Consumer complaint received 2020-01-28
Company: CITIBANK, N.A.
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/XXXX, while working on my taxes and going through my credit card statements, I noticed a charge on my Best Buy Credit Card Statement that fluctuated month to month. I normally just pay my account online each month and unfortunately don't pay close attention to the statement. I have purchased numerous items over the years from best buy that including a warranty ( such as XXXX, computers, televisions etc ) so if I noticed a charge on my account over the years I assumed it was for one of  these. When I began to really closely review my account statements I noticed I was charged the fluctuating fee every month all the way back to as far as my statements would pull up online (XX/XX/XXXX ). There is a number next to the charge that states to call this number concerning this fee and not the Best Buy Consumer Card number. I called this number and questioned the charge and I was notified at the beginning of the call that the call was to be recorded so the company should have the recording. I inquired about the charge and when it was added to my account and asked how is was authorized to be put on my account. The representative told me I had been charged for debt protection and the charges began in XX/XX/XXXX when I opened the card. I told the rep, that I had NEVER authorized this charge and I wanted to dispute it and wanted all of the charges refunded back to XX/XX/XXXX. She asked if I wanted to cancel the debt protection and I said yes ( I never authorized it to begin with ), she then told me that she would cancel it, and she would have all of the charges removed and I would see this reflected on my next statement. Meanwhile I called Best Buy Consumer Card Service number and notified them of the fraudulent charges and my disappointment, I then inquired about the about interest that has been charged against this monthly fraudulent charge since XX/XX/XXXX. The representative told me he could reverse the recent amount of 41.00 interest charged but that would be all he could do so I told him I would wait until the refund was made and then speak with someone else concerning the interest on the charges. I then messaged Best Buy online and asked to be mailed copies of all of my statements that weren't available online past XX/XX/XXXX. I  received those statements in the mail today ( XX/XX/XXXX-XX/XX/XXXX ), XX/XX/XXXX-XX/XX/XXXX was not included in the mailing ( most likely because XXXX was over the card through those years and sold to Citi in XX/XX/XXXX ). I received an online message through my account stating that the debt protection was cancelled but the funds would not be refunded to me. From the statements that I have dating back to XX/XX/XXXX, I have been charged XXXX for these fraudulent debt protection fees on the statements that I have and there's no telling how much more for the three years I don't have available. I went online researching this matter and it's clear I'm not the only person that this has happened to. This is a widespread matter that needs to be investigated and stopped. I expect for these fees to be fully refunded and my account credited the full amount and the interest amount that was charged against these fees refunded as well. Best Buy, Citi nor any third party company has any documentation of my authorization for this debt protection or the fees associated with it. Thank you for your assistance in this matter.

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