Consumer complaint received 2023-11-05
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/, I received a text alert at XXXXXXXX XXXX : Free My Best Buy Citi Fraud Msg. Card XXXX Did you attempt a charge at XXXX XXXX on XXXX? XXXX, XXXX. Reply STOP to Opt-Out. I immediately texted 2 for NO. Then, I received another message from the same source thanking me for the response and providing the number for a Fraud Dispute. I then spoke to 2 separate representatives indicating VERY CLEARLY that I was at home and had not used the card for any purchases. Now, the fact that Best Buy TEXTED and CALLED the same exact night CLEARLY indicates that they suspected fraudulent activity. Their representative told me that there had been a fraudulent purchase online at Best Buy on XX/XX/ for {$1200.00} and 2 fraudulent purchases at a XXXX, one for {$100.00} The fact is that Best Buy knew something fraudulent was occurring. That is why they contacted me! I spoke to their representative on XX/XX/. A woman named XXXX flippantly informed me that she did not have any of the information from the previous phone calls, which Best Buy ALWAYS INDICATEs ARE RECORDED. I asked her why she was calling me if she did not have all the information. Why would a representative from Best Buy call me without having all available information regarding this issue?! She then told me that she had heard the previous recorded conversations I had with the Best Buy representative and told me that she cringed when she heard them say to me that the major fraudulent purchase was made online because, according to " XXXX, '' that information was not true. So, I WAS LIED TO REPEATEDLY BY BEST BUY REPRESENTATIVES/CUSTOMER SERVICE! First, " XXXX '' told me that she did not have this information. Then, she told me that she had heard the recorded conversation and cringed because the Best Buy representative lied to me about the fraudulent purchase. Then she said that I had to find out who committed the fraudulent purchase! So, the Best Buy representatives lied to me, tell me I have to pay your bank money for something I DID NOT purchase, and then told me that I am the one with the obligation of figuring out what happened. They have not even provided a receipt for the alleged transaction! 

Now, Best Buy is accusing me of fraudulent activity that this company knew was occurring by contacting me at the moment it was occurring! Best Buy is accusing me of theft. So, they need to file a police report, or get search warrants, or obtain video footage of the fraudulent purchase or do all of the above before calling me with twisted explanations in which Best Buy own representatives discredit each other and say they are lying. At the very least, they should provide proof with an actual receipt of the major transaction! Best Buy needs to prove that I charged this card on XX/XX/ and on XX/XX/ before calling me to accuse me of lying and stating that Best Buy wants me to pay them {$1200.00} for the fraudulent transaction on XX/XX/ and {$100.00} for the fraudulent transaction on XX/XX/XXXX. What in the world makes Best Buy think that this company can just call people and tell them to pay Best Buy money for something the credit card holder didnt buy?! If Best Buy makes me GIVE them money- over a XXXX dollars - then, they probably commit this fraud with others, with anyone Best Buy wants to cheat out of money. The issue now is a matter of SOCIAL POLICY and extortion committed by Best Buy that could amount to millions! 

I do not have documents to attach because Best Buy has not produced a receipt for these transactions. All I have are the charges on my credit card statement.

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