Consumer complaint received 2017-12-03
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XXXX XXXX, 2017 I noticed in my email a shipment to Texas of over {$1000.00} purchases on my Best Buy credit card underwritten through Citi Bank. I was not noticed by Best Buy or Citi that it was an unusually transaction. I called and reported these transactions, filed a claim and eventually the charges were reversed. Best Buy sent me a new card with a new number. 
On XX/XX/XXXX I tried to purchase a door buster on Best Buy.com with my Best Buy credit card. I accidently used my old card number as I had two Best Buy cards in my wallet from the precious incident. I also had called to increase my credit limit that day to make a purchase which resulted in a hard inquiry. The only security question I was asked was my account password. I then had a Text message from Best Buy to update my payment information, my order did not allow me to edit my Best Buy credit card payment information so I repurchased the item with the replacement card number. I received a text message a few hours later that my order had been canceled because bestbuy was unable to verify information. I was not contacted by email or phone. I re did my order and it was immediately canceled. I work in banking so I assumed it had to do with the purchase on my credit card so I called the credit card number and was told there is nothing wrong with my card I need to contact Best Buy 's customer service. After a one hour 40 minute hold time I speak to a rep who has no idea why my order is getting canceled and tries to place it over the phone. Again it wo n't work so he tells me to call the store and ask them to put the item on hold. I asked him if they could do that since t was the holidays and he said yes. I call the store and am informed they do not hold items during the holiday, I explain the situation and the employee tries to make a purchase over the phone for me, he got a fraud alert asking me to be in the store with my id and suggested I call the credit card. I call the credit card and they clear this alert and stay on win me while I attempt to make the purchase online again, again my order was immediately canceled. The rep was not getting any declines. He gets me in contact with another rep from Best Buy. Com and they try multiple times to make the purchase. Still not working so I am transferred to Citi. Citi hangs up after saying hello once. Again they try to let the transactions go through with a rep from Best Buy. Com and I finally ask for it to be escalated since there had been no solution and I had been trying to make the purchase for over 6 hours and had talked to multiple representatives. I speak to a supervisor named XXXX who says I need to use a different card to make the purchase that I ca n't use my Best Buy card. I said that is totally unacceptable since I had a hard inquiry on my credit today to use my card and I have available credit and I want to take advantage of the 0 % financing for 18 months. He says that my card is locked and it 's going to take 10 days to fix it. He was condensending and when I explained it 's not my issue that bestbuy/Citi allowed someone else to use my card but I 'm trying to purchase and pick something up where I have to show photo ID within a 15 mile radius of my house it is completely unacceptable. I asked to speak to his supervisor or to be transferred to headquarters and he replied " yeah, that 's not going to happen. '' So because XXXX card allowed someone to use my card in XXXX I was unable to make the purchase for the sale of {$200.00} off a XXXX XXXX XXXX, take advantage of 0 % for 18 month financing through my Best Buy credit card which is in good standing and has sufficient available credit and have a hard inquiry on my credit report for a credit card I was told I can not use. This is unfair, and deceptive to me as a consumer.

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