Consumer complaint received 2025-02-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CITIBANK, N.A.
State: SC

Complaint narrative:
Citi has failed to provide terms and conditions of the Citi Flex XXXX XXXX. The basis of the program was that any purchases made on my Citi Card Double Cash Card that were in excess of {$75.00} per transaction would qualify for the Citi Flex Pay Plan option. Everything started fine with the option being offered and after several months then it abruptly stopped with no notification as to why. I thought it was due to technical problems with there system and didnt think much of it. I would check my account periodically and would see it would give me again the option to select a purchase to apply the Citi Flex XXXX XXXX to, and then it would be unavailable again. I keelpt checking my statements to see if I was being charged interest and didnt see much charges until the last 3 months when I was hit with quite a bit of interest that I thought it was not normal. Decided to call Citi on XX/XX/25 to find what was going on with the Citi Flex XXXX XXXX, why it was not available on my qualifying purchase, and the interest that I was being charged. First representative stated that the Citi Flex XXXX XXXX was only available on up to XXXX transactions. I asked the representative to provide the terms and conditions of the Citi Flex Pay Plan because I was NEVER made aware of this. Places me on hold, and comes back to tell me that the information is only available to Citi employees. I then asked to speak to a supervisor due to this not being acceptable and that it should be disclosed to customers. I asked to speak to a supervisor and explained to them what I was told by representative and that I wanted the section on the Citi Flex Pay Plan were it stated the terms of only being able to have transactions on the Citi Flex Pay Plan? The supervisor confirmed this was on the terms and conditions, and placed me on hold several times to find the place in the terms in conditions were it stated this policy. Comes back to tell me that they were providing me FALSE information and that it is NOT STATED in the terms and conditions and that this is an internal policy that Citi XXXX follows. I asked why does Citi not disclose this information to me as a consumer, and based on their actions the offering of the Citi Flex XXXX XXXX is misleading. I told them if had known that I would have not made the transactions on this card with the interest rate that they offer me. XXXX also stated the abrupt stop of being offered in reality is to other factors and not the XXXX transactions threshold. She went on to say that its based on credit factors like credit score, credit card limit, and credit worthiness. I asked the supervisor what thresholds are used to determine those factors because I more than meet those factors due to having an excellent pay history on the account, more than enough credit available on the card, and a credit score in the 800s. Supervisor of course could not answer the questions, and could not provide the information. I then requested to speak to XXXX supervisor who documented this complaint, but could not produce any of these terms and conditions. She also would not offer to extend the Citi Flex XXXX XXXX to more transactions or reverse any interest charges. As far as Im concerned these practices of failing to disclose complete information is deceptive, dishonest, and misleading to consumers. As I see its a deliberate practice of Citi to lure credit card holders into believing they have the option of this program without any restrictions only to then be able to collect and charge high interest on there cards. Citi XXXX XXXX XXXX XXXX XXXX XXXX in XXXX

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