Consumer complaint received 2026-01-02 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I am filing a complaint regarding Citibank/Best Buys failure to resolve a known billing error on my Best Buy credit card account despite repeated calls, multiple escalations, and missed resolution commitments.

I opened a Best Buy credit card through Citibank specifically because it was advertised as 0 % interest if the balance was paid within the first year. I set up recurring payments of {$150.00} per month for one year, which was intended to fully pay off the balance within the promotional period. 

I made those recurring payments as agreed. As a result, my actual purchase balance was paid in full and is {$0.00}. I did not carry a balance beyond the promotional period. 

However, I later discovered that interest was charged and accrued throughout the entire promotional year, even though interest should not have been applied under the promotional terms. When I contacted Citibank around XX/XX/XXXX, I was told the balance should have been fully paid off. Instead, I was informed that I still owed a balance consisting entirely of interest accrued during the prior year, which should never have been charged. 

Because of this, an incorrect balance remained on my account. I contacted Citibank again in XXXX, at which point a formal billing dispute was opened. 

Since that time, I have contacted customer service numerous times, including supervisor-level calls and level XXXX and level XXXX escalations. I was repeatedly told the issue would be resolved. During multiple calls, I was verbally told that the balance would be corrected by XX/XX/XXXX, based on Fair Credit Billing Act timelines. However, on XX/XX/XXXX, supervisor XXXX confirmed that this XX/XX/XXXX deadline was never documented in Citibanks internal notes, despite being verbally communicated to me multiple times. 

Despite the dispute being open : I continued to receive late fees, which then had to be removed after additional calls. 
I continued to receive late payment notifications and alerts for a balance that should not have existed. 
Each late fee or interest correction required a separate call. 
The issue was repeatedly reviewed but not resolved. 

On XX/XX/XXXX, XXXX ( supervisor in the management/billing department ) confirmed that portions of the incorrect balance could be manually removed, while the remainder would need to be sent to the back office. 

As of that date : {$150.00} was manually removed using multiple internal case numbers ( XXXX, XXXX, XXXX, XXXX, XXXX ) {$170.00} was submitted to the back office for removal under ticket number XXXX I was also previously provided case number XXXX, which related only to interest adjustments, not the full balance The need for multiple case numbers, partial removals, and back-office escalation underscores the failure to correct this billing error in a timely and consistent manner. 

This billing dispute should have been resolved within 12 billing cycles under the Fair Credit Billing Act. Instead, it remained unresolved for months, resulting in repeated late fees, ongoing notifications, and significant time and stress. 



What Im Asking For 1. Written confirmation that the entire incorrect balance has been permanently removed and that my true account balance is {$0.00} 2. Confirmation that all improperly charged interest and late fees related to this billing error have been fully reversed 3. Written assurance that any late fees, late payment reporting, or negative credit impacts related to this billing error have been completely expunged from my credit report 4. Confirmation that my account reflects this issue as a billing error, not a missed or late payment 5. Written confirmation that the matter is fully resolved and closed Additional Notes I made repeated good-faith efforts to resolve this issue directly with Citibank/Best Buy . The failure to document promised deadlines, the fragmented handling of corrections, and the continued delays left me no option but to file this complaint.

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