Consumer complaint received 2024-11-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: CITIBANK, N.A.
State: IA

Complaint narrative:
On XX/XX/year> I used the CITI app to pay {$2000.00} towards my balance on card ending in xxxx Once that transaction was complete I clicked on a button that I thought was " XXXX XXXX XXXX. This is a program were you can choose to pick large purchase into a fixed number of payments for a lower interest rate. I accidentally hit a button " XXXX  XXXX '' which similarly provides consumers to select a dollar amount to take cash out for a set term for a lower interest rate. I discovered my error but the app didn't not provide a review or a means to cancel the transaction and the loan processed. 
On XX/XX/year> I contacted CITI at the XXXX number to inquire how to cancel the loan or pay it off as I didn't not intend to take out a " XXXX XXXX '' but rather consolidate my purchases into " XXXX XXXX  ''. The agent informed me their was no way to cancel the transaction as it was a electronic transfer into my bank account. I inquired if I could pay off the loan immediately upon the funds transferring. I told her I had read on CITI website that XXXX XXXX can be paid off early without penalty. She confirmed that was accurate and told me to just pay off the {$2500.00} as soon as it was available. 
On XX/XX/year> the transaction had fully processed and I was ready to pay back the {$2500.00}. I went to pay off the loan on the app but there was no where to direct the payment directly to the loan but rather just the card itself. I called the XXXX number to seek further directions. At that time the agent told me that there wasn't a way to pay directly to the loan and that the disclosure statement, states that if I paid the {$2500.00} it would go to the highest interest rate balance first and then once it is at XXXX the loan would then be paid. I asked to speak to a supervisor and was put on hold for a supervisor. I explained the situation again and was given the same canned answer from the script. I expressed my frustration with the deceptive way CITI offers the XXXX XXXX  and XXXX XXXX that are 2 entirely different products but are easily confused. I also expressed it was deceptive to tell customers they could pay off the loan early without penalty when in fact they can't if they have a card balance. The card balance will always be paid first even if you have paid the minimum for the month. I asked based on the situation could we simple reverse the loan and move on. the CITI representatives stuck to the company script and made no attempts to assist me on the situation. 
I notified them I would be writing CITI and asking for a correction and in addition I would be reporting them for vague and deceptive marketing practices. The need to clearly state that you can only pay off the loan early if you have a {$0.00} card balance. They also need to insure the consumer does not inadvertently select the wrong product that are named very similar but have very different offerings.

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