Consumer complaint received 2018-09-11
Company: CITIBANK, N.A.
State: NY
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/18 I purchased a XXXX XXXX XXXX XXXX XXXX from Best Buy using an approved Best Buy Visa/MasterCard ( issued by Citibank on the evening of purchase ) for a total of XXXX - inclusive of tax. On XX/XX/18 an attempt was made to pair and install all four included cameras. One of the cameras would not pair to home base system. Several further attempts were made to connect to no avail. An instructional pamphlet advised if there was any connection issues to contact technical support. After contacting XXXX and going through several troubleshooting tests, the technician deemed the camera was in fact defective and issued me a case number and stated that a RMA ( return merchandise authorization ) would be subsequently issued. I would need to complete the RMA online, and they would send me a new camera and it would also include a shipping label to return the defective one. Regardless of this directive, I felt I should just get a new camera from the store. I went back to Best Buy on XX/XX/18 and spoke to sales person who originally sold me the product. He told me that Best Buy has an agreement with XXXX ( the parent company ) that any matters of a defective nature with XXXX  products must be returned via RMA and that Best Buy would not accept a return at the store. After approximately 2 1/2 weeks I still had not received any communications or new camera from XXXX ( XXXX ). I went back to Best Buy and attempted to return the product for the second time. This time I spoke to the store manager for the customer returns department. I advised him of what happened and he advised that he could not take back the product - but he would attempt to help me by calling XXXX customer Service and he placed a call right then and there. XXXX proceeded to confirm that there was an RMA issued and completed for the defective camera and told him again that a new camera would be sent to me and the defective one needed to be returned within 10 days upon receipt of the new camera. I told the store manager that I was calling Citibank to inform them that I am now disputing the charge for the camera and explained the entire situation in light of XXXX already promising this and still had not made good on the RMA. I was advised by Citibank that they would investigate and that XXXX - XXXX had 6 weeks to respond to any inquiry they issued. Again I was sent home by Best Buy with the product and told to wait to receive the new camera. A few more weeks go by and I still have not received ANY communication or new product in the mail from XXXX. On XX/XX/18 I received an envelope in the mail from Citibank with a letter advising me that I am being held responsible for the charge for the product as they were informed by BEST BUY that I failed to return the defective camera to the store in the allotted return time period and they are considering the dispute resolved. I was fairly annoyed at the lack of concern and ineptness of XXXX, Best Buy and Citibank in the treatment of a customer but of the entire chain of events as well and the outright lie. I again went back to Best Buy with the product and demanded that they take back the product, that I was not waiting any longer for a resolution and showed them the communication from Citibank. Fortunately, the same RETURNS dept. store manager was working that night and he was familiar with what previously happened. He conferred with another store manager and they agreed to now take back the product. HOWEVER, they would not issue me a refund on the credit card. They would only give me a store credit. THIS WAS COMPLETELY ABSURD AT THIS POINT. I told them that this was unacceptable that I wanted a refund as I was thoroughly dismayed and disgusted with all of the companies involved at this point and wanted to do no further business with any of them. I called Citibank while I was in Best Buy raising the dispute again, stated I wanted a complete refund and the Citibank Rep basically told me directly and nastily it was TOO BAD! I would only be getting a store credit and there is nothing more they will do for me. At that point, I told the representative from Citibank that I no longer wanted to do business with them and to close my account. The rep advised me shortly thereafter that the account was now closed. As of this date ( XX/XX/18 ), the credit bureaus have acknowledged that my Citibank Best Buy account is now closed. I will continue to dispute this matter until I am refunded the entire cost of the merchandise. I do not intend to spend another cent in CREDIT with any of the corporations involved. It should be noted that when I was speaking with Citibank on both the 2nd and 3rd contact with them regarding this dispute, I asked if they would send me a confirmation email regarding the discussion of the dispute and was told emphatically NO each time, but that they could provide me with their name and location! THEY DO NOT HAVE PROBLEMS SENDING YOU MANY MANY ADVERTISING EMAILS, BUT FOR A SITUATION LIKE THIS, I WAS REFUSED. ABSOLUTELY CRAZY AND I BELIEVE UNETHICAL. 

Attached herewith is the documentation I have accumulated regarding this matter to date. 

Thank you for your investigation and help with getting this matter resolved for me ( and all consumers ) with a complete refund of my moey.

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