Consumer complaint received 2026-04-29 00:00:00
Product: Credit card — Store credit 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.
State: NC

Complaint narrative:
I received a text notification of a fraudulent charge on my Best Buy credit card powered by Citi bank on Sunday, XX/XX/XXXX. It was for a charge made at XXXX for XXXX dollars. I immediately responded no I did not make this charge. The charge in question was declined, but this prompted me to check my account and I noticed two additional larger charges were made that same day. I called my credit cards fraud department immediately and filed a claim. On Monday XX/XX/XXXX I filed a police report. On XX/XX/XXXX I went with an officer to the best buy in question where the purchases were made and obtained video footage of the person responsible. The person in question was in fact not myself. I provided the fraud department with my Police Report #, but at the time no detective had been assigned to the case. I was told that a provisional credit would be applied and an investigation would take place that could take upwards of 60-90 days. The purchases were made in a very suspicious manner. The card hadnt been used in over a year and had been paid off Since XXXX of XXXX. There was no balance on the card. The thief used my card Sunday, XX/XX/XXXX, first at XXXX to purchase a laptop for {$2800.00}. He then came back at XXXX to purchase an XXXX for $ XXXXLater that evening at XXXXXXXX XXXX he went to XXXX where the card finally declined for the XXXX dollar purchase mentioned previously. The way in which purchases were made should have been a red flag. This is a best buy credit card, it cant be used at XXXX. I was told by the fraud department that a physical card was used. I still have the physical card and I am the only one with access to it. Someone had to have skimmed my card or got access to my card to make a copy which in this day and age is very possible. I did go to that best buy location earlier that week on Thursday, XX/XX/XXXX for a product that was releasing that morning. I added my best buy card to my virtual wallet on the best buy app/account that is the only thing I can think of. I didnt even realize the card was in my wallet because I hadnt used it in over a year as previously mentioned. I learned today that best buy denied my claim. Stating that because the person used a physical card and it had a chip that I am responsible for the charges. I immediately called to file an appeal ; as I will not be responsible for XXXX in charges that I did not make. Im filing this claim because I am very upset. I am a very responsible person and I feel violated and extremely upset that they would deny my claim even though its very obvious this is a case of fraud. I have further evidence that I didnt make those charges, because at the times the charges were made I was elsewhere and have proof to show that in addition to the video footage obtained by the XXXX. I do not feel a thorough investigation was made by best buy credits fraud department. Thus why I am filing this claim for further help in this matter. Since this matter I have locked my credit report. I no longer keep physical cards on my person. I have locked all my credit cards while not in use. My credit dropped XXXX points because of the added balance.

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