Consumer complaint received 2026-01-26 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: IL

Complaint narrative:
Best Buy Citibank Credit Card situation First Interaction via Phone call with agent and supervisor  on XX/XX/XXXX I called because I was charged over {$1900.00} in interest towards the end of XXXX which was to be paid by XX/XX/XXXX which was fine due to the balance on the card. I proceeded with and made XXXX individual payments of {$500.00} each to offset this due and even overpay for the month of XXXX by at least XXXX dollars. I paid via mobile site. All proof is visible on the statement that XXXX payments of XXXX per made between the dates of XXXX. 

The main concern why I called was because XXXX payment of {$500.00} did not make its way to pay down the interest, XXXX in total made it through instead of the original XXXX that I sent. They cited that XXXX dollars that was paid on XXXX was reversed back to me because of a supposed " duplicate payment '' which they flagged as such. I had made XXXX payments that day of XXXX in rapid succession hence the duplication warning on their end. They advised me they credited the checking account from which it came from and advised to wait XXXX business days which I said okay too. We started a dispute claim over the phone as they were adamant that they didn't have my XXXX dollars on their end and claim with certainty that we received a refund back. 

Next interaction was XXXX days later. XX/XX/XXXX spoke with agent and supervisor again and further pressed the issue because we had not received any of the XXXX dollars back they they claim to have refunded me. We contacted XXXX bank " our Checking Account Bank '' and they advised over the phone and 100 % confirmed with proof that no refund or credit has been issued back despite Best Buy Citibank customer service claiming they refunded it fully. XXXX advised us that we needed to file dispute with Citibank as XXXX can not do anything since the XXXX dollars had not made it back. 

Fast forward XX/XX/XXXX phone interaction with agent again on same topic. 
Still no refund on my end or any progress on the dispute. " they can canceled the first dispute the same day with was entered on XX/XX/XXXX '' They made no effort to investigate and when we called on XX/XX/XXXX they told me the same thing and started another dispute which I demanded in writing that it was being looked into and provided all contact info possible for a follow up. As I write this on XX/XX/XXXX, no follow up has been made with me, no resolution and I am being charged late fees for their incompetence and the withholding of my money. I refuse to make any payments until I know where my remaining XXXX dollars are. We have nothing in any banking account that we interact with when making payments to Citibank and working with Citibank directly has no result or interest in a resolution. 

They stated the only way we can remedy the investigation is to provide them with my sensitive information to the sir and ma'am I spoke with over the multiple calls that are certainly outsourced from an Asian Pacific country as I can hear wild animals and roosters making noises in the background during the phone call, How can I have confidence with sending any sensitive information like my banking details to individuals like this? They essentially said to me that without my personal banking details, the investigation would take a few weeks, to which I said is fine because I will not disclose my personal info. Since I did not provide this, I assume this is why they canceled all my disputes and investigations which is immoral. The entire interaction was unprofessional and discomforting and made me question doing future business with this company.

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