Consumer complaint received 2017-11-27
Company: CITIBANK, N.A.
State: UT
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:
To Whom it may concern : I signed up for and received credit for BestBuy through Citibank in XX/XX/XXXX. 
I was not made aware of the add-on service " Debt Protection ''. I had other monthly recurring services on the card and did not notice the monthly charge until XX/XX/XXXX of this year when reviewing my account for recent purchases and balances. 

I did not sign up for this service when I opened the card and have no need for it. 

I called onXX/XX/XXXX to cancel the service, request a copy of my signature acknowledging the service and requesting a refund. I was advised that I should recieve an update regarding the issue by XX/XX/XXXX.
Called back on XX/XX/XXXX and was advised that there was no status update available, updated address info on file. 

Called back again on XX/XX/XXXX, was advised that no update was available and no record. Rep advised that they were sending a 2nd request for review and refund. 
Requested address to mail a written request as well. 
Was provided the following address of : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Sent letter the same day via USPS. 

Called back on XX/XX/XXXX to check that letter was received and check the status of previous requests. Spoke with an individual by the name of XXXX. Was again advised that there was no status update and an escalation would be submitted and that I should personally receive a call back within 30 days regarding a refund. 

Called back on XX/XX/XXXX to follow up as nothing had been received via mail and no call had been received. Spoke with XXXX, she was unable to assist and transferred me to XXXX in Oklahoma. XXXX then transferred me to XXXX who said she would speak to a manager and again escalate the issue as well as request a copy of my signature acknowledging the enrollment in the Debt-Protection program. 
XXXX came back after speaking with her manager and said they were waiting on an email from their refunds department and to call back on XX/XX/XXXX and they should have an update/resolution for me. 

Called back on XX/XX/XXXX to follow up as instructed. Spoke with XXXX in Oklahoma who advised that there was no update and it can take up to 30 days. This was conflicting information with what I was given the previous week and was following up on. I requested to speak with a manager and was directed to an individual named XXXX who claimed to be the on-call supervisor with a username of XXXX. 
I requested a status update as I had been told to call back for the previous week. XXXX told me that they had no update and try again in a week. I expressed that they had told me to call back on XX/XX/XXXX for an update and that I am tired of the runaround and lack of follow through on the commitment that they had given me for an update on XX/XX/XXXX. I also expressed again that I was still waiting for proof of enrollment as well. 

As it stands, it looks like I will again try to call in sometime in XX/XX/XXXX as I still work to get this resolved. 

I have asked for a case/claim # for my issue numerous times and been advised that there is not one for my issue.

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