Consumer complaint received 2023-03-17
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I placed an order online with Best Buy on XX/XX/2022 for in-store delivery at their store location - XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX with my citi-bank credit card. As stated in their pick-up policy, the customer is required to show an official ID and order info to be given their item. Best Buy authorized my item to be picked up by someone else - I was NOT the one who picked up the item. I was not aware of this until I checked my email and saw a notification from Best Buy that my item was picked up, but when I checked my order status online, it said it was returned and that I was refunded. I thought I missed the pickup deadline, and since I did not pick up my item, my order was reflected as refunded. 

When the charge was not refunded I filed a dispute with my credit card company, Citi-Bank , and an investigation was opened. It was discovered that the item was picked up and returned at a different location on the same day XX/XX/2022. They returned my original order and exchanged it for an item of similar price, a XXXX XXXX XXXX at the Best Buy location on XXXX XXXX XXXX, XXXX, NY XXXX. The transaction was logged at the price of XXXX, the price difference between the two items. I did not receive any notification of this transaction from Best Buy at the time it was placed. This order transaction did not appear on my best buy account until after I filed my dispute with Citi-Bank and they discovered the exchange. 

When I told Citi-Bank that I was not the one to make the exchange, they refunded me the original amount of XXXX and issued me a new card. They stated that an exchange should not have been able to be made with my card information if I was not present. I thought the issue was resolved, but the charge showed up again on my new card. When I called Citi-Bank , they said that it was misclassified as fraud when it should be considered a dispute. I keep getting a different representative each time who does not fully understand my case and is giving me different answers. I have contacted the merchant who tells me to contact Citi-Bank , and Citi-Bank tells me to contact the merchant. Neither has given me a clear answer or resolution. 

In conclusion, another person picked up my order and made an exchange with my information. I do NOT have a XXXX XXXX XXXX OR the TV I originally purchased. My order of a XXXX XXXX XXXX was stolen by another person and they were allowed to exchange it for a XXXX XXXX XXXX without a proper identity verification process. I should be refunded my original purchase of {$1400.00} as I am not responsible for the lack of security protocols in place that allowed another person to pick up my order and make an exchange with it.

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