Consumer complaint received 2021-09-01
Company: CITIBANK, N.A.
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
On XX/XX/XXXX I purchased an XXXX XXXX XXXX computer and the XXXX XXXX XXXX protection ( {$1400.00} ). This purchase occurred online as I wanted the product delivered to my son at XXXX XXXX. AND, importantly, I purchased this at Best Buy using the Citibank Best Buy card because I wanted the reward points. Nonetheless, the transaction was booked as promotional credit without any reward points and I can not get either company engaged to fix the issue. 

In the chat, as the purchase transpired, it was clear to me that the agent was confused as I had to repeatedly type : " I want rewards, not financing ''. In fact, I believe that would be clear in a review of the chat transcript, but I have been unsuccessful in getting anyone at Best Buy or Citibank to provide the transcript or assist. 

I was told by Best Buy that I had agreed to the terms, to which I don't recall. However, I reiterated that if I did so, it was clear in the transcript that my intention was to receive reward points. Consequently, the manner in which this booked was deceptive at best and frankly I wonder if Best Buy incents their colleagues to book as promo credit vs. rewards where possible. Anyone would find that all of my Best Buy purchases are done with this card for reward points and the credit is paid in full automatically. Additionally, I have been told by Best Buy that this transaction can not be " repaired ''. 

I have been told by Citibank that I have to pursue this issue with Bet Buy. In fact, several Citi employees have told me that they have nothing to do with the rewards portion, " Best Buy manages that ''. In more than a couple conversations, I have reminded the Citi representatives that this is their program and they own the program end-to-end, including Best Buy 's actions. Nonetheless, after several hours and days on the phone and in messages online, I can not get anywhere. 

In my most recent call ( XX/XX/XXXX ) to fix this, I escalated a call with Citi to two levels, spending over an hour on the phone. She ( XXXX ) connected us with a Best Buy representative ( XXXX ) wherein they were ostensibly going to collaborate to assist. After some discussion with XXXX, XXXX excused herself assuring me she would provide this information to the XXXX  card product manager and someone in the Compliance department. I also asked her to formally lodge a complaint within Citi. Within a few minutes the call was disconnected and I never spoke with either of them again. 

My last call with Best Buy was XXXX XXXX where I spent more than an hour on the phone ; the agent ( XXXX ) informed me that I had consented and there was nothing that could be done. While I objected and remain convinced I did not provide consent, he refused to review the chat transcript to ascertain my intent or to provide a means by which I could retrieve the transcript. The agent who escalated my call had said she looked at the transcript and agreed that I had intended to receive reward points. 

This issue is not for a lot of money -- the reward points are worth roughly {$65.00}. However, by booking my transaction as a promotional credit, both companies may benefit more -- the deferred finance and interest costs eventually due Citi and the avoidance of reward points that translate directly into expense for Best Buy. If this is being done a systemic scale, e.g., agents incentives, then there is a much larger problem.

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