Consumer complaint received 2026-05-29 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: CITIBANK, N.A.
State: HI

Complaint narrative:
I am requesting a review of improper interest charges, payment allocation, missing disclosures, and lack of account transparency on my Citi Best Buy credit card. I am willing to pay for the items I purchased, but I am requesting that Citi remove the interest charges. I am not trying to get anything for free. I simply want to pay for what I bought without interest that resulted from miscommunication, missing statements, and payment allocation issues outside my control. I opened this Best Buy Citi card around XXXX. At the time of purchase, the Best Buy salesperson told me that once the interestfree promotion ended, I would only pay interest on the remaining balance, not the full purchase amount. This was incorrect. I was never told the promotion end date, and I never received monthly statements in the mail. Best Buy/Citi told me they didnt know I wasnt receiving statements because nothing was returned to sender. Because I never received statements, I had no way to know the promotion deadline, the balance, or how my payments were being applied. I also can not see my complete payment or purchase history on the Citi account page. I can not verify when the account was closed or when my last purchase was ( I believe the last purchase was in XXXX ). Without full statements or transaction history, I can not verify how Citi calculated the promotional balance, interest charges, or payment allocation. I have been making payments on this account for approximately six years, including consistent monthly payments of {$200.00} and occasional larger payments. Despite this, my overall account balance has fluctuated between approximately {$3800.00} and {$5000.00} for years and has never meaningfully decreased. This indicates that my payments were not being applied to the principal balance or promotional purchase. My monthly payment is {$200.00}, but Citi applies {$160.00} to the minimum payment ( mostly interest ) and only {$35.00} to the highest APR balance. None of my payments were applied to the promotional purchase. I was never told that I needed to call Citi to direct payments to the promotional balance. Customer service only told me this recently. The promotional balance amounts I listed earlier were only the remaining amounts from the original promotional purchase at the time the promotion ended. These amounts fluctuated in ways that do not make sense, even accounting for a few additional purchases. For example, the promotional balance was {$210.00} in XX/XX/XXXX, {$280.00} in XX/XX/XXXX, {$120.00} in XX/XX/XXXX, and {$400.00} in XX/XX/XXXX. Promotional balances should not go up and down like this. This suggests improper payment allocation or billing errors. I have not used the card in years, and the account was closed years ago, yet in XX/XX/XXXX I was charged {$1300.00} in interest. I do not understand how this interest was calculated, especially on a closed account with no new purchases. I contacted customer service, supervisors, escalations, hardship, collections, and collections escalations. Every department refused to review or adjust the interest charges, refused to offer a payment plan, and refused to provide a full account history. I was told the time has expired and that I should contact a government report agency, which I now understand is the CFPB. I am simply asking for fairness. I want to pay for the items I purchased, but I am requesting that Citi remove the interest charges that resulted from misrepresentation, missing statements, lack of access to my account history, improper payment allocation, and retroactive interest on a closed account. I am requesting a full review and correction of the account.

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