Consumer complaint received 2019-07-19
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
I found charges for debt protection on my Best Buy credit card statement and I never purchased or authorized those charges. On XX/XX/XXXX, I called Best Buy/Citibank and they gave me another number to call. When I realized it was not Citibank, I hung up and called Citibank/Best Buy card service back. I told them I was aware of a lawsuit settlement regarding these charges and I wanted to know why I had not received a refund. They told me to call the other number. I objected because from what I had read, Citibank had been doing this to others and trying to push this on a third party was bunk. They agreed to cancel the charges but would not help me with refunding any previous charges. I called the number they provided and that person said they would request a refund and get back to me. I presume that was XXXX XXXX. I never heard back from them. 

I contacted Best Buy/Citibank online numerous times. I attempted to file an official dispute, but those charges don't appear as charges I can dispute. I then asked Best Buy/Citibank once again to refund the charges. They keep referring me to XXXX XXXX. If the charges are from XXXX XXXX, why can't I dispute them? Citibank/Best Buy will neither take ownership of the problem, nor permit me to dispute the charges. At one point, I believed I had filed a dispute on the phone but I can't get BestBuy/Citibank to provide me with a status of the dispute. The only thing they told me is that they would have to close my account if I disputed a charge. I figure that's a threat to get me to stop requesting a refund from them. I did receive one letter in the mail stating that " Thank you for your recent inquiry regarding your enrollment in Enhanced Debt Protection. Our records indicate that this protection was purchased on XX/XX/XXXX. '' So I have attempted many, many times to have BestBuy/Citibank at the very least provide the records showing I purchased this product. They keep referring me to XXXX XXXX. They claim to have in their records my purchase of the product but they refuse to give it to me. They claim the product is a third party product but they will not let me dispute the charges. Either this is a Citibank/BestBuy issue or it is a XXXX XXXX issue. In frustration, I did try contacting XXXX XXXX again and they had literally no idea what I was talking about. I'm just disgusted with the way this is being handled. Citibank knows that they should be refunding me these charges because they settled a case where they agreed to refund these charges and they act like this is a mystery to them. They will not let me dispute the chargesI should be permitted to dispute any charge on my account that was not authorized by me. They won't provide proof that I purchased this product. I don't want to go to XXXX XXXX because I have tried that twice.

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