Consumer complaint received 2024-09-09 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Can't close your account
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
There had been some fraudulent charges back in XX/XX/year>. I had identified it, brought it to their attention. I had also filed a police report ( XXXX ) with the PA police department. Best Buy Citicard also investigated it and agreed that those were fraudulent charges and removed them. I had also requested and pretty much begged Best Buy Citicard, to completely delete my account in such a way that no charges get back onto my account. I had tried to close my account. I cut my card and threw it out. The customer service say that it is closed, however these charges magically come back on. At this point, I only know the last 4 digits of my card which I have put as part of this complaint. 

However, since the issue first came up, it has been a constant battle for me, month after month, where I go through the same cycle listed below : 1. I will get an email from Best Buy Citicard saying i am past due on these fraudulent charges 2. I will have to spend over 2 hours going through and presenting the background of my account with the Best Buy Citicard Customer Service and/or Best Buy Citicard Security Operations Department 3 . They will promise me to remove these charges and let me know not to pay these fraudulent charges. 
4. Meanwhile, Best Buy Citicard will also impose a late fee and Best Buy Citicard will also report me to the credit bureaus.

5. I will let Best Buy Citicard know once again that I have been charged a late fee against these fraudulent charges and that my credit rating has taken a hit because of this.

6. The charges will be removed, they will remove the late fee also and also take care of reporting back to the credit bureaus because I let them know that my credit has taken a hit because of this.

7. When the next billing cycle on the 18th occurs, these charges gets added back. 
Best Buy Citi Card has been repeatedly adding back the charges to my account, which also I had tried to close several times. 

This is exacerbated by the fact that they have 2 separate departments which don't really talk to one another. One is called the customer service, and the other is the Security Operations. Security Operations is only available M-F XXXX and I have to explain it to them separately, and to customer service separately. I am attaching all my statements where you can see how the amounts are reversed and then re applied in the next billing cycle. Often times, I could run into a rep with a poor sense of customer service and then all my time and effort is lost. 

This has been happening month after month and they are not resolving the issue, which to me, seems like a software accounting bug, which puts amounts back onto my account. I am at my wit 's end on how to resolve this case. Please help!!!! 
XXXX. 

Here are some timelines related to this issue : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I have tried to keep track of the times I had called them - on each day that I list here I have lost many hours talking to both of these teams - XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. Finally, I thought that they had resolved it once and for all XX/XX/XXXX I've talked to them and opened Case for fraudulent charges. 
XX/XX/XXXX Credit Damaged. Late Fees tacked on. 
XXXX XXXX ( Supposedly Completely Resolved ) Spoke to Supervisor. She noticed that all the investigations had been completed and removes all the charges, late fees and promises to update my credit history reporting back to XXXX etc. 
XX/XX/XXXX I get an email back that there is pending amount I need to pay. 
XX/XX/XXXX I call back talk to XXXX XXXX. Case reopened for balance check. I tell her that everything was XXXX and everything was reversed. Yet, in the subsequent pay cycle, it gets re tacked back on. There seems to be a system glitch in their software. Provides me Case ID XXXX XX/XX/XXXX - Email where all the charges have been removed. Yet my account is not closed. 
XX/XX/XXXX- I get an email back stating that I have to pay the fraudulent charges I called them back again after this, but am finding it hard to keep track of all my calls to them. Opened another case - XXXX Background Information : Someone in PA with access to some of my personally identifiable information ( PII ) was able to call into Best Buy to change my address ( on the XXXXXXXX XXXX XXXXXXXX ), change my email address ( on the XXXXXXXX XXXX XXXXXXXX ) and then report a lost credit card ( XX/XX/XXXX ), change my PIN on my credit card ( XXXX XXXX ) and then performed 2 cash advance transactions using this new card at an ATM on XXXX XXXX XXXX XXXX PA XXXX and from XXXX XXXX XXXX. I was able to get the above dates and incidents by calling the Best Buy Fraud department. When I checked this address, it belongs to a XXXX XXXX XXXX XXXX. 
I have since filed a police report in VA - Report # XXXX. I have also taken steps to make claims against 2 cash advance transactions with Best Buy, that were made from this address ( {$180.00} and {$170.00} each having a {$10.00} fee in addition ). I have also locked out my best buy credit card account hoping that this can be avoided. Please feel free to get in touch with me if you have any questions, but I wanted to report this to the PA police as per the recommendation of the Virginia police as this was out of their jurisdiction. This incident has given me some angst and I hope you are able to nab the criminal who is committing this kind of fraud

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 monetary relief