Consumer complaint received 2026-05-23 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: MI

Complaint narrative:
Since XXXX, I have contact Macys credit services regarding my Macys XXXX XXXXCitibank after making a payment I requested that my payments be allocated towards my upcoming promo that was due to expire in XX/XX/XXXX. This will by XXXX my promo would have been paid in full along with any current purchases. Which were none. Instead, they have consistently allocated my payments towards XX/XX/XXXX promo for a balance transfer of {$2000.00}. I paid a {$100.00} fee to take advantage of the balance transfer no interest for 12 months offer and Instead interest Ive been incurring interest because as it stands, it reflects that my XXXX XXXX promo was not paid off because payments were allocated towards the XX/XX/XXXX balance transfer promo. Which to anyone with sense would know that that does not make sense. Since several times from XXXXXXXX XXXX XXXX XXXX, XXXX, and early XXXX with every payment made before the expiration date of the XX/XX/XXXX promo. Ive contacted Macys several times requesting that again my payments be allocated towards the XX/XX/XXXX promo and not the XX/XX/XXXX promo so that I can avoid any interest. Each representative reassured me that my payments would be allocated towards the XXXX promo and any current charges. I paid in full the amount required to satisfy the XX/XX/XXXX promo before the expiration date and again called to ensure that those funds were allocated properly to the XX/XX/XXXX promo. I was insured on several accounts speaking over the phone with Macys credit to ensure that my payments were allocated to pay off my XX/XX/XXXX promo. I was told not to worry they will be allocated properly so that I avoid interest. Since XXXX Ive made contact several times with Macys to correct error or shall I say their misleading a consumer. I spoke with several representatives who said that they will specifically send a report to have this corrected every time. I spoke with an agent they said we see exactly what the problem is, understand and agree. They didnt understand why these funds were allocated in the manner that they were and saw my repeated request to allocate the payments to pay off the XX/XX/XXXX promo before allocating the payments towards the XX/XX/XXXX promo. A representative I spoke with on XXXX XXXX said she would reassure that it would be corrected. She documented my issue and read back to me with the problem was in each payment that I made and how each payment should be reallocated to reflect the XXXX XXXX promo, which would then show it paid in full and that the XXXX XXXX balance should now reflect as the XX/XX/XXXX promo balance. By XXXX this issue was not corrected, and I incurred interest a representative saw where the problem on behalf of Macys XXXX apologized reversed my interest she said Macys would do this every month until XXXX if the department could not correct the problem they made. Here is XXXX and I am calling again going back and forth with a representative named XXXX in Florida being condescending and telling me what I did wrong. She says I was to agree to a disclaimer regarding allocation. I told her that of all the 20 + representatives who I have spoken to, NO one has told me that I had to sign a disclaimer. Then she asks why I am calling to do if I know this is an ongoing problem. If thats not the most condescending and incompetent question that I have ever been asked. Then I dont know what is. They have a person enroll in what appears to be a promo and charge a fee for certain promotions and then improperly allocate payment rendering the promotion unpaid and leaving the consumer to pay it in full early or incur interest. XX/XX/XXXX, I received a response from Customer care who said theres nothing they can do. I paid fee for a promo and was conned.

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