Consumer complaint received 2025-06-06 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Bought a Drone at Best Buy, and a camera. They are rude, violate the law by deception and discriminatory practices. The camera needed to be replaced since it was not working properly. When I went to the store at XXXX XXXX XXXX XXXX. The store discriminated against me by ignoring me when I was standing there with a XXXX  due to a recent XXXX XXXXXXXX. 

The lady at the customer service desk at the store located at XXXX XXXX XXXX XXXX just looked at me and turned and walked away. I was the only customer standing there and she ingored me and when a new customer came in she went straight to servicing them but not me.Even another customer had to call the manager because he saw that they were not treating me right. Even one of the other employees asked me if I needed help, but the lady at the service desk just ingored me and failed to acknowledge me or the other employee who was there asking me if needed help. She knew I had a XXXX and did not want to service me until I got the store manager involved.

At which time she even told the manager she saw me but did not service me because I was not standing in the correct spot. Which was like a few feet to the left. She began to argue with me in front of the store manager. That the manager even had to ask her to leave. It will show on the video survillance her arguing with me infront of her manager. So if she was playing that game that i was not standing in the correct spot. Why did she not acknowledge me and tell me I was not in the correct spot.

With the drone I went to return since it was not working, they charged my card for the drone and then returned. So they have over charged me for the same amount of the return. Which was less than the purchase amount because they wanted to charge me for a restocking fee. Which I was told if it is no
t working there is no return stocking fee. But they still charged my card. I spoke to the story manager XXXX XXXX at the store located at XXXX XXXX XXXX XXXX who told me he will fix it but has not. 

When I spoke to him about the error. He first told me he could not do anything about the restocking fee. That the system will not allow him to update it since it was past 10 minutes.

I explained to him the service rep had called in within the 10 minutes, but it took him over 15 minutes to show up at the service desk.

He got my phone number and gave me his card and said he would fix it the next day because the 10 minutes had passed. Today almost a week later it has not been corrected. 

So now they charged me for a drone that I returned.

The video surveillance will show that I returned the item and did not leave the store with the drone. The manager said he will keep it for now so he can return it. I asked him if they were restocking the damaged drone and he said no, they are returning to the factory since it did not work. So why are they charging restocking fees for damaged items? That is very deceptive.

Best Buy is rude, charges folks for things they returned, does not return the correct amount, they charges return stocking fees for items that do not work, and discriminates against the XXXX.

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