Consumer complaint received 2019-04-18
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:
On XX/XX/XXXX XXXX Friday I decided to go online and see what deals I could find for XXXX shopping. I made a big mistake by ever doing that. I ended up shopping several items through bestbuy.com. I purchased two XXXX XXXX XXXX with charging case. I showed up to to best buy store to pick up both of the XXXX XXXX XXXX and the best buy store told me that they were sorry but they only had one in stock. I told them that they were supposed to be XXXX presents and they said to call bestbuy.com and have them ship to my house the second one. Which I received Friday XX/XX/XXXX. On XX/XX/XXXX I paid off the credit card. On XX/XX/XXXX I got a bill from citi bank best buy stating that a charge had came through my account for some ear pods. I called bestbuy.com and they said that I was correct that I only received 2 XXXX but I got billed for 3 XXXX. We got on a 3 way call between bestbuy.com and citi bank best buy credit card. I spent over 3 hours on the phone with them and they kept on blaming each other for the confusion. Bestbuy.com said I had to open a dispute with the credit card and once they would get the dispute they would credit me for the extra earpod I am being billed for. Citi bank best buy credit card said not to worry about it that I was being billed for 3 and somehow the representative from bestbuy.com closed that account a fraudulent. I called bestbuy.com and they said they issued the credit already and bestbuy.com said they were just waiting for the credit to post and that it would be taken care of that they saw very clearly that I was being bill for 3 XXXX for {$170.00} each. I waited and waited and I ended up receiving a new credit car and I called to activate to notice that not only the XXXX was back being charged on my account but also an XXXX  case for XXXX XXXX for {$16.00} back on my account for a total of {$180.00} back on my account. I immediately called best buy credit card and they told me to call bestbuy.com which they said that they had already issue a credit and that best buy citi bank had to remove the charges. I got on a 3 way call again with bestbuy.com and citi bank bestbuy and again they kept on blaming each other for the credit card charges on my account. Once again Citi bank best buy opened up a dispute on the charges on my account and they said not to worry about it that in a couple weeks the charges were gon na disappear again and this time was for sure. I told them that my account was showing past due in XX/XX/XXXX and they said don't worry about it because my minimum payment was due for the amount of {$0.00} cents. I decided to program the {$0.00} cents because I don't want all this confusion to ruin my credit. On XX/XX/XXXX I got a voice recording call from best buy citi bank saying my account was past due and to contact them. I spoke with a manager with her information being AWL account member ID : XXXX. She said that she could opened the dispute again. I told her I am really tired of this whole thing going back and forth with them and bestbuy.com. She said she completely understands. I asked her for member ID # s of everyone that has notated my account and she refused to give me that information once I told her I needed it to file a complaint against the credit card company. She said that as long as bestbuy.com would answer the dispute as invalid they would charge my account again. I told her that this whole thing was unfair because I am ending up paying for 3 XXXX XXXX  and 3 Cases when I only got 2 XXXX XXXX   and 2 cases either picked up by me or delivered to me. I told her that if she would go back and listen to all my phone call recording with bestbuy.com and them on a 3 way conference call they would see how citibank best buy and bestbuy.com agreed that I was being charged for an extra XXXX XXXX XXXX and an extra case. I am so tired of the situation that I just decided to pay off the {$180.00} however I am very disappointed that bestbuy.com and Citi Bank Best Buy are making pay for two items doubled. I though at one point shopping on XXXXXXXX XXXX online was gon na save me money and the total opposite ended up happening. I am very disappointed how Bestbuy.com and Citi Bank Best Buy handle this situation and on top of that CIti Bank Best Buy is charging me a {$27.00} dollar late fee.

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 monetary relief