Consumer complaint received 2021-12-30
Company: CITIBANK, N.A.
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My complaint is regarding Best Buy XXXX XXXX XXXX XXXX XXXX Illinois. 
The clerk the day of purchase was, XXXX ID number XXXX. Date of purchase was XX/XX/XXXX amount of purchase was {$1300.00} purchase items with an XXXX XXXX XXXX XXXX XXXX XXXX  and a case.. I was accidentally charged for XXXX  XXXX screen cover. Later on she would mail me out another free one to my home it came free but now I received a receipt stating that I was charged {$42.00} this just happen it was free there was no charge for that item the clerk, XXXX sent it to me to use while it was being shipped. That's why it was sent out on XX/XX/XXXX that's when we expected the call ticket to return it to XXXX that was actually said to Best Buy by accident and no one contacted me then we had to have another call ticket sent out a month later I received it from XXXX at my home the same place it was supposed to come the first time. Also XXXX has conveniently left out that this phone has never been activate it which was listed on my receipt somehow that was eliminated and I have enclosed both copies my original and Best Buy 's that leaves out the fact that this was broken at the time that was purchased on the ticket. 
I came into the store on XX/XX/XXXX purchase the cell. XXXX the Best Buy employee noticed the screen was cracked after she activated and deactivated my phone which she reversed before I left because the phone did not work. It was minutes before Best Buy closed I had already been charged and XXXX checked for another XXXX XXXX there was none in stock so she ordered a pickup ticket for a replacement from XXXX. The store closed I left with the understanding I would receive a replacement as soon as one came into Best Buy or from XXXX to Best Buy to me. I waited almost a month no recall ticket no call from Best Buy with my replacement. I called XXXX she sent me another screen protector for FREE XXXX XXXX XXXX XXXX to hold the screen together while sending it to XXXX. It was a small notch but the night of purchase when she went to take off the case it cracked a little more. I had not use the phone I have never used the phone it's still in the box from the date of purchase. There was a black line all the way across the screen and about the same spot that the chip was in. After a month of waiting for the call ticket I was informed the ticket must have came to BestBuy and they would send another one. Finally the XXXX XXXX was going to be replaced. I again called the store and asked if I could just have a replacement they refused. So, I sent the broken cell to XXXX so that I would recieve my replacement as Best Buy promised. Weeks later, I receive an email telling me I owe {$350.00} to fix the broken screen. I refuse. I'm supposed to get a replacement?? About three weeks to a month later, in XXXX i recieved the phone back but this time it's broke even worse due to the phone being misplaced by XXXX. I again return to Best Buy I informed the manager again along with sales clerk XXXX who informs them I'm telling the truth I have never received an XXXX XXXX in working order it wasn't activated when I left and it never has been and I paid for a brand new phone with accessories. ( I was also there because I had purchased a dryer and the heating element went out in it the day after I bought it they didn't take that back either. I replace the heating element myself in the dryer at no cost to Best Buy. ) That's the other item on my credit card is the dryer. I only took out this credit card for this phone. So, it has been a year that I was told by some managers they would replace the cell some the will replace the cell and so I'm just extremely rude. I am then directed to run to a different store, where that Best Buy tells me a different story and then that manager or they will not replace, or they won't repair it for free. I tried to give back the phone and get a different one they've refused that, but they continue to charge me every month on my credit card for this phone. I have perfect credit and they single-handedly have caused multiple disputes for reporting improperly during the year long dispute that has been on my card yet I was told there was no dispute going on and no investigation but it remains on my card for a year so I had to start it over again from the beginning. I received an answer today it was a no along with my no it's a lot of misinformation. There's one receipt that says I was charged for glass for this phone but the sales clerk actually sent it to me because she was afraid it would fall apart in shipping to XXXX now it looks as if I was charged for that glass and I will be disputing that with my credit card company. I don't understand why the store won't stand behind their product. I always pay my bills on time I purchased this item in good faith that it would be in good working order and it was a brand new phone, it was not. I received a broken phone for my almost {$1400.00}. The only acceptable outcome of this for me, is Best Buy to remove the charge for this phone and accessories from my credit card with proper updating to the credit bureaus. As always, I am willing to return the phone, it's still in the box in the trunk of my car. Why would I never activate a {$1400.00} phone if it worked? I only want what I paid for. I am unwilling to accept and exchange this phone is a year old and outdated. I do not trust Best Buy after changing receipts and just the treatment I received.

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