Consumer complaint received 2020-12-06
Company: CITIBANK, N.A.
State: IL
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2020 I placed an order on BestBuy.com for a washer & dryer ( + delivery, installation and taxes ) for the total amount of {$4000.00}. 


I purchased this with a BestBuy Visa credit card I had opened solely for this purchase ; as they were offering 0 % interest for 24 months. This card had NO OTHER CHARGES on it before this initial purchase. 


Upon the day of delivery, I was not at home and my wife accepted it. The delivery people refused to carry the items down the stairs to the basement, and refused to perform the installation. When I arrived home later that day I called BestBuy and told them to send someone to perform the services I had already paid for that day ; or to come and pick up their merchandise. They elected to come and pick up the merchandise. I confirmed with the rep that there would be NO CHARGE for pickup of the merchandise, and absolutely no return or restocking fee. 


On XX/XX/2020 they arrived at the wrong address to retrieve the product ; called me and blamed me for providing the incorrect address, and this was the day I noticed an INCORRECT refund of {$2600.00} show up on my account BestBuy account. 


On XX/XX/XXXX, they finally got their act together enough to show up at the correct address and pick up their unused merchandise that had been crowding up my living room for weeks. It was on this day that 3 other erroneous orders were placed to my BestBuy account but not to the credit card. Several for the incorrect amount of {$2600.00}, one for {$0.00}, most of them stating the order were created in-store. I have never stepped foot in this BestBuy. 


As it stands I paid {$4000.00}, was refunded {$2600.00} leaving a balance of {$1300.00} on my credit card for merchandise I never used, do not possess, and have no intention of paying for. 


I contacted BestBuy support multiple times over the course of XXXX to have the refund issue rectified to no avail. Every person I spoke to said they saw no issue with the charges until I explained my original charge was {$4000.00} to which they all replied " That's not what our records show. '' On XX/XX/2020 I eventually spoke to someone claiming to be a BestBuy XXXX supervisor named XXXX ( no last name given ). She opened a " support ticket '' and was the only person I ever spoke to from BestBuy who acknowledged the fact that the actual ORIGINAL charge to my credit card was {$4000.00}. She provided me with a case # XXXX for this issue and assured me she would process the rest of the refund I was owed ( {$1300.00} ) ASAP, but it could take 3 to 5 business days. 


The refund never arrived. I was never able to contact anyone at BestBuy who could give me an update to the case number she provided. 


Since then, I have had nearly daily phone calls from CitiBank ( the BestBuy card issuer ) telling me that my account is overdue and needs to be paid. After explaining my issue with them, they stated I should just open a dispute for the remaining balance ; which I did on XX/XX/2020. 


I have continued to receive near daily phone calls about my " overdue balance '' even though I was assured I would not be responsible for any finance charges or late fees associated with any disputed amount. 


I have tried escalating the issue through BestBuy to no success.

I have tried escalating it through CitiBank to no success. 


Since nobody seems to be able to perform the simple math to ascertain that I was refunded the incorrect amount from my initial purchase ; I have little recourse but to submit a complaint with the CFPB. 


All I can say is don't do business with BestBuy if you have an alternative ; and XXXX help you if THEY make a mistake because they'll just refuse to fix it for months all while blaming you. 


As an aside, on XX/XX/XXXX I did place another order with BestBuy on the CitiBank issued BestBuy Visa card in the amount of {$2900.00}. This merchandise was delivered installed and I have had no issues. The amount of {$2900.00} is the ONLY balance on the card that I am actually responsible for.

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