Consumer complaint received 2021-05-29
Company: CITIBANK, N.A.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
This dispute with Best Buy has been resolved, in my favor as of XX/XX/XXXX. However, Best Buy has caused my credit score to drop from " very good '' to " Good. '' My dispute date with Best Buy was XX/XX/XXXX, when I was told that once the charges were in dispute, it WOULD NOT effect my credit. Then I see in XXXX and XXXX of XXXX, Best Buy reported my account as delinquent, which brought my credit score way down to fair. I WORKED HARD TO MAKE SURE I HAD AN OUTSTANDING CREDIT REPORT. Now my credit score is XXXX, which I find to be unacceptable. I called Best Buy and was told they notified the credit report companies and told them the dispute was resolved in my favor. I called Best Buy again regarding this matter and was told they only send the information to the credit reporting company on the XXXX of each month. Now it is the XXXX of the month and my credit score is still not up to par. 

Below are the facts of this case : On XX/XX/XXXX, I purchased a laptop from Best Buy and returned it on XX/XX/XXXX. I purchased another laptop on XX/XX/XXXX and returned it for another laptop. I didnt like the color and Best Buy didnt have the color I wanted in stock and ordered the color I did want. I found a better deal on XXXX so I returned the 3rd one to the UPS Store in XXXX, VA. I did not keep the receipt for the shipping return. 

I had a zero balance on my account before the transaction on XX/XX/XXXX, I do not have a laptop from Best Buy. I received an invoice stating I owed money for the laptop I do not have. I called Best Buy to dispute the charge and probably spoke to 10 15 different people as well as employees at CitiBank. 

On XX/XX/XXXX, I received a letter from Best Buys Customer Service, XXXX, stating : We are pleased to inform you that we resolved your inquiry concerning the disputed charge ( s ) from Best Buy listed below : Dispute Amount {$450.00}, transaction date : XX/XX/XXXX. We issued a credit for the above amount and we now consider this matter resolved and have completed our investigation. Any amount placed in dispute status has been removed. 

On XX/XX/XXXX, I received a letter from Best Buys Customer Service stating basically the same thing the XX/XX/XXXX, letter stated but the transaction amounts were {$420.00} and {$150.00}. These numbers are very confusing to me. At this point I was grateful to have the credit for the laptop I DONT HAVE. 

On XX/XX/XXXX, I received an invoice from Best Buy in the amount of {$450.00}. I immediately contacted Best Buy and spoke with an employee named XXXX. XXXX stated a mistake was made and they are redoing the invoice and will contact me within 72 hours. I did not hear back from Best Buy. I receive another invoice on XX/XX/XXXX for {$450.00} plus a {$28.00} late fee. 

I called them on XX/XX/XXXX and spoke with, A Specialist named XXXX XXXX. She directed me back to customer service and I spoke with XXXX and she sent me to XXXX. XXXX re-entered the request for the dispute. She stated Best Buy reversed the credit due to me because of a bank error and gave me a case # XXXX. On XX/XX/XXXX, I spoke with XXXX who said he would send me to an Escalation Specialist. I was on hold for at least an hour and then they hung up on me. I am really tired of fighting this battle as I have health issues and I really dont know what to do. All I know is I dont have a laptop from Best Buy. 

Thank you for taking the time to read this letter, although, you are probably as confused as I am. Please investigate this matter and replace my credit report status back to the great score it was before this 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 non-monetary relief