Consumer complaint received 2024-12-27 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: AL

Complaint narrative:
I have made several payments since XX/XX/XXXX to the credit card. My payments are being applied to the balance transfer promotional balance and am being charged interest on purchases when their terms and conditions state that " Any amount paid over the minimum due, will be applied to the balance with the highest interest rate. '' that is not what is happening. my payments are being applied to my balances with 0 % causing me to be charged interest on purchases that I am making the payments on. the following payments have been made since XXXX. {$86.00} should have been applied to my Balance transfer balance and the rest to my purchase balance but that has not been the case. i have called multiple times and requested the payments be applied correctly but struggle to even get the problem communicated since every rep I have spoken to struggles to understand and communicate in English. 
I made a total of 8 payments totaling {$6100.00} since acquiring the card. payments are being applied to the 0 % balance when it should be applied to the purchases made. Citi Offered a balance transfer promotion at 0 % until XXXX. Citi has been applying my payments to the 0 % balance transfer instead of my higher interest transactions. Citi could have simply made a correction to their payment application ( All banks and credit card companies offer this solution and is usually resolved within a week. mistakes happen. I have 10 years of experience in this area ). There is even a voice recorded interaction with a manager from Citi agreeing with me and understanding essence of the issue and my frustration. he assured me that it was a simple fix from back office and he submitted a request for the payment correction to be processed. It took about 3 or 4 phone interactions before i got this far in the process of trying to correct this mistake and 2 chat interactions since communicating verbally seems to be difficult for CITI employees. I have made payments totaling {$6100.00} since the opening of the account. I did 3 Balance transfer not 4 like the executive response stated. 2 months after initiating the balance transfer Citi Applied my payments to the balance transfer balance and charging me interest on my purchases which goes against their policy and anyone with simple understanding can tell that this company is defrauding me out of money by applying payments to 0 % balances instead of the balances with high interest. their customer service have given multiple responses but have failed to listen to my initial concern. every call has been bombarded with explanations without understanding the problem. not a single solution has been offered. i will continue to submit complaints until issue is resolved i will also add that i have made a total of 8 payments to Citi they only mentioned 3 in their response demonstrating that they haven't looked at my complaint or the details of the case they provide at least 2 instances in their response with incorrect information and i encourage CFPB or other agencies to get involved. Citi not only provided misleading/false information on their response to a different complaint # XXXX.

Company response to consumer: Closed with explanation