Consumer complaint received 2024-09-01 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: CITIBANK, N.A.
State: ID

Complaint narrative:
I would like your consideration in removing a late payment reported from Best Buy Credit Service on my credit report. 

On XX/XX/XXXX, I purchased a laptop computer from Best Buy for {$1200.00}. I intended to put the purchase on my credit card which I always pay off in full monthly, but the associate said I could get a ten percent discount if I signed up for a Best Buy credit card. Since this was a substantial purchase I agreed. The associate entered all my information on his terminal and signed me up with paperless billing. Unfortunately, my email address was entered incorrectly and I was set up with paperless billing by the associate. As a result, I never received a statement.

After I used the computer for a while I determined I needed more resources, so I returned it to get an
upgrade. Since they were out of stock and didnt know when they would get more in, I decided to just get a refund on XX/XX/XXXX. At this point I thought I had a XXXX balance, so I did not expect a statement with a balance. 

On XX/XX/XXXX I received a voicemail from Best Buy since I block unknown callers. I returned the call and was told I had a balance past due of {$210.00}. Apparently there was a restocking charge I was unaware of, so I gave him my payment information and authorized him to make the payment. Again, I thought my balance was XXXX. 

On XX/XX/XXXX I got a notice from my credit monitoring service that my credit score had dropped substantially due to a late payment report from Best Buy. I had never set up an online account with Best Buy since I thought the account was XXXX and I never intended to use the card again, but getting this information I went online and created an account. It was then that I discovered that the agent on the phone had not paid off the account, but had only paid the minimum due. I also found that on XX/XX/XXXX a late fee of {$30.00} had been charged and on XX/XX/XXXX a {$40.00}. had been charged. 

I immediately set up my payment information on my account and paid off the account. It was then that I looked I my profile and saw that my email address was incorrect and this is why I had never received a statement. I updated my address and have now been receiving email from them. A couple of days after this, I received a letter in the mail telling me my account was past due with the amount due. Of course by that time, I had already paid off the account, but the damage had already been done to my credit rating.

I have never been late on any of my payments in the past and have always had an excellent rating. I always pay off my credit cards in full every month.

I respectfully ask that you remove this late payment from my record as I never received a statement from Best Buy due to an input error from the Best Buy associate when entering my account information.

Thank you

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 non-monetary relief