Consumer complaint received 2023-12-19
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Sub-product: Store credit 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 made an appliance purchase at Best Buy Store using Best Buy ( Citibank ) credit card on XX/XX/2023. Best Buy was unable to deliver on the day of expected delivery XX/XX/2023, so I decided to cancel entire order and purchased appliances elsewhere. I received what I thought was a full refund until 30 days later when I received a bill from Best Buy Citibank credit card for {$190.00}. On XX/XX/2023 I contacted the credit card who directed me to handle with the store. I spoke with a manager at the store who said they'd work with Best Buy corporate to refund within 2 weeks. On XX/XX/2023 I began to receive debt collection calls. I explained the entire story and spoke with a few people. I called Best Buy repeatedly between XXXX which is documented. I was continually told different things by Best Buy. I was hung up on, lied to, mislead, and intentionally strung along in hopes I'd pay for something that should have been cancelled. I was continually told my case was being escalated and worked on. On XX/XX/2023, Best Buy Citibank reported delinquent payment status to the credit bureaus which now effects my credit score. Fast forward to XX/XX/2023 after working with XXXX XXXX XXXX, Best Buy Stores worked with Best Buy Citibank and issued two refunds totaling {$190.00} along with Citibank reversing a late fee of {$29.00}. This brought my Best Buy Citibank credit card account to XXXX balance. Best Buy corporate stated they requested that Best Buy Citibank remove the negative reporting to credit bureau, but they would not. Instead, Best Buy Corporate stated that Best Buy Citibank suggested I dispute the reporting to the credit bureaus. This was absurd and was outright an action to push me off. The credit bureaus will not remove anything from my credit report because I say so and to dispute it with them, I'd need documentation. I reached out to the credit bureaus and was told Best Buy-Citibank needs to request the negative reporting be removed. My credit report should not be affected because Best Buy Stores did not resolve this back in XXXX. Why should my credit history be negatively affected as a result of bad business practices? Why won't Best Buy-Citibank remove the one-time negative reporting if Best Buy Stores explained to them the situation. I have all the calls I've made documented. How is a consumer supposed to navigate this dispute? I haven't had a single late payment on my credit report in over 10 years and now Best Buy Citibank does this because Best Buy Stores did not issue the refund in time? Best Buy store cards are encouraged to be used in the stores and there's a push to buy memberships and protection plans all using their credit card yet when there's a dispute there's no protections for the consumer and the business that the credit card is supposed to be advocating for, they will not support. Citibank will not support what Best Buy stores ( their direct merchant ) are asking.

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 non-monetary relief