Consumer complaint received 2026-06-17 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
I am filing a formal federal complaint against Citibank regarding my Best Buy credit card ending in XXXX for systemic electronic disclosure failures, intentional digital dispute barriers, broken verbal settlement agreements, and malicious account lockout. I am a customer of nearly 20+ years with a perfect payment history across my Citibank XXXX. I discovered Citibank wrongfully charged me over {$700.00} in retroactive interest on my Best Buy card due entirely to their own app glitches and a breach of their XXXX contract, which explicitly states they must notify me of the date AND amount of a payment before withdrawal. When I attempted to use Citibank 's online dispute portal to submit my defense, the system was so broken that it actively blocked me from explaining myself. The portal consistently threw error messages, severely restricted word counts, and refused to allow standard symbols or proper grammar, forcing me to spend hours battling their website just to fit a heavily condensed statement past their arbitrary system limitations. When I called on Sunday, XX/XX/2026, to dispute this via phone, a representative explicitly offered a binding verbal agreement : if I made an immediate payment ( approximately {$410.00} ), he would issue a major credit to my account to resolve the prior interest period. I agreed in good faith and authorized the withdrawal. However, Citibank immediately breached this verbal agreement. I received an automated alert showing a deceptive credit of only around {$12.00}. When I called back and fought through a broken automated phone system for another hour, a second representative claimed the full credit was active but would take 24 to 48 hours to post. Today, Wednesday, XX/XX/2026, I attempted to log in to my online account to verify if the payment cleared and if the credit was adjusted, but Citibank 's system maliciously locked me out, throwing errors claiming my passcode was incorrect or access was denied. When I called customer service, their automated IVR system repeatedly stone-walled me by stating " I don't understand '' and then literally saying " goodbye '' and hanging up on me. After hours of trying to reach a human, a third representative completely contradicted the previous agents, stating my dispute was flatly denied. I demanded a supervisor. The supervisor admitted the first agent 's promised credit was never even processed, shifting the blame entirely onto me. When I stood up for my legal rights as an American consumer to clear disclosures, working infrastructure, and honored corporate agreements, the supervisor aggressively told me to " do whatever you have to do. '' Because of this total breach of trust, I immediately canceled the Best Buy credit card, though I am keeping my separate, long-standing core Citibank relationship XXXX. Citibank is currently demanding a remaining balance of over {$400.00} on the closed Best Buy card for interest that has been quietly compounding on top of interest without a single warning or notification. Because Citibank is actively blocking my digital access, I can not verify the exact final dollar amounts or see if my Sunday payment was even properly credited. Because this specific Best Buy credit card account is now completely closed, a standard account credit is insufficient. I demand a full forensic audit of this account, a complete freeze on all collections, a total wipeout of all predatory interest fees and interest compounded, and that Citibank be ordered to refund the full amount of the disputed funds directly to me via direct deposit into my active main Citibank checking account or via a physical corporate check mailed to my address.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation