Consumer complaint received 2026-02-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
b'I am writing to file a formal complaint against CitiCard regarding what I believe to be non compliance with the Credit Card Accountability Responsibility and Disclosure Act of 2009 (CARD Act). Specifically, I am concerned that CitiCard has not properly applied my monthly payments in accordance with statutory requirements governing how payments above the minimum payment due must be allocated.\nUnder the CARD Act, any payment made in excess of the minimum payment due must be applied to the balance with the highest interest rate. Since XXXX XXXX, I have consistently paid between three to four times the monthly minimum payment. In XXXX XXXX, I accepted a promotional balance transfer offer identified on my account as BalTranOffer 6. I also had an existing balance transfer, BalTranOffer 5, whose promotional rate had expired, making it the higher interest balance.\nGiven the laws requirements, payments above the minimum due should have been applied first to BalTranOffer 5. However, the balance on BalTranOffer 6 has decreased by approximately $XXXX (from around $XXXX  to $XXXX). Based on how much I have paid since XXXX XXXX, this reduction suggests that payments may have been applied inappropriately to the lower interest balance instead of the higher interest balance, in violation of the CARD Act.\nTo verify whether CitiCard complied with federal law, I contacted CitiCard at the phone number listed on my statement (XXXX XXXX XXXX XXXX). During my call with them today, I requested the following information:\n1.\tThe beginning balance for each of my balance types (including BalTranOffer 5, BalTranOffer 6 and any purchases) for every month since XXXX XXXX; and\n2.\tA breakdown of how each of my monthly payments was applied to principal across each balance type.\nThe customer service representative informed me that CitiCard could not provide this information and advised me that I should manually track balance types myself using future statements. This does not address my request for historical payment allocation data.\nI then requested to speak with CitiCards compliance department, or alternatively to be provided with their contact information. I was told this was not possible. I then requested a supervisor and was connected to a supervisor named XXXX, who confirmed that CitiCard could not provide any history of how my payments had been applied by balance type. I asked him to confirm that I understood correctly, and he affirmed that this was accurate.\nWithout this information, I cannot determine whether CitiCard has complied with federal law. The lack of transparency, combined with the irregular reduction in the lower interest promotional balance, raises significant concerns of potential non compliance.\nI respectfully request assistance from the Office of the Comptroller of the Currency in obtaining from CitiCard:\n\tA full month by month history (beginning XXXX XXXX) of:\n beginning balances by balance type, and\n the amount of each payment applied to principal for each balance type.\nUpon receiving this information, I will be able to calculate how payments should have been applied under the CARD Act and compare that to CitiCards actual allocation methodology.\nThank you very much for your assistance in this matter.'

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