Consumer complaint received 2025-05-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: TN

Complaint narrative:
This is my second complaint and one of many attempts to resolve this situation. Despite Citis response to my initial complaint and their claim that the issues were resolved, I continue to face significant problems with my account, including unfulfilled promises, misleading information, and ongoing interest charges. 

Since the initial complaint was closed, I attempted to resolve these issues directly with Citi, but was unsuccessful. I am still facing the same challenges, and new issues have arisen. As a result, I am filing a new complaint. 

Ongoing Issues : Missing Credits and Points During a call with a manager named XXXX on XX/XX/XXXX, he promised to apply the following : * {$50.00} in XXXX XXXX  * {$87.00} credit for the balance transfer fee * Credit for the accrued interest of {$7.00} XXXX stated that he was applying the credits immediately and that we would follow up on XX/XX/XXXX to confirm that they were properly applied and to calculate an accurate payoff amount for the purchase balance. 

Citi claims that XXXX called my cell phone on XX/XX/XXXX, but I have no record of a missed call. Regardless of whether or not the call was made, the fact remains that the credits were not applied on XX/XX/XXXX as promised. 

On XX/XX/XXXX, I was informed that the XXXX XXXX  were applied on XX/XX/XXXX, not XX/XX/XXXX as originally promised. However, the points were not visible on my account, and I was told to wait a few more days. 

I was also told there was no record of the {$87.00} credit and that XXXX would be emailed to call me. I specifically requested that he call my home phone ( and verified the number ) since he had previously called the wrong number, but I never received a call. 

On XX/XX/XXXX, I spoke to a supervisor named XXXX, who stated that Citi would not credit me, despite XXXX assurance. XXXX repeatedly blamed me for misunderstandings, despite the fact that I had made every effort to get accurate information from Citi representatives on multiple occasions. 

Eventually, I reached another supervisor named XXXX, who confirmed that the {$50.00} in points was applied, but the {$87.00} credit was not. He again suggested I wait a few more days for the points to appear and assured me that XXXX would call back. As of today ( XX/XX/XXXX ), XXXX has not called, and the credits remain unapplied. 

According to a letter from Citi dated XX/XX/XXXX, they claim they would be applying : XXXX points {$87.00} balance transfer fee credit {$22.00} in interest credits However, when I spoke with a representative named XXXX on XX/XX/XXXX, she informed me that : * My outstanding purchase balance is still {$380.00}. 
* NO POINTS OR CREDITS are SHOWING on my account, and nothing is pending. 

Not only are the XXXX points that Citi claimed to have applied not showing, but the XXXX points that I was told multiple times were pending have disappeared from my account. 

To clarify, XXXX told me that the credits would be applied to reduce my purchase balance directly. However, my purchase balance has not changed, and I am still being charged interest. 

The purpose of this resolution was to apply the credits toward the purchase balance to reduce the balance upfront so I can pay off what is remaining. Otherwise, they will go toward the 0 % interest balance transfer or the 0 % XXXX XXXX  balance rather than the purchases that are accruing interest. This would not resolve the problem and would continue to increase my expenses. 

Additionally, Citis explanation that interest will continue to accrue for XXXX more billing cycles after paying off the purchases makes no sense, given that both my balance transfer and XXXX XXXX  are at 0 % interest. 

Attempts to Resolve : I want to emphasize that I have made many payments exceeding the minimum due before the purchases hit the statement because I was instructed by Citi representatives that this would help me avoid interest charges. Despite following their guidance, I have been continuously penalized. 

I have spent significant time, effort, and money trying to qualify for the promotional offer and resolve this situation, only to face repeated misinformation. The stress caused by this situation has been overwhelming and emotionally and financially detrimental. 

Thank you for your attention to this matter. I am committed to resolving this issue fairly and expect Citi to take responsibility for the errors and miscommunication that have caused ongoing problems with my account.

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