Consumer complaint received 2023-09-09
Company: CITIBANK, N.A.
State: AZ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
I am filing this complaint due to a credit card debt issue with Citibank Best Buy Credit Services and a Breach of Contract. Here is a summary of what happened : On XX/XX/XXXX, I lost my Full-Time Job in order for my previous employer to maintain the financial stability of their company and promptly informed Citibank Best Buy Credit Services of my job loss for this very reason. 

I contacted Citibank Best Buy to request the activation of the Enhanced Debt Protection Program that I had been consistently paying for and purchased on XX/XX/XXXX. 

I contacted Citibank at XXXX and spoke with a customer service rep who I believed understood my request and informed me to wait for a written confirmation via postal mail regarding my Enhanced Debt Protection request. 

On XX/XX/XXXX, I received a response from Citibank Best Buy Credit Services, however, it did not acknowledge my request to activate/begin the Enhanced Debt Protection Program due to job loss. Instead, the letter referenced a " Covid-19 Related Relief '' without specifying anything I spoke with the customer service representative about regarding the Enhanced Debt Protection Program.

I immediately called Citibank Best Buy regarding the misunderstanding. This customer service rep assured me they would get started with the Enhanced Debt Protection Program Request and I was told to wait for another letter of confirmation in the mail. 

Subsequently, I received another letter this time stating that " no Covid-19 relief request could be applied at this time, '' indicating another misunderstanding of my request. 

The following months became more and more difficult to get on the phone with Citibank Best Buy customer service and eventually, I was no longer able to access my online account despite the automated messages informing me to make my requests online due to customer service being inundated with calls as the pandemic grew. 

On XX/XX/XXXX, I received a letter from Citibank Best Buy Credit Services stating that the Enhanced Debt Protection Program was canceled due to non-payment on the account.

Despite my continued efforts to communicate my situation and activate the Enhanced Debt Protection Program that I purchased in XXXX, my requests were never properly addressed. 

One month later, my account was sent to collections and acquired by a junk debt buyer. 
Citibank Best Buy Services breached this contract by failing to activate the program as requested when I indicated I experienced full-time job loss, which was a covered event under the program. 

Due to Citibank Best Buy Services failure to activate the program upon my initial and immediate request, and then the subsequent cancellation of the program despite my efforts and without proper justification, I should not be held responsible for the outstanding credit card debt, which was initially protected by the Enhanced Debt Protection Program. 

The attachments will show my Credit Card statement for XX/XX/XXXX that shows the Receipt of Purchase of the Enhanced Debt Protection Program on page 3 of 9.

I will also include the Termination of Employment email from my previous employer, all correspondence from Citibank Best Buy and the letter of Cancellation of my Enhanced Debt Protection Program received 1 year after I made my initial request to activate my Enhanced Debt Protection Program.

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