Consumer complaint received 2025-12-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
This complaint concerns my Citi AAdvantage credit card and Citis wrongful and repeated interest charges despite my full compliance with the instructions provided by their own representatives. 

In XXXX, I made three standard purchases totaling {$100.00}. Shortly after, Citi offered a 0 % introductory balance-transfer promotion through XXXX XXXX XXXX. I accepted and transferred approximately {$20000.00}, all before the statement closing date. 

Because I wanted to ensure I avoided all interest charges, I proactively called Citi. The customer service representative clearly instructed me to ( 1 ) pay the full {$100.00} in standard purchases, and ( 2 ) change my autopay setting from pay full balance to pay minimum due. I followed these instructions exactly. I paid the {$100.00} on XX/XX/XXXX, and I changed my autopay as directed. 

Despite this, Citi still charged interest. When I noticed the first improper charge, I called, and the agentafter reviewing the accountconfirmed the error and credited the interest back. 

Since I was not using the card and the promotional period runs until year-end, I expected no issues. However, upon checking my account yesterday, I discovered Citi has been charging interest every month without any justification. None of these charges should have occurred, as the only standard purchases had been paid in full exactly as Citi instructed. 

My attempts to resolve this with Citi were unacceptable. I spent over an hour on the phone, was transferred multiple times, placed on long holds, and ultimately disconnected. Each representative gave contradictory explanations. One claimed the balance transfer showed as a standard purchase, another said it was not a dispute, and the chat agents provided four different and inconsistent theories. The final agent statedincorrectlythat Citi can not credit the interest and that I should have paid standard charges before the balance transfer, despite the fact that I did pay them in full and did so per Citis own guidance.

Citis handling of this matter is improper and unjust. I was charged interest on a balance that had already been paid off in full. This appears to be yet another example of confusing, misleading, or deliberately obscure practices designed to cause consumers to incur improper charges. Schemes that mislead or trick consumers must be stopped, and banks that engage in them should be held accountable and penalized. 

I am requesting the Consumer Financial Protection Bureaus assistance in requiring Citi to : Immediately reverse all interest wrongfully charged, Correct any negative impact to my account, and Ensure this issue does not recur for meor for any other consumer. 

Citis actions were misleading, burdensome, and financially harmful, and I respectfully request proper intervention and enforcement.

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