Consumer complaint received 2019-05-28
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I noticed a fraudulent charge of {$700.00} from XX/XX/2019 when logging into my Best Buy Credit Card online account on the night of XX/XX/XXXX. The next morning, XX/XX/XXXX, I called Best Buy to report the fraudulent charges that were listed in my online account as having been made at a store in XXXX, NY. 

During that XX/XX/XXXX phone call, I told the representative that the {$700.00} charge was fraudulent and I specifically explained to the representative that I was concerned with potential identity theft and since there was no way for me to lock the card through my online portal, I requested that the Best Buy card be locked/put on hold so no more potential issues could arise AND that a password be placed on the account. 

When I called back in a few days later to follow up on why the fraudulent charge was still showing in my online account and why it wasn't removed, I spoke to someone else and she immediately made me feel concerned that the initial phone call I had made to report the fraud charge was not done properly. 

This representative then stated to me that she would finally be tagging the charge as fraud, it was going to be investigated and that she would need to shut down the existing card and send me a new one in the mail. 

Concerned with the Best Buy credit card fraud and potential identity theft, I went to the Pennsylvania State police on XX/XX/XXXX and filed a police report, specifically citing the Best Buy fraudulent credit card charge. 

On XX/XX/XXXX, I received what was essentially an inaudible voicemail message that seemed suspicious to me, so I sent a secure message through my Best Buy online account asking if it was really them that had left me a voicemail message. When they confirmed it was, I called Best Buy again on the morning of XX/XX/XXXX and explained my concerns around the inaudible message and once again around the fraudulent charge on my card. The man I spoke to during this phone call stated it was being investigated and I would not be held liable for the fraudulent charge. 

After logging onto my online account again a few days later, I then noticed two more fraudulent charges in the amount of {$670.00} and {$430.00} that hit my online account on XX/XX/XXXX from a Best Buy store in XXXX XXXX, New York. 

I once again called Best Buy about the additional fraudulent charges and expressed my concerns about how it was even possible for those two new fraudulent charges to have gone through when I still had not even received the new card in the mail. The customer service representative on the phone was unsure and suggested I call the security operations department during their business hours. I did what she suggested and was connected to a very unpleasant and unhelpful representative named XXXX ( rep ID XXXX ). I once again inquired with her how additional fraudulent charges could have even been made when I had not yet received the new card they were supposed to be sending out in the mail. The representative XXXX seemed disinterested in trying to assist and just kept repeating " we are not sure, we are investigating. '' After trying to take every possible step I could think of to proactively protect myself by asking for a hold/freeze to be placed on the card, adding a security pin and agreeing to receiving a new credit card, I have zero confidence that Best Buy is trying to protect the customer ( me ) with the same sense of urgency and security as I am and that is disconcerting. 

Thank you

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