Consumer complaint received 2025-05-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I am writing to formally raise a complaint and dispute regarding a credit card account opened at Best Buy, issued by Citi Bank, which has resulted in an unjust negative impact on my credit score due to circumstances entirely beyond my control.

On my visit to a Best Buy store, I was strongly encouraged to apply for a Best Buy Citi credit card with the promise of a {$100.00} discount on my purchase. Though I initially declined, I was persuaded to apply and finally did. However, I never received the physical credit card, nor was I ever able to activate or access the account online. 

Unaware of any charges or obligations due to my inability to access the account, I was shocked to later discover that there was a pending balance and accumulating late fees. Upon discovering this, I took immediate action contacting Citi Bank multiple times to explain that I had not received the card or activated it and therefore had no way of making timely payments. 

Citi Bank waived XXXX month 's late fee but failed to resolve the root of the issue. They also informed me I would need to wait a few days to pay the balance since the account had been closed. I requested that they send me a reminder or notification once the account was ready for payment but I received no such reminder.

Due to my busy schedule and lack of communication from Citi, the matter slipped my mind. Recently, I noticed a sharp drop in my credit score ( from over XXXX to XXXX ). Upon investigating, I realized the negative report was linked to this unresolved issue. 

I immediately contacted Citi Bank and was given the option to pay the minimum balance only, which I did. I then called customer service again, requesting to pay off the remaining balance in full, but they refused to take another payment the same day, and also refused to schedule a payment, callback, or email reminder, despite the growing interest and fees. 

This situation is unfair and harmful, as : I never received or activated the card. 
I had no access to the account to monitor or make payments. 
Citi refused to take my full payment when I was ready to pay it.

I was misinformed and not properly supported by their customer service.

My credit score has now been damaged, despite my efforts and good faith.

I request the following resolutions : Immediate removal of all late fees and interest charges. Correction of any negative reporting made to credit bureaus regarding this account.

A formal written acknowledgment and resolution from Citi Bank and/or Best Buy.

Assurance that this account does not continue to impact my credit due to no fault of my own.

I believe this situation reflects poor customer handling and inadequate systems, and I am prepared to escalate this to the Consumer Financial Protection Bureau ( CFPB ) and any other necessary regulatory bodies if not resolved promptly. 

Thank you for your time and urgent attention to this matter.

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