Consumer complaint received 2018-04-19
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I logged into my Best Buy account to check my account activity. I wanted to see how much I paid on my previous due date. When I logged on and reviewed the statement I noticed a {$10.00} fee called XXXX XXXX  XXXX. I initiated a chat with one of their customer service reps and they told me the charge was a debt protection plan and that I could call the number listed next to the amount. The next day I called Best Buys credit card service and the representative I spoke too knew exactly why I was calling and she told me that since I did not authorize these charges that they would be refunded. She then asked to place me on hold. I was on hold for a few minutes, and then I was transferred to a recorded message that had already begun to play telling me the office was closed, and asking me to call back during business hours. I called back the following day, XX/XX/XXXX, and spoke to someone else. I explained the scenario again that I am being charged some fee each month for something I didn't enroll in or authorize and I wanted to cancel it and request a refund. She unenrolled me and then attempted to end the call so I reminded her that I wanted to request a refund for the charges. She told me that she would request the refund and I asked her for some type of confirmation number and she gave me " XXXX  '' and told me I would get a letter 30 days later. After this call I decided to do some research online and it appears that Best Buy has been doing this for a while and there are hundreds of complaints posted on various sites. I called the customer service line again the next day and explained that I found some information online and from what I saw they don't process refunds. I asked her if I really needed to wait 30 days or if she could just tell me now based on her experience with this issue if a refund would be processed or if refunds had ever been processed because this is a complaint they are clearly aware of. She told me they didn't have an answer in her department and when I asked which department does she said there wasn't one that could answer my question.

This practice is predatory and damaging to consumers. After looking at all of my available account statements I conclude this fee was a % based on the account balance. My last statement I paid the minimum payment of {$39.00}, they then applied interest in the amount of {$25.00} and the fee in the amount of {$10.00}. Making the amount I paid only {$2.00}. Best Buy is aware of their predatory and malicious practice as demonstrated in a letter from XX/XX/XXXX addressed to XXXX XXXX XXXX, the Board of Governors of the Federal Reserve System. In the letter they are making a request to alter the Boards recommended disclosure for debt cancellation. I feel that being asked to wait 30 days for this to be resolved is another tactic where they may be trying to pull a rug out from under my feet. This practice is malicious and done with intent of making money off consumers with non disclosed fees.

Thank you for taking to time to consider my complaint. Any help towards a just resolution is truly appreciated.

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