Consumer complaint received 2025-08-26 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I have had two XXXX XXXX consumer cards for over 10 years. I used to remodel properties and needed to leverage with the 0 % interest for XXXX months on different purchases. Every single time I would purchase a subtotal ( before taxes ) over {$290.00} or more it would automatically apply the XXXX XXXX interest to the card purchase. This part has continued for years and has not changed. However, MANY years ago I selected my allocations on how I wanted my payments to be applied and it was VERY clear. ALL of my monthly payments were to be applied to the XXXX XXXX that was to expire XXXX. Always. This NEVER had to be done every single month when making a monthly payment because I have been on autopay for over XXXX  years! Almost XXXX years ago I began to notice that something was VERY wrong. Somewhere along the way this was removed. This has been an absolute nightmare for almost XXXX years now. I have attempted on multiple occasions to get XXXX XXXX customer service and in person to assist me with this matter and instead of getting actual assistance in resolving this matter. They have had the audacity to tell me that it has always been this way and that I need to call in or go online to " select '' how I want my monthly payment to be allocated. 

This is absolutely ridiculous because NONE of the companies I have ever used for a promotional balance has ever done this. These are settings that are set and monthly auto payments are then applied accordingly. Now, the larger issue is that because XXXX XXXX changed this NOT me I have a revolving balance that has accrued due to egregious retroactive interest accumulating and they continue to take my hard earned payment and apply it how they see fit to the revolving balance and leave {$0.00} to be applied to my promotional balances. This is a vicious cycle that NEVER ends. XXXX XXXX has accused me of removing yet I have repeated to them multiple times I would NEVER change! Why would I? Why would I want to pay egregious XXXX XXXX retroactive interest? However, it sure sounds like this is exactly what they are banking on and preying on their consumers. It is disgusting and despicable.

One on of the cries for help they never said a word on the phone, but sent me a letter apologizing that I was charged incorrectly and that they were refunding me a few XXXX in interest. Really??? Where are the XXXX  you have stolen from me? Why does my balance continue to increase and min monthly payment when you continue to get the min payment like clock work? Because you want to continue to make it difficult and want the consumer to go in for every single payment monthly to apply it a specific way? WHY!!!??? when did this happen??? All of the attachments are from today showing the XXXX promos that expire tomorrow showing how XXXX XXXX has done this to me for XXXX years they also hide the " manage promo balance '' on a drop down tab and it is not easy to find they are counting on the consumer not seeing it and not making their payment! I also have proof that they were NOT sending me notifications that a promo balance was going to expire until about 4 months ago. They continue to change my settings and it has been incredibly stressful I am sick to my stomach and can not handle this anymore. It is my biggest regret having these cards. Horrendous! I want to take this up to the XXXX and see if he will help stop this egregious behavior from CITI!

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