Consumer complaint received 2023-08-28
Company: CITIBANK, N.A.
State: MO
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
To Sir/Madam I am writing to file a formal complaint against Best Buy, specifically the XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX MO. My complaint pertains to what I believe are misleading and deceptive marketing practices surrounding a recent promotion involving the Best Buy credit card and cashback rewards. As a recent transplant to XXXX XXXX from XXXX, my husband and I visited the aforementioned Best Buy store to make substantial purchases, exceeding {$4000.00} in value. During our in-store experience, a store associate informed us that by opening a Best Buy credit card account, we would be entitled to a 10 % cashback reward, called " rewards certificate, '' intended for new users. This reward, we were explicitly told, could be directly applied to reduce the balance on the credit card account. Given that I already hold credit cards with established cash back programs, including my XXXX XXXX, I was specifically interested in the Best Buy credit card for its promised 10 % cashback benefit. I went to great lengths to confirm with the associate that the cashback reward would indeed serve to reduce the credit card balance and not merely be applicable to future purchases. On each occasion, the associate assured me that the reward would indeed offset the credit card balance. In light of these assurances, I proceeded to open a Best Buy credit card account with an approved credit limit of {$4000.00}. Before finalizing my in-store purchases using the newly acquired credit card, I reiterated my understanding of the rewards with the associate. Once more, I was assured that the 10 % reward would effectively lower my outstanding balance by 10 %, resulting in a payment of {$3600.00}. However, upon receiving my Best Buy credit card statement, I discovered on the credit card website that I had been credited only {$360.00} in the form of " rewards certificates '' and an additional XXXX points. This sum fell {$40.00} short of the initially promised reward amount. To compound the issue, my attempts to utilize these rewards to make a credit card payment were met with technical difficulties. Subsequent endeavors to address these concerns with the Best Buy customer service department proved exasperating. My initial phone call was prematurely disconnected ( Attachment No. 1 ), and an online chat with an agent was terminated abruptly upon my mention of escalating the matter to the Consumer Financial Protection Bureau ( Attachment No. 2 ). As a XXXX XXXX in XXXX and a conscientious consumer, I am deeply troubled by such dubious marketing practices, which appear to be perpetuated by several companies in the industry. It is disheartening to witness that these practices persist despite my diligent efforts to seek clarity and confirmation prior to committing to the credit card account. While I regret that I can not recall the name of the store associate who provided me with the information, I can attest to her indication that she was pursuing her XXXX at a XXXX XXXX XXXX. I am prepared to engage with her in person regarding our conversation if it aids in the investigation of my claim. In light of the aforementioned circumstances, I am submitting a formal request for Best Buy to rectify this situation by disbursing the rewards as initially promised, in the form of a {$400.00} cashback. This sum should be applied directly to my existing credit card statement balance of {$4000.00}. I explicitly decline any alternative rewards, such as " rewards certificates, '' which are exclusively valid for future purchases. I appreciate your immediate attention to this matter and your commitment to addressing these concerns in a timely manner. For any further communication, please contact me at XXXX or XXXX. Thank you for your assistance and understanding as we endeavor to address and rectify this issue. Sincerely, 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