Consumer complaint received 2025-05-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: CITIBANK, N.A.
State: PR

Complaint narrative:
I was charged {$920.00} in interest unexpectedly on a promotional balance I believed was still under a XXXX no-interest period. I was never properly notified that the promotion was ending or that interest would be retroactively applied. After reviewing my email history, I now see that I did receive generic messages stating that my statement was ready to view, but those emails contained no details, no warnings, and no mention of promotional terms or expiration dates. They simply stated that a statement was available to view, without highlighting anything important or urgent. There was nothing in the subject line or body of the email to suggest that reviewing the statement was critical to avoid major charges. 

When I called customer service confused about the interest charge, the representative told me the information was found on pages XXXX and XXXX of the digital statement. I explained that I had never opened those statements because I didnt know I had to log in and manually download them just to see fine print about an interest deadline. The rep insisted that the interest was valid and could not be removed. 

What made the situation worse is that although I used the card for other outside purchases, all of my payments were applied to those non-promotional charges, not the promotional balance. This left the original promo amount untouched and essentially guaranteed that interest would hit. If I had been clearly informed or given the option to apply payments to the promotional balance, I could have reduced the balance and avoided most or all of this interest. But I was not given that opportunity. 

During the call, the representative 's tone changed after I started expressing confusion and financial stress. At first, she was polite, but she became cold and dismissive once I pointed out how unfair the situation felt. It was as if I was being treated like I was doing something wrong when I was simply caught off guard. I explained that I could not afford the sudden charge and was never clearly warned. She told me my only options were to either pay the full {$2200.00} or at least the {$800.00} over-limit. There was no flexibility or understanding, just a scripted refusal to help. 

I feel completely misled and financially trapped. I would have never agreed to this promotional plan if I had known how it actually worked or that interest would be added all at once without warning. There was no proper disclosure, no direct notice by email, and no meaningful opportunity to avoid this situation. The company only explained the details after applying the charge. I am asking that this practice be investigated, that the {$920.00} interest charge be reversed, and that a formal apology be issued for the treatment I received and the lack of transparency. 

I have attached XXXX screenshots to support my complaint : the top and bottom sections of my Best Buy credit card account page, and the email I received. The account screenshots show there was no clearly visible or labeled section directing me to important promotional terms or ending dates. The email simply states that a statement is available to view, but it contains no specific information, warnings, or alerts about the promotional balance or interest. These files demonstrate that I was not properly informed or clearly warned before being charged {$920.00} in interest. 

Again, no one in their right mind would actually accept this if they knew that after XXXX months they would suddenly get charged interest retroactively. I would not have even made the purchase.

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 non-monetary relief