Consumer complaint received 2026-03-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
b'On XXXX, my bank, XXXX, provided me with a personal loan for debt consolidation, and the agreement was to pay off the following:\n1. LLBean credit card - owned through Citibank\n2. Home Depot Credit Card- owned through Citibank.\n\nBoth credit cards would be \'CLOSED\' by XXXX in my agreement as I did not want to continue with these credit cards.\n\nOn XXXX, I signed the loan agreement; as XXXX already paid off both accounts.\nON XXXX, I made a payment to llbean credit card of $XXXX, and also I returned an item in this time frame, and was to be credited that refund to the account before closure.\n\nI am now being sent a NEW CREDIT CARD from LLBean, instructing me to call and activate the credit card.\nI also received a NEW BILL / STATEMENT from LLBean and claims I owe $XXXX and $XXXX in interest.\n\nTHIS IS UNACCEPABLE. First, this is being stated in a statement DATED XXXX XXXX XXXX. The ACCOUNT WAS CLOSED ON OR BEFORE XXXX, and LLBean / Citibank was \'overnighted\' a payment in full. \n\nI returned an item to LLBean prior, and that amount was to be refunded to the credit card. It is not noted.XXXXXXXX, on XXXX XXXX, informed me LLBean was holding up the \'payoff\' amount and XXXX could not finalize the personal loan until LLBean / Citibank, provided the correct payoff amount. \nOn XXXX XXXX XXXX, XXXX informed me that LLBean finally provided them with the payoff and XXXX issued them an overnight check to pay off the credit account AND CLOSE THE ACCOUNT. XXXX XXXX XXXX XXXX, LLBean issued a new balance owed- which is completely unacceptable because XXXX made certain with LLBean that the amount being paid was the "PAYOFF" FOR THE credit card.\n\nLLBean is now trying to extort $XXXX in interest and $XXXX in charges when I have not even used the card, or asked to activate their new card.\n\nI have sent a \'secure message\' to LLBean and told them to fix their error, I am NOT paying them more money, when they explicitly provided XXXX with a \'PAYOFF\' amount, and that was what the personal loan was accounting for- "payoff amounts" AND closing of both Citibank Cards.\n\nLLBean responded and told me to call the number on my credit card. The card and ACCOUNT are closed, as of XXXX XXXX XXXX. \nThe balance owed XXXX XXXX XXXX, was $XXXX. The payoff was $XXXX. Again, LLBean did not properly apply the payoff that THEY THEMSELVES TOLD XXXX WAS DUE TO PAY THE ACCOUNT AND CLOSE THE ACCOUNT on XXXX XXXX XXXX. And they failed to credit a return item. Adding interest to a CLOSED ACCOUNT is a deceptive business practice and I will not be paying such a fraudulent charge.\n\nTHIS ACCOUNT IS CLOSED, and LLBean should NOT be sending me new credit cards to activate. This is yet another deceptive business practice to have a consumer charge items when they literally just paid off their debt to them IN FULL. \nThis complaint is filed for these reasons- and I will not pay fraudulent charges on a CLOSED ACCOUNT that LLBean themselves provided the exact "PAYOFF" AMOUNT TO XXXX. PRIOR CREDIT CARD # XXXX XXXX XXXX XXXX\n\nI also had $XXXX in "XXXX XXXX" and when I went to purchase an item in late XXXX, through my debit card payment, LLBean DECLINED TO ADD THOSE \'XXXX XXXX\' that were due to me. I am considering returning that item due to this deceptive sales transactions and their attempt to extort money after a \'payoff\' was paid to them, and I am considering filing a XXXX complaint for this specific reason.\n\nI am a disabled, senior citizen, and currently traveling out of state for medical treatment. This entire ordeal is stressful and unacceptable from a company that I specifically called and asked for a reduced interest rate charge on the account. LLBean refused; therefore, I was FORCED to seek a personal loan through my bank, with a lower interest rate than LLBean was charging, and in chronic illness, I had to do this and follow up on several days because LLBean was holding up the \'payoff\' amount to the bank. I specifically wanted this paid off in full to avoid their monthly high-cost of interest rate being applied to a balance of over $XXXX; which LLBean DID ANYWAYS ON XXXX XXXX XXXX, AFTER XXXX PAID THE CARD OFF IN FULL AND CLOSED THE ACCOUNT as a debt consolidation requirement with my bank, that I fully agreed to and wanted. \nI had to take time to contact LLBean and inform them of their incorrect charges of billing and interest and this company ignored this \'secure message\' and because this is extremely stressful to my chronic illness and harmful to my illness, I am seeking a complaint through this Bureau for handling, and to halt this company from attempting to report fraudulent fees to a credit reporting agency.'

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