Consumer complaint received 2017-03-01
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
Recently I had a very bad experience with My Best Buy Credit Card ( affiliated with Citi bank ). Not only I have been charged more than what I 'm supposed to pay, also they have messed up with my credit score while this case was still under review. I feel that I have been cheated and I need justification please. My experience with Best Buy Credit Card summarized as below ; ( 1 ) On XXXX XXXX I Purchased a XXXX for approx. {$1700.00} in Best Buy Showroom at XXXX, XXXX, XXXX, CA. 
( 2 ) At the time of purchase, Best Buy offered me an 18 months Promotional Offer. This offer allows me to pay $ XXXX month for 18 months ( I 'm supposed to pay approx. {$1700.00} ( Camera Price ) by XX/XX/XXXX ) without any interest. Also I was not informed that this card is from Citibank, nothing was communicated to me. 
( 3 ) I did sign up for the " Auto Payment '' option and the deal was for the credit card to deduct {$100.00} every month from my Personal Bank account ( XXXX - Checking Account ). 
( 4 ) On XX/XX/XXXX ( after 2 months ), I got a call from Citi bank customer care saying that I did not make any payments for the last 2 months. I was shocked to hear this as I did sign for auto payment. I explained this to the caller and she apologized and told me that the auto payment option has not been enabled at their end. Also at that time I was out of the country, on vacation. The caller then asked me to call Citibank once I 'm back to XXXX. 
( 5 ) On XX/XX/XXXX, I called customer service from the nearest Best Buy Showroom and they apologized once again for not enabling the " Auto Payment '' option. During that call they ask for my permission to enable the auto payment option. The caller did mention that since I have not made my last payments, the first deduction will be for {$200.00} and {$100.00} every month moving forward. The caller did also mention I will not be charged any interest for the missed payments. 
( 6 ) Meanwhile Citibank has reported to the Credit Bureau and it affected my credit score ( from XXXX to XXXX ) in XXXX - XX/XX/XXXX. I called Citibank customer service and explained to them it was not my mistake that the auto payment option has not been enabled and I was out of the country. They told me that they will inform to Credit Bureau that it was a false report. This is my first impact on my credit score and it is all because of Best Buy and Citibank carelessness. I then worked very hard to build my credit scores. 
( 7 ) The " Auto Payment '' option that I signed up with Citibank was supposed to stop in XX/XX/XXXX but I noticed that the deduction form my account was still ongoing and they took extra {$400.00} ( from XX/XX/XXXX to XX/XX/XXXX ). 
FYI, till date I did not received my Best buy Credit Card, until I receive it I can not login or access my account. 
( 8 ) I called Citibank Customer service on XX/XX/XXXX and I was told that I still owe $ 300+. 
( 9 ) I explained everything to the customer service ( from Day 1 story ) but they did not have any access to my account. They could only access the last 6 months statement. Also, till today I have not received the actual credit card, it was not mailed out to me. They suggested me to request for the complete statement ( from XX/XX/XXXX to current date ). I did request for the complete statement and I was promised that I will get it in 7 to 10 days but as usual they did not send anything to me. 
( 10 ) I called them again and again for 3 months ( till XX/XX/XXXX )! For the statement. I must have made almost 10 calls to request for the statement and finally after 3 months I received the full statements. 
I provided my Account Number in " Credit card Number '' section. 
I ran out of space here! Please see the supporting document for complete story.

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