Consumer complaint received 2025-12-04 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Im not sure what is going on here. This account was paid in full. XXXX XXXX agreed and reported it paid in full. Then, with no account activity or no new charges there is a new balance. They give no reasonable explanation except for, YOUR OTHER ACCOUNT. I have no other account. They are no help ; they have no care for the customer and any issues. I paid my bill and I feel like now we can continue this until THD/CBNA decides they have had enough of my hard-earned money. Where is my protection. I was paid in full never made another charge no activity. I need help. 
I am a consumer who feels as if I am getting extorted and stolen from, when I fulfilled my end of the deal. 
Statement of facts/ events to the best of my abilities. 
XX/XX/XXXX : Mortgage/debt consolidation closing occurred between XXXX XXXX, myself, and my wife. Which the one XXXX XXXX credit account we have was included. We were in no control on the amount given, it was between XXXX XXXX  and XXXX. The amount given for pay off, of the revolving account was {$4400.00}. 
XX/XX/XXXX : Received Ck # XXXX, in the amount of {$4400.00} with instructions on how to forward it to XXXX. 
XX/XX/XXXX : Called XXXX  support phone number at XXXX at XXXX before the check was sent due to the account number was different and I also received a new card in XXXX of XXXX stating that my credit limit had been increased to {$4700.00}. We have a joint account, and I am the main account holder, so I was confused. But the XXXX said it would be fine to use either or. So, my wife filled it out the next day, I was gone so she put hers. 
XX/XX/XXXX : Sent off check via certified mail, to the following address given to me by the XXXX during the conversation on XX/XX/XXXX : XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX ( Certified Mail Receipt # XXXX ) XX/XX/XXXX : XXXX received and signed for check. ( Certified Mail Receipt # XXXX ) XX/XX/XXXX : XXXX  Reported to Transunion that XXXX XX/XX/XXXX the payment was applied, and our balance was paid down to {$0.00}. 
XX/XX/XXXX : Received email with a balance due of {$29.00} with a statement date of XX/XX/XXXX with a payment due date of XX/XX/XXXX. ( I had not seen this email until the evening of XX/XX/XXXX ) XX/XX/XXXX : Received a second email 2 days later with a balance due of {$2100.00}, No statement date and a payment due date also of XX/XX/XXXX. With a return payment detail that my bank was unable to process my payment. ( I had not seen this email as well until the evening of XX/XX/XXXX ) XX/XX/XXXX : Called XXXX at XXXX AM with the and they said I only owe {$58.00} because I had a late fee because I did not pay the {$29.00}. I asked the XXXX what charges were made since the card was paid off late XXXX early XXXX and the XXXX said, there has been no activity, no new charges. He also agreed something is not right. I then requested to be transferred to the fraud department. Then they told me to call XXXX XXXX XXXX at XXXX. And they said " nope I owe and additional {$2100.00} plus late fees if I dont pay ''. And I do NOT!!!!

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