Consumer complaint received 2024-03-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I have two Credit cards with Citi and I have been a customer for 10 years or so. Always been in good standing with them and paid on time. I've availed Balance transfer from them a few times in the past and always worked out with no issues. All terms were honored. 

However, this last time I made two balance transfers on one of my Citi credit card ending XXXX. 

1. XX/XX/XXXX -- amount {$14000.00} -- promo rate 0 % till XX/XX/XXXX. I paid 3 % XXXX fee. 
2. XX/XX/XXXX -- amount {$5300.00} -- promo rate of 2.99 % till XXXX XXXX, XXXX paid 3 % XXXX XXXX Citi XXXX computer system have converted the first XXXX of {$14000.00} into standard purchase as of XX/XX/XXXX and I got charged XXXX for XXXX and for XXXX which totals to {$710.00} ( {$330.00} + {$380.00} ) As far as I can tell why this happened is because of the way their monthly payment program is written. The reason why I say that and have confirmed with Citi is as follows : After making the first XXXX, I forgot to change the auto payment to " minimum payment '' and it was left set to " statement balance ''. So Citi tried to post the entire amount to my checking account, which as expected failed to post as I am short on money these days ( without a job ). 
I did make the minimum payment to this CC so as to satisfy Citi. 

But this attempt to post payment for the entire balance and failure in turn changed the amount of {$14000.00} as Balance transfer to Standard purchase.

I believe this is a bug in their program which is not returning the amounts back to the correct buckets in the event of a failed payment.

I've spoken to Citi via chat and via phone to the dedicated department for issues like these.

And they have agreed that what I have mentioned is exactly what has happened. Unfortunately they do not have any way to return it to the original bucket of Balance transfer instead of Standard purchase. And they are not going to refund the interest I paid for the month of XXXX and XXXX. 

From my perspective, I entered into a contract with Citi where they offered Balance transfer and charged me 3 % immediately and offer me promo rate of 0 % until XX/XX/XXXX. 

I did not breach the contract in any way. It is Citi here correcting the mistake that their System / payment processing logic has made by not returning the money owed to its correct original bucket when there is plenty of time left on that offer. 

I've had Citi look at running balance and transactions and they've confirmed what I am saying is correct. Yet they have no way to make corrections on their end to make this right. 

I am out $ XXXX already and more this month in interest and will lose around {$4000.00} in interest payments up til XX/XX/XXXX due to no fault of mine. 

Note - the second XXXX of XXXX, still shows up in the correct bucket and there are no issues with it. 

Your help in resolving this issue will be really appreciated. 

Thanks, XXXX 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