Consumer complaint received 2021-02-24
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A. (CA)

Complaint:
On XX/XX/XXXX and XXXX, XXXX multiple unauthorized charges were made on my Bestbuy consumer credit card. One purchase was made on XX/XX/XXXX in the city of XXXX, AZ Bestbuy store in the amount of {$3.00}. Four more purchases were made 0n XX/XX/XXXX in the city of XXXX XXXX, CA Bestbuy store in the following amounts {$250.00}, {$260.00}, {$71.00}, and {$340.00} for a gran total of {$930.00}. On XX/XX/XXXX my wife and myself were in the XXXX XXXX area XXXX XXXX XXXX, and XXXX, Ca ) shopping for XXXX gifts ( I have bank statements ). On XX/XX/XXXX my wife and I stayed home to wrap gifts and made only one purchase that day in our local XXXX XXXX XXXX ( I have bank statements ). 
After Best Buy notified me by text on XX/XX/XXXX that my account was being used fraudulently my account with them had a fraud alert placed on or about the same day by Best Buy. I received a phone call from a person claiming to be from Best Buy Fraud Department shortly after the unauthorized purchases were made. The person on the other end asked if I recognized any of the purchases to which I replied no. They asked if my Best Buy credit card has been lost or stolen to which I replied no. They told me that I was not responsible for the charges and that new cards would be issued. Best Buy also posted a message to my account stating that they would not charge me for the fraudulent charges nor any interest. 
On XX/XX/XXXX I received another phone call from Best Buy fraud department although this time with a totally different tone. This time I was asked if my Best Buy credit cards were with me during the time of the mentioned purchases and if I or my wife had ever misplaced our cards at all. Yes we had our cards at home and they had not been misplaced. I told the representative that the only time I used my Best Buy credit card was to pay for my XXXX XXXX internet service. Then I was asked how do I explain the purchase to which I replied, I have no idea. I was told that the investigation would continue but at the time the investigation did not look favorable for me but they would do their best to have a positive outcome for me. 
I could not understand why this would not be in my favor because of the fact that I nor my wife made thses purchases. I hoped a thorough investigation on the part of Best Buy Fraud Department would vindicate myself and my wife. 
On XX/XX/XXXX I received in the mail a letter from Best Buy. In it was their conclusion to their investigation and their conclusion was based in part on the following statement You received benefit from the disputed charges made on your account. And as a result, I was re-billed for the entire amount of {$930.00}. I called Best Buy Security Operations on XX/XX/XXXX to let them know that I was in total disagreement with their decision. I asked if I could appeal this decision and I asked that this investigation be reopened and both questions were responded with no. 
I asked for proof that myself or my wife made such purchases such as a photograph or a copy of a signature, what items were purchased and their response was that I had to go through the local police for such requests. This leads me to believe that the Best Buy stores in XXXX, AZ and XXXX XXXX, CA were not contacted during their investigation, how can this be? It seems Best Buy has no intention to help its customers during stressful claims of fraud. Best Buy insisted that since my credit cards were with me there was no way they could be duplicated and therefore I am responsible for the charges. 
My credit score is exceptional. There is no way that I would jeopardize something Ive worked so hard to maintain.

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