Consumer complaint received 2025-01-22 00:00:00
Product: Credit card — Store credit card
Issue: Trouble using your card — Can't use card to make purchases
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
Since XXXX I have been having ongoing issues with Best Buy. I try to place orders to be shipped to me or for in store pickup and they get cancelled instantly. I have tried multiple times to call and speak to someone about why my orders get cancelled and they never give me an answer. I have gone into my local Best Buy stores and they are unable to give me an answer. 

Anything that I dont purchase in stock, in person gets cancelled. I am a Best Buy store cardholder and Im unable to purchase the things that I want/need. Its very frustrating and has caused me many issues. 

In XXXX, I made an appointment to bring my vehicle in for a stereo install. I purchased all the necessary equipment and scheduled the install for a day that would work with my schedule. Immediately after I left the store, I received an email saying that my order was cancelled because they couldnt verify my information which made no sense. 

On another occasion, in XXXX, I called to speak to a customer service representative about exchanging a television that I purchased, in store, for a larger size. Best Buy was supposed to send people to my home with the new TV, mount it and take the other TV I had back as a part of the exchange. I paid for this with my Best Buy card. Shortly after the call was completed, I received an email saying that my order was cancelled and that I would be refunded. However, I was never refunded. I placed multiple calls to resolve the issue only to be told that they cant do anything about it and they wont discuss my account with me. What kind of answer is that? I eventually had to open a credit dispute with the bank that oversees the Best Buy store cards. Only then, did I eventually get a refund. 

I have attempted to have my account reviewed multiple times to rectify the issue that keeps causing these cancellations. Nothing ever comes of it. Nobody calls me back. When I follow up, Im just told that its still under review. Then at some point, theres no record of my prior calls and Im told that nothing can be done for me. This is extremely frustrating. I have been punished by this company for years when all I want to be able to do is make my orders like everyone else.

It wasnt until one of my most recent visits to a Best Buy store that I was informed by an associate that they saw something odd. They said that when they look up my phone number, it doesnt show me as a Best Buy store card holder. In fact, when I check out, it asks me if I want to apply for a store card. I have no idea why they would remove that information from my account when I am clearly still a Best Buy store card holder and I pay yearly for their Total Plus subscription. 

This has even caused issues for my girlfriend, who lives with me. She informed me that she was also having issues placing orders and could only do in store pickup. It seems that they have placed some type of flag on my address that is also affecting her.

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