Consumer complaint received 2017-04-26
Company: CITIBANK, N.A.
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
I have had a Best Buy Credit Card for some years now and have used it to but big household purchases at different times, tv 's, gaming systems, computers etc.     I recently purchased a home in   XXXX   XXXX   XXXX   and needed all new appliances so I took advantage of Best Buy 's 18 month  XXXX  interest deal and spent over {$6000.00} on appliances.     I have always done the paperless statements and just log in and make more than the minimum payments and continue about my day. On    XXXX   XXXX    I actually opened up the statement and saw a charge for Debt protection fee in the amount of {$48.00} for that statement. I looked back over my statements and they 've been charging me the whole time and I never agreed to this. I 'm the consumer that refuses all extended warranties, any additional add ons I 've always declined and I know I did not agree to this fee.     I called on the same day   XXXX   XXXX   and  Best Buy  Customer Service told me I would need to call the Debt Protection company to " request a refund '' I called the  XXXX  and spoke with  XXXX . She said she would file the request and within 30 days I would hear from them whether they would refund it or not. On     XXXX   XXXX   I received a letter in the mail saying that they would not be issuing a refund for these fee 's and that they did cancel the debt protection coverage.     I 'm livid at this point and I call again to this debt protection people, who Best Buy uses and I spoke with  XXXX . She says we can put in a second request if I like and that within 30 days I would be notified of their decision. On   XXXX   XXXX   I did get a letter again that they would n't be refunding the fee 's that I was charged. Again, I did not agree to this.     On  XXXX   XXXX  I did receive a call from  XXXX   XXXX  who is a Best Buy Citi Card Account  Manager  and he apologized for any confusion and explained that the Debt protection was n't a part of them, they are a third party that they use. I explained to him my frustration and told him that this was very bad business practices and that I was shocked they would be operating in such a manner. He said that since I was such a loyal customer and that my account had been open for so many years he wanted to offer me a credit on my account for {$50.00}. I told him I did n't want a {$50.00} credit I wanted the charges that should n't have been on my account off of there. They go back and are on there every month, over {$500.00} worth of charges since I just bought the appliances in   XXXX   XXXX   XXXX    . He said he still was going to apply the credit and again he was sorry for my frustration etc.     I understand that there are  XXXX  people at play here. Best Buy, Citi Bank and this third party  XXXX   XXXX   XXXX . I think it 's very deceitful to do this to who knows how many people and when the consumer actually notices it no one seems to be able to do anything to fix it except say I 'm sorry. This has really changed my opinion of Best Buy in a negative way and to have spent over {$10000.00} in their stores it really makes me feel like they do n't appreciate my business.

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