Consumer complaint received 2024-08-27 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: NY

Complaint narrative:
In XXXX XXXX XXXXXXXX, I made a down payment toward a computer from Best Buy, store # XXXX which is located at XXXX XXXX XXXX XXXX, NY XXXX. I can not recall the exact figures however, the payment was about {$400.00} toward a {$1000.00} computer. On the said day, I was asked if I wanted a credit card, to which I responded " Yes ''. I took home my Laptop that day, along with some new debt. 

Approximately one month later, I had not yet received the credit card in the mail as expected. Around that time, I went to the same Best Buy location and made a payment toward my remaining balance ( in excess of the amount due ). I also informed them that the credit card was not received. 

For the following months, I continued to make payments at the appointed time, always in excess of the due amount as this is a habit of mine. Each time, I would inform the staff that I did not receive the credit card. By XXXXXXXX XXXX XXXXXXXX, I had not missed a payment ; to the contrary, my payments were in excess of the due amount. When I asked about the balance on the account, I was told a figure very different to what I expected. Furthermore, I expected the balance to be XXXX by this time. 

When I considered the substantial discrepancy, I decided to clear the remaining balance and requested that the account be closed. I suspected fraudulent activity however I did not want to go through the trouble of attempting to recoup the loss so I simply moved on and forgot about it. 

Fast forward to the summer of XXXX, I am being told that I have a balance of {$1100.00} on my Best Buy credit card. This amount was sent to collections and is negatively impacting my credit score. By this time, I had to do something so I disputed the charges. I disputed the charges directly with Best Buy, and I also disputed the charges with XXXX, XXXX and XXXX ( the three major credit reporting agencies ). 

I thought that the dispute was routine and the charges would be easily removed however the fraud department at Best Buy determined that I truly owe the debt. I then spoke with the fraud department at Best Buy on the phone. They asked me to identify the charges that were fraudulent. I indicated that all the charges besides the first charge were fraudulent. I wanted to see how much money I initially paid because I lost some of my receipts, so I requested an account summary. I hoped that the account summary would also reveal the purchases made with the card, so that I can account for the fraudulent activity that occurred before I closed the account. At this point, I was certain that the {$1100.00} was fraudulent, and an additional undisclosed amount was fraudulent. While having this discussion, I received a call on the other line. I did not take the call because of the importance of the current call. I wrapped up the call with Best Buy 's Fraud Department, they told me to call back whenever I got the account summary in the mail. I then returned the missed call received a few minutes earlier. The person on the other end was from a debt collection agency. They reported that my Best Buy credit account was sent over to them today. I then explained the situation to the agent. From that moment going forward, I was not able to communicate with the Fraud Department of Best Buy since they are not handling the account any more. 

While conducting their investigation into my dispute, XXXX obtained my account summary and sent it to me in the results of their findings. 

The relevant portion of the report is attached. It clearly shows that I paid the account off in total and closed it. Additionally, it can be seen that while the account was deemed as closed ( extreme right column ), charges were made to the account. To me, this is clear proof of fraudulent activity on the account. 

Additionally, it can be seen that while payments are being made, my balance is increasing instead of decreasing. To me, this is evidence of the credit card being used. I did not use it because I never received it. 

Currently, Best Buy has stated that the activity on the credit card was not fraudulent and I strongly disagree, and I'm determined to clear this up even if it means taking legal actions. I am requesting that Best Buy perform the following for actions to avoid further actions. I can be contacted for further information such as police reports, copies of receipts, etc.

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