Consumer complaint received 2023-11-05
Company: SANTANDER HOLDINGS USA, INC.
State: PA
Product: Credit card
Sub-product: General-purpose credit card or charge 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:
To Best Buy Corporate Resolution Team : Where is my {$190.00} REFUND that Best Buy Corporate Resolution Team pledged to reimburse me, for the month of XX/XX/2023?!? WHY is Best Buy charging {$490.00} to my Account, for an undisclosed/deliberately concealed/hidden Best Buy product which I DID NOT Purchase/DO NOT NEED/NO ABSOLUTELY NOTHING ABOUT?!? Who is the Phantom Customer who allegedly made the purchase?? WHY are there NO DATES connected to/CONFIRMING/associated with this pretended/purported {$490.00} sale?!? 
BUT, most importantly of all. WHY is Best Buy permitting a Phantom Customer to steal my identity AND make purchases, using my Credit/Debit Card Account?!?. I expect/anticipate the {$190.00} Best Buy Refund to be deposited-into my Bank Account by XX/XX/2023/TODAY!! 

Best Buy Business-tactics are highly questionable/very sloppy! 
XXXX XXXX CFPB Complaint No. # to Best Buy : XXXX Best Buy Customer Service PIN # : XXXX XXXX XXXX XXXX Best Buy Membership ID # : XXXX Best Buy TotalTech Plan Serial # : XXXX FCC Complaint Ticket ID # : XXXX Forward From : XXXX XXXX Sent : Friday, XX/XX/2023 XXXX XXXX Subject : XXXX # Re-Newal_DEP Subscription Confirmation : Reference # : XXXX You have been charged {$490.00}, order placed successfully. 

Review the attached PDF document for details. 

Contact # : XXXX Thank you for your patience. 



Hi XXXX, The email below was not sent by Best Buy and was probably sent with fraudulent intent. Our advise is that you do not engage with the party that sent the email as it was not Best Buy and is not related to Best Buy in any form. 
Regarding your refund, it was already processed back to you. This was in XXXX amounts as previously stated. {$140.00} was done on XX/XX/XXXX and {$48.00} on XX/XX/XXXX. 

Please feel free to contact me if you do not see in your account. 
With Kindest Regards, XXXX Senior Executive Resolution Specialist Best Buy Customer Care Phone : ( XXXX ) XXXX | Email : XXXX Best Buy Stores, L.P. 

XXXX XXXX XXXX XXXX, XXXX, MN XXXX, USA | BestBuy.com XXXX  Duplicate Receipt XXXX XXXX START RECEIPT XXXX Welcome to Best Buy # XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX XXXX XXXX XXXX XX/XX/23 XXXX RETURN Original Tran XXXX XXXX XXXX XX/XX/23 XXXX MY BEST BUY XXXX MY BEST BUY TOTAL YEARLY MEMB Original Price XXXX Days not used XXXX Of XXXX Pro-rated Refund XXXX Sales Tax XXXX XXXX MTHLY MBR L XXXX MTHLYBBP LAPTOP ADH $ XXXX $ Plan ID XXXX Sales Tax XXXX XXXX XXXX XXXX XXXX XXXX Subtotal XXXX Sales Tax XXXX XXXX Total XXXX XXXX Keyed USD {$140.00} REFUND XXXX Manual Approval XXXX My Best Buy Member ID XXXX Service plan Terms & Conditions are available at BestBuy.com/PlanTerms Return/Exchange Policy : 15 days on most purchases. Activatable devices have a 14-day return policy ( 30 days for XXXX activatable devices ). For details, go to BestBuy.com/Returns. To learn about privacy practices, go to BestBuy.com/Privacy. 

Your Customer Service PIN is : XXXX XXXX XXXX XXXX ************ END RECEIPT ************ =====================================

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