Consumer complaint received 2026-03-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Unexpected increase in interest rate
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
This complaint is submitted as a follow-up to my prior complaint regarding Citibanks handling of a promotional APR offer on my Citi XXXX XXXX account XXXX account ending in XXXX ). I am providing additional detail regarding the sequence of events and Citibanks failure to accurately document and substantiate the promotional terms being enforced. After opening my account, I initiated a balance transfer in reliance on the promotional 0 % APR offer. However, shortly after account opening, Citibank removed or disrupted my ability to utilize the balance transfer as expected. As a result, I contacted Citibank directly to address this issue. Following that interaction, the balance transfer functionality was re-issued or reinstated in or around XXXX, at which point I proceeded under the understanding that the promotional period would align with that timing. Based on this sequence, the expected expiration of the promotional APR would reasonably correspond with XX/XX/year>, consistent with an 18-month promotional period tied to when the balance transfers were effectively completed and usable. Citibank is now asserting that the promotional period was only 12 months, with an expiration date of XX/XX/year>. This date does not align with the actual sequence of events, including the disruption and subsequent re-issuance of the balance transfer functionality. On XX/XX/year>, I sent a formal written request to Citibank seeking documentary verification of the promotional terms being enforced. In that letter, I requested specific records, including the original solicitation, Truth in Lending disclosures, and internal records reflecting how and when the promotional APR was applied. In its response dated XX/XX/year>, Citibank did not provide any of the requested documentation. Instead, the bank stated that its records reflect a 12-month promotional term, declined to produce supporting evidence, and indicated that internal records would only be released pursuant to a subpoena. Citibank further stated that it considers the matter closed and will no longer respond. Additionally, Citibank has failed to provide critical information necessary to verify the accuracy of its claims, including : - The exact dates on which my balance transfers were completed or became effective - The date used to initiate the promotional APR period - Any documentation explaining how the XX/XX/year> expiration date was calculated - Any records reflecting the disruption and subsequent reinstatement of the balance transfer functionality These omissions are significant. The timeline of eventsincluding the removal and later re-issuance of the balance transfer capabilitydirectly impacts when the promotional period should begin. Citibanks failure to account for these events or provide documentation raises concerns that the promotional period has been misapplied or shortened. Without the required disclosures and account-level documentation, I am unable to verify the terms Citibank is enforcing or the validity of the interest charges assessed. I am requesting that Citibank be required to : 1. Provide the original solicitation and Truth in Lending disclosures associated with this account 2. Provide the exact dates each balance transfer was completed or became effective 3. Provide the date used to initiate the promotional APR period and a clear explanation of how the expiration date was calculated 4. Provide records reflecting the removal and reinstatement of balance transfer functionality on my account 5. Correct the promotional APR period to reflect the actual timeline of events, if documentation can not substantiate the current terms being enforced 6. Reverse any interest charges or fees resulting from the premature or incorrect expiration of the promotional APR Citibanks refusal to provide documentation, combined with inconsistencies in the promotional timeline and unaddressed account events, raises serious concerns regarding the accuracy of the terms being enforced and compliance with required disclosure and recordkeeping standards. I request that the CFPB review this matter and require Citibank to provide the necessary documentation and correct any resulting errors on 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 explanation