Consumer complaint received 2019-08-15
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:
This complaint regards the Best Buy Credit Card, which was originally financed through XXXX, then XXXX XXXX, and now Citigroup, Inc. 

When I originally opened my Best Buy credit card account circa XX/XX/XXXX, I enrolled in a financing program that was advertised as " Same as Cash ''. Essentially, I could make payments toward my purchase WITHOUT paying interest. Without informing me in writing ( or otherwise ), there was a " hidden '' caveat that came with enrolling in that " Same as Cash '' program. That is, by enrolling in the " Same as Cash '' program, I was ALSO - and WITHOUT my consent - being AUTOMATICALLY enrolled in the " Debt Protection Program. '' As I NEVER opt to purchase Debt Protection ( as it is useless, and practically a scam in my opinion ), had I been informed of this automatic enrollment in their debt protection program, I would have declined the offer and NOT opened a Best Buy Credit Card account. Further, my statements did NOT show that I was being charged for Debt Protection fees while the account was with XXXX or XXXX XXXX. In fact, it wasn't until recently ( circa XX/XX/XXXX/XX/XX/XXXX ) that I FIRST noticed the Debt Protection fees showing on my Citigroup statement. 

To make matters more complicated, I had also purchased insurance for the phones that I bought from Best Buy in XX/XX/XXXX, so I originally thought those monthly fees were related to my phone insurance. As soon as I REALIZED that these were Debt Protection fees, I IMMEDIATELY terminated my enrollment in their Debt Protection scam. That was circa XX/XX/XXXX. 

I had been wondering why my monthly credit payments ( which were ALWAYS 125 % of the minimum payment ) were BARELY lowering my total balance. And, now, at least 50 % ( i.e., {$1000.00} ) of my total balance is comprised of these historic Debt Protection fees. This is affecting my credit score, and now I am stuck between a rock and a hard place because I do NOT want to pay for these debt protection fees, but I also DO want to pay for the items I legally purchased ( financed ) with this card ... I was thinking of paying what I owe, and then let them send the other {$1000.00} to collections ... But, I don't deserve a blemish on my credit score for this - I'm hoping the CFPB can help me!

So, I have been researching this issue since XX/XX/XXXX ... I learned that I was not alone, and that MANY others had been defrauded and financially injured by these deceptive practices with the Best Buy credit card. I also found an article ( https : XXXX ) that discussed the CFPB's/Citicorp 's consent order to have Citibank pay back $ XXXX to its defrauded consumers and $ XXXX in fines for these deceptive practices ( i.e., File # : XXXX ) ( https : //files.consumerfinance.govXX/XX/XXXX). Reading the article REALLY inspired me to act! 

Subsequently, I took that information and began an email and telephone campaign to have my Debt Protection fees refunded by Citigroup. I have contacted Best Buy, Citigroup AND their third-party Debt Protection program at least 6 times, each, since XX/XX/XXXX ... Each time I contact one of  these entities, they deflect and re-direct my calls, and no one can seem to give me a straight answer. The Debt Protection company has claimed that they have " escalated my request to their Dispute Resolutions Department, '' but they REFUSE to let me speak to anyone in that Department. They said in XX/XX/XXXXthat they would contact me in 30 days, and here I am in XX/XX/XXXX writing to the CPFB. 

Best Buy says that Citigroup is the only one authorized to make the refund ... Citigroup says that their third-party Debt Protection company is the only one authorized to make the refund ... Then, the Debt Protection Company says they are waiting ... and waiting ... and waiting ... for a response from their " Dispute Resolutions '' Department ... So, I ask for a phone number or email for someone in that department, and they say they are not allowed to provide that information, and that consumers are not allowed to contact that department directly ... REALLY?!?! I just want to confirm that you are ACTUALLY processing my request! Even after I reference the CFPB/Citi consent order, and mention that I am considering contacting an attorney to sue for additional damages, they STILL won't directly respond to my requests for a resolution ... They won't even say they are denying my request for a refund! Here they are, AGAIN, INTENTIONALLY employing these deceptive and misleading practices to make consumers throw up their hands and quit! Well, I refuse! 

Clearly, they have established a " closed-loop system '' that disallows consumers from resolving their issues WITHOUT government and/or legal assistance from an attorney. 

I told Citi that all I wanted was the Debt Protection fees refunded, but I feel as though I should be hiring an attorney and suing for additional damages due to their intentional mistreatment and misdirection. They have mislead me and stalled me for long enough. 

As I submit this official complaint, I am also contacting attorneys to see if they want to take my case.

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