Consumer complaint received 2022-10-05
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit 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:
I never received the merchandise from Best Buy and I contacted customer support numerous times where I was promised a replacement, followed by a refund, and then they flat out completely denied my refund after weeks of correspondence. I contacted the credit card company and disputed the charge of {$880.00}. I received a letter from Best Buy Credit Services on XX/XX/2022 showing I am responsible for the disputed charges. They showed a picture of the package at my front door as well as their return policy. This package was supposed to require a signature. The employee carelessly left it outside and did not ensure that the package was securely handed to me. 

I was supposed to receive my package on XX/XX/2022 which contained two XXXX XXXX XXXX. When it was getting late, I contacted a Best Buy representative on the same day letting them know I was waiting for the delivery of the package and it was getting late. The next day which is XX/XX/2022, I contacted customer service again because I saw that the status changed from " Your package is on its way '' to " delivered ''. I spoke to XXXX XXXX, at XXXX XXXX. I was told they would ship out replacements when I explained that I don't see or have the package. I was told I could do store pick up on same day. I needed the items for a birthday party so I contacted two other representatives ( XXXX XXXX and XXXX XXXX XXXX on XX/XX/2022. I asked if I could have the order canceled since it was taking longer than I was told. I was told to wait. I was given a reference case ID # XXXX. 

Another day passes, and I spoke to another representative XXXX XXXX XXXX ) on XX/XX/2022 because I wasn't receiving any updates on the replacements that were supposed to be coming. I was told to wait. More days pass. It's XX/XX/2022, I contact another representative ( XXXX XXXX ) now I am told there is a verification hold that will take 10 days to process a replacement or a refund. So I asked for the replacement to be canceled and a refund to be initiated. I was told my refund of {$880.00} was successfully initiated. I would receive an email within 3-5 days. Now, it's XX/XX/2022 and I still never received a refund. I contact a customer service rep ( XXXX XXXX ). I was told the refund on XX/XX/2022 was not processed. The representative told me they would process the {$880.00} with the internal team. 

The next day, I contact another rep ( XXXX XXXX ) just to make sure the refund is processed. The last representative did not process the refund but XXXX told me it will be processed and it will take 15 business day and I should receive my refund by XX/XX/2022. Now, it's XX/XX/2022, still no refund. I contact customer support rep ( XXXX XXXX ) and I am completely denied a refund. I was told the investigation concluded that the package was delivered and I will not be getting a refund. I filed a dispute with my credit card and lost the dispute. I have no recourse and Best Buy has not been helpful. I never received the merchandise but they do not want to refund me my money. I don't know what to do at this point but I am looking for assistance in this matter.

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