Consumer complaint received 2024-04-28 00:00:00
Product: Credit card — General-purpose credit card or charge 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: NJ

Complaint narrative:
Best Buy Visa ( issued by Citibank ) is holding me liable to unauthorized online purchases on bestbuy.com worth {$2500.00} that's over the limit. Purchases is under my wife name but charged to my credit card. These purchases were not made, nor authorized, nor picked up by me and my wife. My wife is not even an authorized card user. My credit score has been severely impacted already. 
XX/XX/XXXX : Checked my Best Buy Visa ( issued by Citibank ) and learned of {$2500.00} balance ( over than my {$2000.00} credit card limit ) Called Best Buy Visa to report. Spoke to XXXX who told me they were online purchases made under my wife name ( XXXX XXXX ) but charged to my Best Buy credit card on XX/XX/XXXX and XX/XX/XXXX. Told XXXX that I didn't authorize nor have knowledge of these purchases. He assured me that I will not be liable for them, he cancelled my card and sent a new one. 
XX/XX/XXXX : Got alerts from monitoring services that my credit score is getting impacted due to over the limit credit card. Called Best Buy Visa and spoke to XXXX who said new credit card on its way and new reports to credit bureaus in early XXXX will clear out my scores. 
XX/XX/XXXX : Unable to charge mouse using the new credit card at a local Best Buy store. Learned that my new credit card has the {$2500.00} balance from the old credit card. 
XX/XX/XXXX : Spoke to XXXX of Security Fraud. He told me that Best Buy Visa is holding me responsible because it was my wife who ordered online and personally picked up the items at a Best Buy store. Told XXXX she did not make those purchases, she's not authorized user and I have the old card the entire time. XXXX asked a number of questions and reopened my case ( Ref : XXXX ). He said Balance will be taken out while being re-investigated for up to 30 days. 
XX/XX/XXXX : My wife and I went to our local police station to report this card fraud XX/XX/XXXX : Met with the police officer to correct the misinformation/inaccuracies on his police report. 
XX/XX/XXXX : Received Best Buy bill due XX/XX/XXXX. Spoke to XXXX of Best Buy Security Fraud. She said my appeal is denied on XXXX XXXX. She is still insisting that my wife ( XXXX XXXX ) picked it up. I asked for proof ( ID, picture, signature, phone number used, car make/model, video footage, etc ) and XXXX said they can not disclose since I'm not police. Gave the police report number and she reopened the case again ( Ref : XXXX ). She advise me not to pay the bill and expect to get the result by mail in 15 to 20 days XX/XX/XXXX : Spoke to XXXX  of Fraud Investigation team. I asked XXXX why the transactions on separate dates were not rejected by Best Buy Visa. The first transaction alone was over my card limit. She told me to send Fraud Research Department copies of driver 's licenses, police report and signatures for me and my wife XX/XX/XXXX : Faxed and mailed copies of our driver licenses, police report and cover letter to Fraud Research Department. I also notified them on the cover letter that on XX/XX/XXXX during the pickup times, my wife and I checked and we were at a funeral home XXXX, XXXX miles away from the pickup location- we have witnesses who can confirm this fact. We need to know from Best Buy how to prove - will signed and notarized affidavit be sufficient for each of the witnesses?

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