Consumer complaint received 2026-05-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
On XX/XX/year>, I paid my full statement balance of {$16000.00} plus an additional {$290.00} to bring my account to exactly {$0.00} ( total payment {$16000.00}, confirmation # XXXX ). Chat representative XXXX confirmed the payment was received and my account showed a - {$290.00} credit balance. XXXX did not warn me about potential trailing interest on the statement balance I had just paid in full. On XX/XX/year>, I contacted Citibank because my account balance had changed from - {$290.00} to - {$190.00} without explanation. I asked chat representative XXXX whether I could spend the credit to {$0.00} without incurring interest. XXXX explicitly stated : " That is absolutely correct XXXX '' and confirmed I could spend to zero interest-free. I relied on this representation. Between XXXX XXXX XXXX, Citibank charged my account {$22.00} in trailing interest on the statement balance I had already paid in full, then charged an additional {$250.00}. These charges violated XXXX XXXX explicit promise that I could spend my credit to {$0.00} interest-free. My account went from a - {$190.00} credit to a {$230.00} debit. I was never informed these charges were coming. I sent multiple detailed emails to Citibank on XXXX XXXX XXXX requesting a full refund and account closure with XXXX balance. Citibank ignored my emails. I filed my first CFPB complaint because Citibank refused to respond to direct communication. After I filed my first CFPB complaint, Citibank made an internal ledger adjustment of {$250.00} to reverse most of the disputed charges. This was not a cash payment to me ; it was Citibank reversing charges on my account. Citibank closed the account but left {$21.00} remaining without explanation. Citibank did NOT complete my request- they closed the account but did not XXXX the balance and provided no refund. I never agreed to a partial resolution leaving a balance on a closed account. Citibank 's written response dated XX/XX/year> claims they credited {$250.00} " per your request during a phone interaction. '' This is false. I filed a CFPB complaint because Citibank ignored my direct emails. They only reversed the charges after regulatory intervention, not because I requested it on a phone call. I spent more than 30 hours over three weeks documenting this matter, researching federal and Massachusetts consumer law, preparing detailed complaints to the CFPB and Massachusetts Attorney General, and managing the extreme stress that affected my sleep and work performance as Lead XXXX overseeing safety-critical building systems. My XXXX XXXX recorded stress levels averaging XXXX with peaks of XXXX, and my sleep score dropped to XXXX. My XXXX screen time shows 21+ hours in XXXX XXXX and 29+ hours in XXXXXXXX XXXX XXXXXXXX apps researching consumer protection law and preparing evidence. This time was spent during evenings, weekends, and lunch breaks because Citibank 's misconduct forced me to become a legal researcher instead of focusing on my engineering responsibilities.

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