Consumer complaint received 2022-02-04
Company: CITIBANK, N.A.
State: MD
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Consumer Financial Protection Bureau Best Buy credit card illegally requesting me to pay the credit card late fee ( {$29.00} ) and renewal of Tech Support fee that presented to me without any contract and/or without my knowledge. 

The credit card is refusing to address the major questions and problems presented in my complaint and misrepresenting the facts. 

Brief statement : the Best Buy credit card is asking me to pay the credit card late fee ( {$29.00} ) and annual feee for renewal of Tech Support. However, I never had any contract with Best Buy about renewal of Tech Support, I never request this renewal tech support, I never used this Tech support. Since XXXX of XXXX I am in XXXX, even physically I can not use this tech support that I never requested. 
1. The credit card late fee ( {$29.00} ) is illegal, because the bases for that payment is Tech Support renewal fee that is illegal as well.

2.I have NO contract with BestBuy for Tech Support renewal. While the signature on a sales receipt proves to the bank that the payment was authorized by the cardholder, it does not prove that the cardholder was aware of and agreed to all of Best Buy terms. 
I never sign any contract with Best Buy about renewing tech support plan, and the best buy is providing the sale receipt as proof. I never was agreed to all Best Buy terms presented in receipt. The best buy stated [ the receipt explains that you purchased an automatically renewing XXXX XXXX  Support yearly plan ]. Thus, the best buy using the receipt for XXXX XXXX computer as the proof for renewing Total Tech Support, and there is no any contract. I was never agreed with an automatically renewing Total Tech Support. Sales receipt does not prove that the cardholder was aware of and agreed to all of Best Buy terms. Thus, Best Buy can not ask me for any payments for tech support renewal. This case should be closed at this point!

3.Credit card response and Best Buy Support on XXXX  ( XXXX XXXX ) have no knowledge about amount of my not existing debt for Tech Support renewal. There is no contact and no defined amount to pay. 
The credit card stated [ citation ] [ on XXXX XXXX you were billed the annual renewal fee of XXXX on XXXX XXXX you were billed the annual renewal fee of {$210.00} ]. How do you get the amount of {$210.00}? There is no contract with amount of {$210.00}. There is no amount of {$210.00} in receipt either, and I never was agreed to pay amount of {$210.00}. I addressed the issue to Best Buy support on XXXX. The representative XXXX XXXX wrote to me on XX/XX/XXXX, I have his message available below [ direct citation ] [ The XXXX was renewed on XX/XX/XXXX in the amount of {$190.00}, and again on XX/XX/XXXX in the amount of {$190.00} ] Thus, amount presented by XXXX XXXX is different- {$190.00}, I never agree with both {$210.00} or {$190.00}. However, both of them ( credit card response and XXXX XXXX ) are wrong. In XXXX XXXX XXXX illegally charged me with {$190.00}, and in XXXX they illegally charged me with {$210.00} without any contract, without my request for this renewal service and without my knowledge. This is the good example how the credit card is misrepresenting the facts. 

4. Sales receipt states [ We will send you a reminder email before your annual renewal date and advanced notice of any price change ]. However, I NEVER GET ANY REMINDER EMAIL I informed BestBuy credit card dispute department that I never get any reminder email. There is no any response to that from the credit card, even after complaint to the CFPB. I requested the credit card to provide any proof that they sent this email to me there is no any response from the credit card. Bestbuy representative XXXX said that this message went to spam box. I checked spam as well there is no email reminder in spam box either. 

This is huge issue, because the customers have no any protection against the credit card illegal activity. Lets say that credit card would like to get any unreasonable amount for the tech service per year. Thus, it would be sufficient to say that the credit card sent an email-notification, and customer must to pay. Based on Best buy proposal it does not matter if customer get this email or not, agree or disagree with that amount he must to pay anyway. Moreover, there is no any contract for any amount of Tech support renewal. This is the good example how the credit card is not addressing the facts and problems in they response.

4. BestBuy credit card took actions against me after submitting the dispute complaint. The issues were NOT addressed : a ) BestBuy credit card illegally limited my access to dispute department data ; thus, I cant get the official results of my submitted dispute issue was not addressed ; b ) BestBuy credit card illegally blocked my access to credit card online for a substantial period of time important to say that I am in XXXX and online is the best way of communication for me with the credit card ; issue was not addressed c ) BestBuy credit card illegally deleted my emails communication with customer service department ; issue was not addressed d ) BestBuy credit card reduced my credit limit to {$350.00} without any justification. The credit card has knowledge that I am in XXXX, and they sent a notification in USA. 

Conclusion : I never sign any contract with Best Buy about renewing tech support plan, and the Best buy providing the sale receipt as proof, and I never was agreed to all Best Buy terms presented in receipt. I never request this renewal tech support, and I never used this Tech support.

My requests are to reimburse me {$100.00} and {$190.00} that I never purchased or used, and no contract. 
Thank you very much and best regards,

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