Consumer complaint received 2026-03-11 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: CA

Complaint narrative:
b'The purpose of this letter is to request your detailed investigation into an ongoing billing dispute related to my Best Buy Credit Card, issued by Citibank N.A., with a card number ending in XXXX. I submitted an initial dispute on XXXX XXXX XXXX, and Citibank phone service representatives have assisted in submitting additional disputes on XXXX XXXX, XXXX XXXX, and XXXX XXXX. The Citibank dispute numbers are listed belowXXXX (submitted XXXX XXXX XXXXXXXX (submitted XXXX XXXX XXXX (submitted XXXX XXXX XXXX (submitted XXXX XXXX XXXXThe dispute relates to a XXXX XXXX XXXX purchase made on XXXX XXXX XXXX at Best Buy XXXX XXXX in XXXX XXXX, CA. The XXXX was returned on XXXX XXXX XXXX, but no refund has been received as of today. The history of events of below, and all supporting evidence is attached:XXXXXXXX XXXX XXXX XXXX XXXX XXXX on my Best Buy Credit Card in-store at Best Buy XXXX XXXX in XXXX XXXX, CA for XXXXXXXX. This amount is after tax, and includes XXXX for the XXXX and XXXX for a protection plan. The order number on this, per my Best Buy online account, is XXXX XXXX XXXX XXXX.\nb.\tEvidence: See Figure 1, screenshot of the XXXX XXXX purchase history and total cost from my Best Buy online account.\n\n2.\XXXX XXXX XXXX\na.\tVisited Best Buy XXXX XXXX store in XXXX XXXX, CA, and decided to purchase a larger XXXX. We purchased a XXXX XXXX XXXX on a different credit card. The sales representative, XXXX, offered to arrange a free return pick-up of the XXXX XXXX and home delivery of the XXXX XXXX. We scheduled the return pick-up service for XXXX XXXX XXXX. \nb.\tEvidence: See Figure 2, receipt for the return pick-up and home delivery services, including estimated refund amounts for the XXXX XXXX XXXX and protection plan.\n\n3.\tXXXX XXXX XXXX\na.\tBest Buy couriers arrived to deliver the new XXXX and complete the home delivery service. They took the XXXX XXXX XXXX at the same time to complete the return pick-up service. This ties to Work Order # XXXX.\nb.\tEvidence: See Figure 3, the final invoice for the return pick-up service, and Figure 4, a printout of my Best Buy online account Service History, showing that the return pick-up was completed. XXXXXXXX XXXX XXXX received a refund of the XXXX protection plan, but no refund of the XXXX XXXX XXXX XXXX \nb.\tEvidence: See Figure 5, a screenshot of my Best Buy Credit Card transaction history showing a refund amount of XXXX on XXXX XXXX XXXX XXXX XXXXAs of this day, no refund for the XXXX XXXX XXXX returned on XXXX XXXX has been received. I went to Best Buy XXXX XXXX to ask about the refund, and spoke with a store manager. The manager confirmed that the refund was not initiated during the return pick-up, and he refunded XXXX manually. HOWEVER, a purchase amount of XXXX was also entered at the same time, so the net account balance change was XXXX. I did NOT authorize any purchases, only a refund. XXXX\tEvidence: See Figure 6, a screenshot of my Best Buy Credit Card transaction history showing both a refund and a purchase amount of XXXX on XXXX XXXX XXXX. See Figure 7, a reprint of the receipt of the managers transaction, confirming that only a refund was made, NO purchase. \n\n6.\XXXX XXXX XXXX Dispute #XXXXAs of this day, no refund for the XXXX XXXX XXXX returned on XXXX XXXX has been received. I called Citibank and submitted a dispute XXXX for the XXXX transaction on XXXX XXXX XXXX for reason credit has not been received. I attached all relevant evidence documents in the online dispute portal. XXXX XXXX XXXX Dispute XXXXThe previous dispute was closed by Citibank, who stated that a credit of XXXX was received on XXXX XXXX XXXX, and a credit of XXXX was received on XXXX XXXX XXXX There is no mention of the erroneous charge on XXXX XXXX XXXX that cancelled out the refund. So, my account balance still incorrectly included a XXXX amount owed. \nb.\tI called Citibanks dispute team again, and their representative opened a new dispute #XXXX, for reason merchandise was returned but credit has not been received.\nc.\tEvidence: See Figure 8, screenshot of the dispute decision letter. \n\n8.\tXXXX XXXX XXXX Dispute #XXXXtThe previous dispute was closed by Citibank, who stated that a credit of XXXX was received on XXXX XXXX XXXX. There is still no mention of the erroneous charge on XXXX XXXX XXXX that cancelled out the refund, and my account balance still incorrectly included a XXXX amount owed. \nb.\tI called Citibanks dispute team again, and their representative opened a new dispute #XXXX, once again for reason credit has not been received.\n\n9.\tXXXX XXXX XXXX Dispute #XXXXThe previous dispute was closed by Citibank, who stated that a credit of XXXX was received on XXXX XXXX XXXX. There is still no mention of the erroneous charge on XXXX XXXX XXXX that cancelled out the refund, and my account balance still incorrectly included a XXXX amount owed. \nb.\tI called Citibanks dispute team again, and their representative opened a new dispute XXXX, this time for reason charged twice for the same purchase\n\n10.\XXXX XXXX XXXX XXXX received an email from Citibank, reminding me to pay my balance of XXXX by XXXX XXXX XXXX. I called Citibanks billing disputes team, and spoke with a representative who informed that the previous dispute was also closed. The representative stated that she added up all of the transactions on my account (purchases minus refunds/credits/payments), and confirmed that the XXXX balance was incorrect. The representative transferred me to a manager, who informed me that I must send a letter by fax to Citibank at XXXX explaining the history of the dispute and requesting Citibank to reopen the investigation. To date, no refund is received, and Citibank requests that I pay XXXX from me by the XXXX XXXX XXXX. \n\nBased on the billing dispute history and all evidence attached, the XXXX carried forward in my balance as of today is objectively incorrect. I am submitting this letter to Citibank, per their request, as well as the Consumer Financial Protection Bureau to open a complaint.'

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