Consumer complaint received 2022-06-03
Company: CITIBANK, N.A.
State: NJ
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: Card was charged for something you did not purchase with the card

Complaint:
I bought a computer from Best Buy in late XX/XX/2020 and also bought the XXXX XXXX protection to help me with the computer set-up. ( I did not write to you prior to this because I had never heard of you until now. ) I needed help setting up my computer and went online and XXXX the best buy telephone number on or around XX/XX/2020. The Best Buy  logo showed up with their telephone number. I called the number and the man answered very professionally stating that he was a Best Buy rep and he needed to get into my computer to help fix the problem. I know this was a normal procedure as Best Buy reps had come into my computer remotely before. When I let him in, the screen once again showed the Best Buy logo. He said not to worry and he would fix my problem and to leave the computer on. He said I would be receiving some things in the mail to fix my computer and to call him back when the box arrived. I said that would be fine although at that point I was a bit suspicious. The next day the man called me up to see if the box arrived. I thought that sounded even more suspicious as I never had a Best Buy employee call me first so I turned off the computer. So when the package came he called me and wanted the numbers on the cards. I had received a router and 3 game cards. I did not give that to him and instead went to Best Buy to ask if this was real. They said it sounded suspicious. They took back the router and refunded me the money, but said they could not give me the money for the game cards. They said not to worry though, that Citicard was very good about that. They also had 3 game cards emailed ( digital game cards ) so I had a total charge of {$600.00} ( eventually, because, I had held onto one card, and returned to Best Buy several times, one manager finally did give me a refund for the one game card I still had in my possession. So the total was then {$500.00} owed back to me. 

I have been in battle with Citicard ever since. They wrote me back in XX/XX/2020 and told me that I was not entitled to the money back. I called them up and they said that it was not fraud!! I went to the police with the issue and they said it was fraud. ( See attached police report. ) I reopened the case several times with them and was on the phone many times with them for hours upon hours on end. Citicard is claiming that it was not fraud and they will not credit me the money. They said it was a scam and I am responsible This is the definitional of fraud from the XXXX XXXX dictionary : intentional perversion of truth in order to induce another to part with something of value or to surrender a legal right b : an act of deceiving or misrepresenting : TRICK This is what was done to me and the police agreed!! But Citicard did not. On XX/XX/2020, I spoke to someone in the Citibank in America named XXXX. She felt horribly and worked hard to try to get me the money back. She spoke to someone else and I was on hold for about another hour, but at least I felt I was getting help. At that point, I was told that they were going to give me my money back. On XX/XX/2020, I spoke o XXXX who told me I would be getting the {$500.00} back. I did in fact get it into my account and I received a letter in XX/XX/2020 that they were reversing the refund and they were charging me again! So now I have another {$500.00} charge on my Best buy card because they reversed it!! This is harassment and I have another issue with them with another charge at XXXX XXXX XXXX XXXX Unbelievable. I have a high credit score and I am not appreciating what they are doing to me as I am continuing to pay these bills for fear not paying them will lower my score. 

I would greatly appreciate your help. I will attach as many attachments as your system will allow. 
Thank you, Kindest regards, XXXX XXXX

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