Consumer complaint received 2026-01-07 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: IN

Complaint narrative:
XX/XX/XXXX : XXXX XXXX of {$100.00} XX/XX/XXXX : XXXX XXXX of {$72.00} I had submitted several fraud disputes dating back to XXXX or XXXX of XXXX. My balance came due while the disputes were being investigated so I called to find out what I should pay a far as my balance was concerned. I have never carried a balance, therefore, was concerned I would be charged a fee if I did not pay my full balance when it was due. I called Citibank on XX/XX/XXXX and spoke with a representative named " XXXX '' who advised me to only pay the minimum balance required and assured me, repeatedly, that I would not be charged a fee as the result of the disputes that were still outstanding. 

The disputes ended up being settled in my favor, however, I was charged an interest fee of {$100.00} on XX/XX/XXXX. I called on XX/XX/XXXX and spoke with XXXX (? ) to have that charge waived as per the recommendation of their employee. I was advised that the fee would be credited within XXXX to XXXX business days. This did not happen. I called again ( unfortunately, I did not write down that date or name of rep I spoke with ) who also advised me my account would be credited with the {$100.00} interest fee within XXXX to XXXX business days. Again, this did not happen. I utilized their chat or " bot '' option and communicated with someone named " XXXX '' on XX/XX/XXXX and he advised me that the request to waive the interest fee has been denied that day. He did not provide me with the name of the person or their job position. He did, however, tell me there was no need to worry because he was going to file the complaint and request from his end. 

As of XX/XX/XXXX, the original interest fee still wasn't waived and as of XX/XX/XXXX, another interest fee of {$72.00} had been added to my account. 

I called again on XX/XX/XXXX and asked to speak to a supervisor. I couldn't understand how he spelled his name, something like " XXXX ''. He placed me on hold and the call was then disconnected after about XXXX minutes of being on hold. I called back and was on hold for XXXX minutes and asked the rep who answered ( XXXX? ) for a supervisor. I was connected to " XXXX '' (? ) who informed me that the request was denied by " someone on the back end '' after I asked who denied the request. She said the best she could offer me was XXXX points, which converts to {$50.00}. I accepted this offer, as I had spent over a month trying to get them to correct their mistake. I asked them repeatedly to listen to the call from XXXX when I was advised to pay the minimum required balance and wouldn't be charged a fee. After the {$50.00} they offered, I'm still out {$120.00} due to misinformation on their part. This is not a large sum for either parties involved, but it is appalling that it took that much of my personal time and energy to still not have the matter settled to my satisfaction or in a way that should be legal and fair.

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