Consumer complaint received 2025-11-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: TN

Complaint narrative:
I am filing a formal complaint against Citibank regarding multiple unresolved billing errors on my Best Buy Citi XXXX account ending in XXXX. These issues began on XX/XX/year>, and despite repeated attempts to resolve themincluding an email from Citi on XX/XX/year> acknowledging their own errorthe account has still not been corrected. The errors have now escalated and Citibank is billing me for balances I do not owe. 

1. Incorrect creation of two {$700.00} promotions ( {$1400.00} total ) In XX/XX/year>, I made a {$700.00} payment and requested it be allocated to a specific promotion. They did reallocate the payment, but in addition, a Citi representative mistakenly created two new {$700.00} promotional balances, both dated XX/XX/year>. Citi has admitted this error in writing. 

2. Citi removed the promotions but failed to remove the {$1400.00} balance itself On XX/XX/year>, Citi told me the two erroneous promos were deleted. However, the {$1400.00} balance was not removed. Instead, Citi reclassified it into an Other Balances category and charged interest on it = {$1400.00} 3. Improper interest charges caused by Citibanks own mistake Because Citi left the {$1400.00} balance on the account for months, interest of {$190.00} was added. Citi did not disclose this until later. They issued a {$300.00} credit, but never explained that the credit was to offset interest caused by their own error. The underlying incorrect balance still remains. 

4. Account still shows an invalid Other Balance of {$1200.00} because I was forced to make a payment of {$120.00} to not get charged with interest toward the account. 
This balance does not correspond to any authorized purchase, promotion, or transaction. It represents Citis error, plus residual interest. Citi is now forcing me to make payments toward both my legitimate promotional balances and this invalid Other Balance.

5. False claim that I did not pay a {$2300.00} promotional balance A Citibank representative named XXXX sent a letter claiming I failed to pay off a {$2300.00} promotion. This is false. I have records, payment confirmations, and even a confirmation number from a Citi manager verifying I paid it in full. Despite this, Citi claims I owe {$500.00} by XX/XX/year>, and says I will receive a {$190.00} credit afterward. None of this makes sense, and it appears to be another error layered on top of the original one. 

6. Failure to provide itemized corrections or explain their calculations Despite acknowledging the initial error, Citi has not corrected the account balance. They have not provided any itemized breakdown, explanation of the remaining Other Balance, or justification for the alleged {$500.00} amount. 


7. Violation of the Fair Credit Billing Act ( FCBA ) Citi has : Admitted a billing error Failed to correct the error Failed to remove the associated balance Improperly charged interest on an acknowledged mistake Issued inconsistent, incorrect statements Continued to bill me for amounts I do not owe Provided inaccurate payoff information Failed to provide a written, itemized correction Failed to freeze the disputed amount as required during investigation These are direct FCBA violations.

8. Ongoing financial harm Citi is billing me for invalid amounts, charging interest on their own mistakes, and forcing me to make payments toward balances that are not tied to any legitimate transaction. I am now required to make two payments per monthone toward legitimate promotions and another toward a balance created entirely by Citis error.

Requested Resolution : I am requesting that Citi : Remove the erroneous {$1200.00} Other Balance ( originally {$1400.00} ), and credit me back the {$120.00}. 

Remove all associated interest charges. 

Correctly acknowledge and confirm that my {$2300.00} promotion was paid in full. 

Provide a full, itemized written correction for my account. 

Cease any attempts to collect the disputed balances. 

Ensure no negative credit reporting related to these errors. 

I have documentation, recordings of calls, confirmation numbers, and written admissions from Citi proving these amounts were created in error. 

I am asking the CFPB to intervene, as Citibank has failed to resolve these issues after months ( since XX/XX/year> ) of attempts.

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 monetary relief