Consumer complaint received 2021-05-18
Company: CITIBANK, N.A.
State: NV
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I purchased a laptop from Best Buy on XX/XX/XXXX This laptop came preloaded with a software titled XXXX XXXX. 
This software came with the free trial preaccepted. 
This software came with the automatic renewal also pre-accepted for an annual charge of {$53.00}. 

Best Buy received no direct indication that I was aware of this service or its pending annual charges. 

I personally contacted Best Buys credit department on XX/XX/XXXX to request information regarding this transaction from them. The Best Buy representative informed me that there was no actual print requiring signature or formal agreement process to accept these automatic services. The Best Buy rep informed me that the only process they use to verify my acceptance of these automatic charges is a verbal prompt from the in store sales agent. I never received advisement from the sales agent that Id worked with that Id receive an annual charge for this service. 


XX/XX/XXXX first auto regal took place. Charge in amount of {$53.00} applied to Best Buy credit card. This charge was unnoticed because I was still making monthly payments for my laptop. I paid this service charge in full and was completely oblivious to it. 

Moving forward, I noticed the charge this year because I had a balance on the credit card, which XXXX informed me was about to go past due. I did not recognize the charge and attempted to contact Best Buy. This was on the due date. 

Best Buys IVR system failed twice, prompting me that it would transfer me to an agent just prior to disconnecting the call. I was at work and couldnt continue this effort immediately, so I paid the bill to avoid a past due balance. I called Best Buy the next day, XX/XX/XXXX. 

Best Buy provided the following information about the transaction : Subscription Service : XXXX XXXX Original Charge : {$53.00} Refunded amount : {$48.00} Prorated for XX/XX/XXXX - XX/XX/XXXX Best Buy willingly refunded only a portion of the charge, stating the remainder of the balance would be kept as the prorated amount for the portion of the year which had already passed. 

Best Buy was unwilling to refuel the remainder of the charge, nor any portion of the charge from year XXXX. 

I explained to the representative that this charge was in no way authorized, and their business received no indication from me that I was conscious of and/or willfully determined to pay for such services. I expressed that the automatic installation of, acceptance of, renewal of, and charge for these services comes off as an immoral and unethical manner of pursuing revenue from trusting Best Buy card holders. I also expressed that this transaction is viewed by myself as fraudulent, and the effort made to defend it left me with the disposition they are not interested in pursuing fair business practices. I asked to speak with management, but was informed that management would come to the same conclusion and deny any refund for an amount was was not already issued. 

I explained clearly that I would pursue justification from third party consumer protection agencies and Best Buys regard towards this fact was uncaring. 

I am requesting that the remaining balance of {$4.00} for the annual charge for XXXX be refunded, and the full charge of {$53.00} from XXXX be refunded.

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