Consumer complaint received 2025-11-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
I started a balance transfer of the city. I paid {$1000.00} on XX/XX/XXXX and I paid another XXXX dollars on XX/XX/XXXX. my balance transfer was to end XX/XX/XXXX and after I made those XXXX payments I received my statement and realized the balance never went down. I called Citi to see what was going on and the lady explained to me how since I had another balance transfer at XXXX that it wouId go to that balance first since it was the highest XXXX on the account. I asked her how I can pay off the amount for the balance transfer ending XX/XX/XXXX without getting any interest. Being that I was unable to pay both accounts in full I asked what the next best route would be. She told me to call in the next day XX/XX/XXXX and pay off the remaining balance & I would be charged {$60.00} ( roughly ) because that amount would have the higher APR since the transfer ended. Great that works for me since I was unaware so then I called XX/XX/XXXX talked to a representative she told me that the balance was still showing XXXX for the XXXX. She said to call back later or call the next day. I called back that afternoon because i want to get this handled and taken care of. Another lady told me the balance was no longer showing 0 % and I could go ahead and get it paid. It was never once was mentioned about waiting till the statement came out to make sure of it. We then continue to talk about paying the actual amount for that balance transfer and also adding the purchases to make sure that would clear out that portion. I then asked her a few times are you sure this is going to pay off my account balance that ended yesterday XX/XX/XXXX and she keeps telling me multiple times that that will take care of it, I said are you sure & was reassured multiple times. So I hang up and make the payment online. A few weeks later I get my statement and the balance is still there. I have been calling citi since then have gotten nothing but rude people. They make me explain everything XXXX times they wont transfer me to a supervisor if I finally get a supervisor, they say they have to look into it & Theyll call me back. I finally talk to a lady who was able to go through the calls that I told them to look at because Im not lying. Told them dates times & everything. She told me she would listen to those and call me back, gave me her name and said I can even call in and ask for her, also false information because NOBODY can or will transfer me to her. I am actually still waiting for her call back. Today is XX/XX/XXXX XXXX. Nobody calls back. Nobody has a solution. Im not asking for anything for free. Im trying to figure out my account as I was told wrong information. I mean, I had to eat {$2000.00} because of it, Im not asking them to pay my account. Im asking them to move the money where it should have gone based off the information I was given by their employees. Its not my fault your employees dont know your policy. Anyways, I continue calling citi get nowhere, of course but on XX/XX/XXXX I called again and talk to a man named XXXX. He was very nice and understanding. He said he looked through the notes and saw that the prior employee ( senior account supervisor, who I cant get a hold of ) had a chance to listen to the calls recorded and yes, I was correct that I was given wrong information. He credited me the interest for the prior month but here we are another month later and no progress still have yet to get calls back from anybody keep calling in people are rude like its my fault and the best answer is sorry. They also keep sending me the same letter of how the payments are distributed, which I understand, but they are wrong because they told me wrong information. They need to fix this and I am not backing down. I was unaware of information so I had to pay for my mistakes and they need to fix theirs. Tonight I got a lady who just put me on hold and left me sit there for XXXX minutes. I kept saying hello and no answer as she didnt want to deal with me and thought I would just hang up. NOPE! So then I finally get her supervisor who was terrible. Talked to fast so you couldnt get any information & his tone was incredibly rude. When I asked him why he was being rude he said Im not but all the sudden his whole tone changed. He was also speaking to me like I was stupid because I am a female and he was XXXX, told me he cant transfer me i need to call back during regular hours to complain about him and said some smart comment about even though we told you the wrong information you still agreed to the terms and conditions. AWESOME customer service citi!!!! again Im not asking for anything for free. Im asking them to fix the problem that they created from their employees telling me wrong information. I have wasted so many hours dealing with these people who wont own up to their mistake and make it right. I would be fine with another 0 % transfer if they can do that instead. All they do is just tell me weve submitted it will let you know. This is their way of getting me off the phone. nobody has yet to call me back I just get that same stupid letter in the mail and every time I call now the agents just read the letter. Ive read the letter i understand the letter but why wasnt that letter given to Me when I called about making those XXXX {$1000.00} payments. That is not a solution and I will not backdown. I dont know who else to reach out to because everytime I call I get no where.

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