Consumer complaint received 2025-12-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CITIBANK, N.A.
State: CO

Complaint narrative:
We have been trying to pay down a credit card balance transfer and the first time they applied to another loan as they described the other balance transfer was higher interest then the balance transfer that I was trying to pay. I accepted this, however, was frustrated since I just spent ~ {$5000.00} to pay a balance transfer with prorated interest promotion being ended in XX/XX/XXXX when that ~ {$5000.00} was applied to another balance transfer with promotion ending in XXXX. 
The Bank ( CITI ) proposed to me to wait until XXXX to pay anything else once the balance transfer I had goes back to 28 % and is higher than the other balance transfer promotion. I accepted this faith and waited until XXXX. My promotional rate ended XX/XX/XXXX. I called them on XX/XX/XXXX to confirm I can pay. The phone call was recorded as they stated. In the call I asked the representative to confirm if I pay that my payment would go to balance transfer XXXX since my promotion was over not wanting to pay any interest at 28 %. She confirmed on the call that I can pay and that it would go to the balance transfer XXXX. I asked to have her check with her managment and she placed me on hold for awhile ( XXXX ) and came back and confirmed that her managment also stated if I paid on XX/XX/XXXX that it would apply to balance transfer XXXX. Therefore, on the call, I paid them out and that was that until I received my statement for next month. They had applied the payment to the other balance transfer ( balance transfer XXXX ) that they did previously with the promotion ending in XXXX. 
From that point we made several calls as they had charge me for interest. Since we called so many times they removed the interest for that month and place a ticket to have this corrected. They explained that I was supposed to make a payment after this statement was printed which was XX/XX/XXXX. I explained to them that I called in, and I verified when to pay by their colleague and their leadership so they placed the ticket to get this fixed however, we received a letter saying that they can not make that fix. Of course there is interest being added from XX/XX/XXXX to XX/XX/XXXX when the statement is printed. This, the company making that money through a loophole they have created internally. Also, if I paid the money on the XXXX, I could have waited until XXXX. They tricked me into making a mistake and now standing firm as a huge bank behind what they think they can do unless someone else gets involved. 

The issue is I have several accounts with them including a savings and checking account both with large sum in the account which is not even my primary card. I also hold other credit cards with them that I am paying off and have never been late. Have spoken to people on the phone several times and they are acting as nothing can be done. The recorded line ca be subpoenaed easily by a lawyer and the outcome will be even escalated further.

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