Consumer complaint received 2018-06-16
Company: CITIBANK, N.A.
State: WI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I have been trying to get a refund from Best Buy since XX/XX/XXXX for fees charged to my account for a debt protection program I never wanted on my account. Ive been paying my Best Buy account for years now, and for whatever reason the balance never went down. One day while reviewing my bill I notice an area on the bill that stated I had a debt protection  program on my account and I could call a number to cancel. I was furious. I have over twenty credit cards and I do not have any type of debt protection on any of my accounts. I called Best Buy immediately to find out when this was put on my account. They told me its been on my account since I believe XX/XX/XXXX. I couldnt believe this, because I would never ever sign up for anything like this as I dont have it on any other accounts. I requested a refund over the phone and about a week later I received a denial letter. After receiving the denial I called the number on the letter to plead my case and request another refund. They told me they would submit my request and Id have to wait about a month for a response. After about 3 weeks I received an online message about a new document ready to be read. Another denial. I was also mailed a copy of the denial letter along with a piece of paper showing where I signed for this product. I felt angered because I feel as though I was tricked into signing for something without being explained what I was signing for. I feel like this happens all the time, stores just say sign here without telling us what were signing for. I never would have signed for such a product. I refused to settle and called the number on the bottom of the letter. They told me if I wanted to request a refund for a third time Id need to write a letter requesting a refund. I did just that. About a week or so after sending in the letter I received a notification that I had a document ready for viewing online. I went online and there was a letter stating they had received my request but before it could be completed they needed to speak with me. I called the number on the bottom of the letter and the person that answered my call had absolutely no idea what the letter was for and couldnt tell me if theyd received my letter or not. I was very frustrated, as I was doing what the letter told me to do. I gave up that day and tried calling again the next day. Same thing the next day, nobody knew what the letter was for, and they kept transferring me to different people that couldnt help me. Ive been in this run around situation now since XX/XX/XXXX and still no answers. Im above furious with this whole situation because all I want are answers, help and a refund and nobody can help me out. The last time I called they told me I had to wait until the end of XX/XX/XXXX for a response and I have yet to receive anything. I want the charges that occurred on my account ( almost {$1200.00} ) refunded and I want someone to be able to answer my questions. Im just trying to take care of my balance with Best Buy ( for charges that I actually charged and not for a product I never wanted on my account ) so that I can close my account with them and never deal with them again. This is horrible customer service.

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