Consumer complaint received 2025-05-05 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:
XXXX XXXX Citibank XXXX XXXX by representatives, Mishandling of Payments/Credits, and Poor Customer Service I am filing this complaint due to ongoing issues with Citibank that began in the fall of XXXX and remain unresolved as of XX/XX/XXXX. 

Last year, I contacted Citibank to inquire about a balance transfer offer on my existing credit card. I was informed there were no offers available on that card, but I could apply for a new Citi card with a balance transfer promotion. I applied and was approved, but only for a {$3000.00} credit limit. 

During that call, the representative also informed me of a promotional offer : if I spent {$1500.00} on purchases by XXXX, I would receive extra cashback. To ensure I could meet the promotions requirements, we agreed to reserve {$100.00} for purchases that I could use and pay off each month, and use the rest for the balance transfer. A balance transfer fee of {$87.00} was charged. 

I made payments and purchases as discussed, expecting the account to be managed according to what the representative and I discussed. Unfortunately, the guidance I received was misleading and contradictory. 
Over the past XXXX  months, I have made numerous calls to Citibank regarding improper interest charges, misapplied payments, and confusion about the promotional terms. I was not told that purchases needed to be made before the balance transfer was initiated. I was later told I had to pay off purchases * before they posted * to avoid interest. However, those payments were also misallocated. 

Despite my diligent efforts, most of my payments have gone toward the 0 % balance transfer, not the purchases, resulting in interest charges and thousands of dollars that were applied to my 0 % interest promo and not my purchases, stemming from all of the misinformation I was given. 



At the end of last year, a XXXX advised me to schedule multiple $ XXXX payments, and in return, he would waive the interest. I did so, and the interest was waived for XXXX monthsbut again, the payments were incorrectly allocated, leaving me in the same situation shortly afterward. 

Eventually, I was told that I needed to request payment allocation. This was the first time anyone had told me this. A kind representative submitted an allocation request on my behalf, but I later received a letter stating that the request was denied. 

On XX/XX/XXXX, I spoke with a XXXX named XXXX, who promised to issue a credit for the {$87.00} balance transfer fee, a {$50.00} goodwill credit, and to waive the accrued interest. He was supposed to follow up with me the following Wednesday to confirm the adjusted balance, but I never received a call. I later discovered that he noted in the system that he did call, stating I had no voicemail, which is not true. It appears he may have called the wrong number. 

On XX/XX/XXXX, I called and was told that only the {$50.00} credit had been submitted, on XX/XX/XXXX, not XX/XX/XXXX, as XXXX told me. I was also told the {$87.00} credit had not been applied. They confirmed that the interest was waived, and assured me both days that XXXX was contacted via email and asked to call me. 

As of today ( XX/XX/XXXX ), the {$50.00} is not on my account, and XXXX has not returned my calls, despite multiple follow-up requests made through supervisors named XXXX and XXXX. 

I also requested that XXXX have the call with XXXX reviewed, but I was denied and told I would need to submit that request in writing. 

I have recordings of all calls and have attached the relevant portion of the transcript from the XX/XX/XXXX call with XXXX, where he states he would issue the credits. The full transcript is quite long, but I can provide it if needed. I also have the full audio recording available. Please note : the transcription app is not perfect and may have some unclear sections, but I believe the portion Ive included provides enough evidence of what was promised. 

Despite making thousands of dollars in payments, my payments continue to be misapplied, interest continues to accrue, and the promised credits have not been applied. I have been a loyal Citibank customer for decades and hold multiple accounts. The level of misinformation, rude service, lack of follow-through, and failure to resolve my concerns is incredibly disheartening. 

I have made every reasonable effort to resolve this directly with Citibank over the past XXXX  months. If Citibank 's representatives don't understand the promotions, how are their customers expected to? After repeated misinformation and unfulfilled commitments, I am seeking assistance from the CFPB. Thank you for your attention to this matter. 

Attachment : Transcript excerpt of call with XXXX from XX/XX/XXXX.

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