Consumer complaint received 2017-05-02
Company: CITIBANK, N.A.
State: KY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
I 've been noticing that I had been having some unauthorized charge on my Best Buy ( Citibank  XXXX  -  whatever it is called now ) account called " Debt Protection/Debt Cancellation. '' I never really thought anything of it. Further into doing research, I noticed it had been on my account for  two y ears ( the oldest statement that I can see online is from  XXXX   XXXX   ),  and I 'm assuming this probably has been happening unknowingly for much much longer. It 's been around $  15-  {$18.00} every month. I NEVER ever purchased this or authorized this, because I have no need for that service or any similar service. Every time I buy something anywhere and they ask for any kind of additional protection, I always say no. Plus, I have n't charged anything to my card in years and years and years. I saw online that  Citibank  had numerous complaints and there was a  Class Action  lawsuit and that they were fined {$35.00}  XXXX  and forced to reimburse {$700.00}  XXXX  to customers.  I  NEVER got notified or refunded at all or received any notification that this had occurred. This is actually the first time I 'm hearing about ( ever since I did research online this week ). I would like to find out when the charges started and be reimbursed for the entire amount up until currently, as well as having the whole " debt protection '' charge cancelled and removed from my account indefinitely. I 've even read about people having the charges on their card even after their card is paid off and the account is closed. I do n't want that to end up happening to me. I contacted Best Buy and they sent me this message " We received your recent request regarding your account. We have received your request to change or cancel your debt protection enrollment. This process is handled by  XXXX , a third party vendor, please contact them directly at  XXXX  ( TDD/TTY : Use Relay Service ) Monday thru Friday  XXXX   XXXX  ET to  XXXX   XXXX  ET, Saturday  XXXX   XXXX  ET to  XXXX    XXXX   ET and Sunday  XXXX   XXXX  ET to  XXXX    XXXX   ET. Please let us know if we can be of further assistance. '' I 've never heard of  XXXX  or was ever informed of this Debt Cancellation service, and I do n't want to play phone tag. The account should also be closed - as of  XXXX  ( I still have a balance on it  ).  The account is n't active, but yet they are still charging me for this " debt cancellation service. '' Once the balance is paid off, I do NOT want them to continue charging me for something that I do n't want. That  XXXX  is also the number on my statement each month. ( I have attached  XXXX  screenshots -  XXXX  is a statement from  XXXX   XXXX , and it states that I purchased " debt protection, '' which is not true, because this is the first I had ever heard of it! ) I 'd like to get this resolved as quickly and less painful as possible. I would also like for that money from all of those years be reimbursed.     I RECEIVED A RESPONSE, AND I WAS N'T ALLOWED TO LEAVE FEEDBACK. THEIR RESPONSE WERE ALL LIES!   They said, " We are sending a letter to the customer declining the request for a full refund of the  Debt Protector  Fees billed to the account. We explained that the account was enrolled at the time of application, and provided a copy of the application for the customers review. We confirmed that we have cancelled the service as requested. We explained that we have no record that a claim has been filed regarding the unemployment events mentioned in the inquiry. We have sent benefit verification forms under separate cover that will need to be completed and returned at their earliest convenience. We explained that the address listed on the account does not match what was provided on the inquiry, and asked that they call the number on the back of their card if they would like to update the address on the account. ''  ONE  : They NEVER explained anything to me and never provided a copy. And if I supposedly signed up, it was a forgery. The only thing I agreed to was 18 months interest free.      TWO  : They NEVER said they cancelled it. Instead, they TOLD me to call a number. I have documented proof they did NOT cancel it. Stop lying.     THREE : Obviously they do n't have no record of unemployment, because I NEVER signed up for this program. So, why would I send them something like that, because I NEVER knew I had the program. And again, lies.      FOUR :  My address is different because I have n't used the card in years. And they also NEVER asked me to call and update the address.

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