Consumer complaint received 2026-04-09 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
This complaint concerns improperly applied deferred interest charges of approximately {$2200.00}, which caused my account balance to increase from about {$2900.00} to {$5200.00} without any new purchases. In XX/XX/XXXX, I purchased a laptop from Best Buy for approximately {$2500.00}, of which {$2400.00} was financed under a promotional no interest if paid in full plan. I consistently made all required payments on time and frequently paid more than the minimum due. My account has remained in good standing with no history of delinquency. Despite this, deferred interest charges were retroactively applied. I disputed these charges in a timely manner and requested a full investigation, supporting documentation, and a clear explanation. During a phone call with Citibank in XX/XX/XXXX, a representative acknowledged an issue related to payment allocation and confirmed that a partial credit had been applied, which is reflected on my most recent account statement. I was also informed that a formal letter explaining the adjustment and resolution would be sent to me. However, no such letter was ever provided. After waiting approximately one month, I contacted the company again and was informed that the case had been closed without my consent and without providing the promised documentation or a complete resolution. During this follow-up call, I was also informed that no formal letter would be sent, contrary to what had previously been communicated. The representative provided a call reference number ( XXXX XXXX XXXXXXXX ), which I have documented and for which I have a supporting screenshot. Additionally, my most recent account statement shows that interest charges, including {$37.00} at an APR of 29.74 %, continue to be applied while this dispute remains unresolved, despite the promotional balance still being reflected on the account. This ongoing accrual of interest further increases the financial impact and has not been adequately explained or justified. Citibank has failed to provide sufficient evidence, documentation, or a clear explanation of how the deferred interest was calculated, how payments were allocated, or how the dispute determination was made. The responses provided have been incomplete and lack transparency. Based on these facts, including the companys acknowledgment of an issue, the application of a partial credit, failure to provide promised documentation, continued accrual of interest, and unilateral closure of the dispute, I believe this matter was not handled fairly or in accordance with applicable billing dispute procedures under federal law. I respectfully request that the improperly applied deferred interest charges of approximately {$2200.00} be fully removed, that all interest charges previously assessed in connection with this issue be fully refunded, that all ongoing interest be stopped immediately, that my account balance be corrected accordingly, and that the company provide a complete and documented explanation of how the deferred interest was calculated, how payments were allocated, and how the dispute determination was made.

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