Consumer complaint received 2026-01-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: CITIBANK, N.A.
State: UT

Complaint narrative:
XX/XX/XXXX - Called citi customer representative to make a {$1300.00} payment by phone to be sure it's allocated to promotional balance transfer # XXXX that had the 0 % APR ending on XX/XX/XXXX. Representative took my payment by phone and advosed it would be allocated as requested. 

XX/XX/XXXX, XXXX Called citi back again to confirm payment just made would be allocated to balance transfer # XXXX. Representative said no it would not and they cant do that since balance transfer # XXXX currently has 0.99 % APR, my payment would be applied to it as it's the highest rate at that time. He cancelled the payment for me and TOLD me explicitly pay on XX/XX/XXXX so only ONE DAY of interest would be charged. Assured me doing the payment this way would allow the full payment to be applied to balance transfer # XXXX as I wanted. 

XX/XX/XXXX, XXXX Chated with citi repsenative XXXX to confirm payment set to process that day would be applied correctly to balance transfer # XXXX. Was told this again " The minimum payment is first applied to any interest charaes, late fees, and past due amounts ( if applicable ). The remaining portion of your minimum due will be applied to the balance with the lowest interest rate. Any amount paid over the minimum due, will be applied to the balance with the highest interest rate. '' XX/XX/XXXX, XXXX Statement came out. My {$1300.00} payment made on XX/XX/XXXX was applied to balance transfer # XXXX ( .99 % ) -which was NOT the highest APR balance transfer at the time of payment ( # XXXX 26.49 % ). I was charged {$19.00} interest on balance transfer # XXXX. My payment was applied differently than I was advised many times by Citi. 

XX/XX/XXXX, XXXX Called Citi customer representative inquiring why the payment was not applied as I was informed by the prior Citi XXXX. He tansferred me to his XXXX. XXXX said he was submitting a ticket for this to be reviewed to have the {$1300.00} payment allocated to balance transfer # XXXX. ( I recorded most of this call ) XX/XX/XXXX, XXXX Called Citi again to check the status of the ticket submitted. Citi agent advised me to wait until my next statement XX/XX/XXXX to see any adjustments. Provided no information on if it was approved or not just said to wait. 

XX/XX/XXXX, XXXX Called Citi again due to a letter received in the mail from them regarding my account. Letter said " Each month 's minimum payment due is applied in the following order 1. Past due amounts ( if applicable ) 2. Current interest charges 3. Principal balances in Annual percentage rate order from lowest to highest. Please note that payment amounts greater than the minimum due are applied to balances with higher APR 's before balances with lower rate. '' Spoke to another manager, no context of whats happening with the prior ticket but said he said he would submit a request to have the {$1300.00} payment allocated to balance transfer # XXXX. He also agreed this payment should've went to the highest APR balance transfer ( XXXX 26.49 % ) He said to wait until the XXXX statement to see this adjustment. ( I recorded all of this call ) XX/XX/XXXX, XXXX New statement is out. NO adjustments were made to anything. I was charged {$28.00} interest on balance transfer # XXXX. 

XX/XX/XXXX ( today ) - Called Citi once again. Customer representative was able to confirm the request for allocation was denied and said there was no context in the request that explained their reprsentative informed me of something that was incorrect before I made my payment on XX/XX/XXXX causing this issue. He transferred me to a manager named XXXX, she said there's nothing that could be done to allocate the prior payment. Only solution she provided was for her to submit a request to refund the {$1300.00} payment ( subject to approval ) then I could repay it to the account once I receive it so then it would be applied to balance transfer # XXXX. She said she could only request a refund of ONE month interest charged which would be XXXX 's. She acknowledged I would be charged interest each day until I resubmit the payment. I informed her to submit the request and told herbI am reporting this to CFPB. 
( I recorded most of this call )

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