Consumer complaint received 2021-07-15
Company: CITIBANK, N.A.
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, VA XXXX ( XXXX ) XXXX XXXX XX/XX/2021 Dear XXXX, I went to Best Buy on XX/XX/XXXX to pay the balance on my account. The clerk told me the balance was {$150.00} so I tell him that I want to pay {$100.00}. He typed something in the machine, I paid, and the next day I noticed in my bank account that they charged me {$600.00}. 
I went to the store again to ask what happened and the employee tells me that I had told him that I wanted to pay {$600.00}. I asked him why would I want to pay {$600.00} if I have a balance of {$150.00}, it has no logic. For this same reason I asked why he wouldnt have questioned me if he heard me say {$600.00} when the balance was much lower. I asked to speak to the manager and they told me to speak to XXXX Bank, which is the financial part of best buy and that they were going to return the difference. This overcharge caused me to have to borrow money from my son to pay rent and other bills. 
When I called XXXX they told me that even though they knew it was a mistake they would refund my money and it would take 5 to 8 days. I called after 5 days and they gave me another answer, that the matter would go to a dispute, and only after that the money would be returned to me. 
On two occasions when I called to ask for my money back, the customer service people hung up on me while I was talking to them. I began one of these calls by asking for the name of the employee in case I got cut off, and the representative said that he was going to make an electronic transfer and that he needed my account and routing numbers of my account. Unfortunately I did not have the routing with me and the transfer could not be made at this point ; by this point I had already spent 2 weeks waiting. 
I called the next day with all the information for the transfer. I gave this info to the person attending me and they told me that they were going to make the transfer. I waited a few days, nothing happened, I called again and they told me that they were going to send me a check that was going to take 5 to 8 days.

The check never arrived, I called again, they lied to me again saying that I never gave them my account number for the transfer and that they would send me a check by mail that would take 10 days. After 10 days I called again and they said I have to wait 10 more days. This happened two additional times. This started on XX/XX/XXXX, and still to this day I dont have my money back. 
They have disrespected me, they have humiliated me, they have abused me because as long as they have my money they have the power to do whatever they want with me and not solve anything. Until they feel like it, I am under their control. I only want what is fair, I just want my money back. This situation is very stressful. I have not been able to return the money my son loaned me, and he is demanding that money back from me. 
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