Consumer complaint received 2019-11-25
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
PREFACE My complaint concerns the fact that, after the XXXX XXXX competently completed the majority of work in building my customized computer for me, I was no longer able to contact them by phone. So now I'm not getting the full service that I was promised, and that I paid for. See the details below. 


BACKGROUND DETAILS LEADING TO MY COMPLAINT WITH CFPB 1. On XX/XX/2019, at the XXXX XXXX in the Best Buy Store in XXXX, CA, XXXX, I paid for their " XXXX XXXX XXXX '' service, which includes the XXXX XXXX  technicians agreeing to build a customized computer from me. 

2. The " XXXX XXXX XXXX '' ( {$190.00} ) contract was good for one year, and, among other things, included telephone technical support any time I needed it -- not just for the computer they built for me, but also for any other computer or smart phones I owned, regardless of where and when bought. 

3. As I'm a computer professional, I foresaw calling them often for advanced technical advice for my computers and smartphones. 

4. I also bought from the XXXX XXXX XXXX of the parts that they would need to begin building my customized computer. 

3. The total amount for XXXX XXXX XXXX  and computer parts was {$530.00}. They suggested I apply for their Best Buy VISA card to pay for this, and explained that card would provide an 18-month, no-interest promotional period in which I could pay off the total amount. 

3. I was approved for their Best Buy XXXX card, and paid for my {$530.00} purchase with that card, taking advantage of their 18-month, no-interest promotional offer. 

4. XXXX XXXX also suggested that I buy several additional parts, which they didn't have in the store, from XXXX, to get the best price. 

5. I did so, and brought those parts to the XXXX XXXX, and they competently built my customized computer, and demonstrated for me that it ran correctly. The technicians there and I agreed that I should order a few more parts I should order, to complete the customization I wanted. 

6. I ordered those parts from XXXX, and the last of them is expected to be delivered on XX/XX/2019. I'm then to return my computer to the XXXX XXXX with those additional parts, so that they can complete building my computer to my specifications. 

7. The XXXX XXXX technicians were very competent, very cooperative, and very customer service oriented. I was pleased with their work. I have no complaints about that. 

8. However, when I tried calling the geek squad on around XX/XX/XXXX regarding technical questions about my computer, I called several times for a total of 30 minutes. I tried the XXXX XXXX, Sales, and other departments in their phone tree, but NO ONE AT ALL ever answered the phone! 

9. After these 30 minutes, I had to DRIVE to this Best Buy store in order to talk to anyone in the XXXX XXXX. I was NOT happy with this!! 

10. When I got there, I was able to discuss in detail with one of the technicians the questions I had about the customized computer they were building. Again, the XXXX XXXX personnel were very competent and very cooperative. I have no complaints about their services. 

They too were mystified as to why I couldn't get in touch with them by phone, when I had successfully done so previously. 

I was also able to talk to the XXXX XXXX manager, who was very apologetic about the phone situation, and promised to help anyway she could. However, she told me that this was a corporate matter over which she had no knowledge or control. 

My concern is as follows : a. Why am I no longer able to get in telephone contact with the XXXX XXXX, as I had previously been able to do? 

b. Thoughts crossed my mind that, perhaps Best Buy had planned to close the store, and was gradually tapering off services. Or perhaps they were just terminating the XXXX XXXX at that store? 


MY COMPLIANT : I paid {$530.00} to the XXXX XXXX as detailed above, using the Best Buy VISA card and their 18-month no-interest promotion. 

Included in that amount is their XXXX XXXX XXXXXXXX, which promises unlimited tech support, not only in person at the store, but by telephone during operational hours. 

All of a sudden, I can't get in touch with the XXXX XXXX using the same phone number I had used previously, after my initial deal with them on XX/XX/XXXX. 

I feel that I'm not getting my money 's worth, having paid for telephone service, and then not being able to use it anymore. I also paid for computer parts at Best Buy, and am unable to discuss any details with the XXXX XXXX technicians building my computer, because no one answers the phone as they used to.

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