Consumer complaint received 2025-08-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
XXXX  On XX/XX/XXXX XXXX I spoke with XXXX inquiring how to pay off balance transfer XXXX with a 0 % interest rate coming due XX/XX/XXXX. I was told it was not possible due to how they allocate payments, greater than the minimum due are applied towards balances with higher APRs before balances with lower rates. I said that wasn't fair, because that meant payments would be applied towards balance transfer 7 with 0.99 % interest until XX/XX/XXXX. 

- I did my research and found that the card issuer must allocate any amount paid by the consumer in excess of the required minimum payment towards the balance subject to deferred interest during the two billing cycles immediately preceding expiration of the specified period. ( XXXX XXXX XXXX and your site XXXX XXXX XXXX XXXX XXXX  On XX/XX/XXXX XXXX I called back and spoke with XXXX inquiring about allocation of payments to be able to apply last two payments towards balance transfer XXXX with 0 % coming due XX/XX/XXXX. They first said payments over minimum will be applied towards higher interest rate until I quoted what I found ( above ) regarding the last two payments should be allocated towards the program coming due despite higher interest rates. They put me on hold, spoke to a supervisor, and then came back saying that this could be accomplished by paying : minimum payment {$140.00} XXXX flex payment {$380.00} XXXX balance transfer XXXX {$3000.00} XXXX  {$3500.00} So I reiterated that I could pay {$3500.00} to pay off balance transfer XXXX and it won't go towards balance transfer XXXX first and she said yes. I expressed how it was frustrating being told I couldn't have payment go towards balance transfer XXXX until it's at 29.99 % interest rate. She said that was incorrect and the advisor was wrong. 

XXXX  On XX/XX/XXXX I gathered all the funds I could to pay off balance transfer XXXX : minimum payment on credit card bill said {$460.00}, so just in case I calculated {$470.00} + flex payment {$380.00}, but I rounded up to {$390.00} XXXX  balance transfer 6 showed {$3000.00}, so rounded up again {$3100.00} XXXX {$3900.00} ( {$390.00} more than instructed ) - On XX/XX/XXXX I received a letter from Citibank ( dated XX/XX/XXXX ) that they wouldn't apply my payments as requested, which confused me because I was told it would. 

- On XX/XX/XXXX XXXX I called back, spoke to XXXX XXXX to make sure my payments were going to be allocated as I was told on XX/XX/XXXX XXXX by XXXX as I paid more than I was told I would need to have the payment allocated towards balance transfer XXXX first. After being placed on a brief hold they came back and said, " Rest assured your balance transfer with 0 % ending XX/XX/XXXX will be prioritized. '' So I asked, " payment will be applied towards minimum balance and then the 0 % and then the 0.99 %XXXX XXXX  And she said YES. 

- On XX/XX/XXXX I went online to make sure the balance transfer XXXX was XXXX  out by my payment- leaving the XXXX  plan and balance transfer XXXX. Instead I found there was still a large balance left on balance transfer XXXX {$2900.00}. 

- So I called XX/XX/XXXX XXXX and spoke with XXXX  ( unsure of spelling ) who said payments allocated to higher interest rate first, so I asked to transfer me to a supervisor so they weren't the one I was chewing out. 

- XX/XX/XXXX XXXX finally heard from supervisor, Reb ( XXXX XXXXXXXX ), who said he was sorry to hear I was given incorrect information. I said he was incorrect and quoted what I found regarding the last 2 payments going towards the program coming to an end XX/XX/XXXX vs. the one coming to an end XX/XX/XXXX, so I wanted my last two payments to go towards balance transfer XXXX as I was told TWICE it would. He said he'd submit a request. 

- XX/XX/XXXX I have received a letter dated, XX/XX/XXXX, that they would not allocate my payments as requested. 

I was frustrated before, but now I'm really mad. Because I made such a large payment on XX/XX/XXXX, to avoid being charged nearly 30 % interest. Now that it is at the higher interest rate- to be paid first exceeding minimum balance XXXX I don't have enough to cover the remaining balance transfer 6 payment at {$2900.00} ( not factoring in whatever the interest comes to ). 

As a valued customer, or however they phrase it, being with Citi for more than XXXX  years XXXX  and no late payments XXXX  I expected they would make good on what I was told by their support team twice. I wish I had recorded these conversations!

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