Consumer complaint received 2026-07-20 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: DC

Complaint narrative:
I am filing this complaint about Citibanks handling of my dispute concerning a {$52.00} XXXX XXXX purchase from Best Buy made on XX/XX/2026 using my Best Buy credit card issued by Citibank. Best Buy emailed me a code, but the code is invalid and has never provided access to the XXXX software I purchased. The dispute is not about whether an email containing a code was sent. The issue is that the code supplied was invalid, so the purchased product was never delivered in usable form. I first notified Best Buy on XX/XX/2026, under XXXX XXXX. XXXX. Best Buy said the matter would be escalated. Later that day, Best Buy XXXX XXXX claimed that its investigation showed the code worked, under XXXX XXXX. XXXX. I attempted to redeem it again, but it remained invalid. I contacted XXXX directly. XXXX confirmed that the code is invalid, will never work, and can not be redeemed. XXXX directed me to contact the reseller for a replacement code or refund. I then contacted Best Buy again under XXXX XXXX. XXXX. Best Buy claimed that the code did not work because the software would not be released until XX/XX/2026, and said it would work after that date. I tried the code again on or after XX/XX/XXXX, but it remained invalid. I made numerous additional calls and escalation requests. Best Buy eventually stated that it was only a third-party reseller and could not issue a replacement or refund. During XXXX calls, I was disconnected while seeking supervisory assistance. Best Buy subsequently opened additional cases, and I continued contacting the company after XX/XX/XXXX because the problem remained unresolved. After Best Buy refused to provide a functioning code or refund, I disputed the {$52.00} charge with Citibank and submitted extensive supporting evidence. This included the Best Buy case and reference numbers, XXXX confirmation that the code was invalid, communications showing that the dispute continued after XX/XX/XXXX, and XXXX Buys repeated irrelevant responses. Citibank has not acted in any substantive or meaningful way to investigate or resolve my dispute. A Citi representative acknowledged that Citi simply forwarded my information to Best Buy and that Best Buy denied the claim. Citi has not demonstrated that it independently evaluated the evidence, addressed the invalid code, or required Best Buy to substantiate its claim that a functioning product was delivered. XXXX first response stated that the product was delivered to me. When I objected, Citi told me that I could reopen the case by submitting a written request explaining why I disagreed. I followed Citis instructions and submitted a detailed letter requesting that the case be reopened, along with the relevant evidence. Fewer than six hours after I submitted that reopening request, Citibank issued its second response. The response was identical to the first and again stated that the product had been delivered. The speed and unchanged nature of that response raise serious concerns about whether Citi actually reopened the dispute, reviewed my letter and supporting evidence, or performed any meaningful reinvestigation. Neither of Citibanks responses addresses the actual issue. Receiving an email containing an invalid code is not the same as receiving the digital product purchased. The product was access to XXXX software through a functioning code, and that access was never provided. Citibank apparently accepted Best Buys assertion that the matter was resolved on XX/XX/XXXX because Best Buy sent redemption instructions. That assertion is contradicted by the record. Best Buy continued opening cases and receiving communications from me after XX/XX/XXXX. Generic instructions explaining how to redeem a code can not make an invalid code valid. Best Buy also stated that the code could be used only in the United States, but I was located in the United States and already knew how to redeem XXXX codes. Best Buys policy that digital products are nonreturnable does not address this situation. I am not attempting to return software that I successfully accessed or used. The invalid code never delivered the purchased software. Best Buy accepted payment but has provided neither a functioning replacement code nor a refund. Citibanks two responses merely repeat Best Buys position that the product was delivered. They do not explain how an invalid and unusable code constitutes delivery, address XXXX verification, reconcile Best Buys claimed XX/XX/XXXX resolution with the cases and communications that continued afterward, or identify any evidence showing that the code was valid. Citi gave me a procedure for seeking reconsideration, but when I followed that procedure, it returned the same response in fewer than six hours without substantively addressing anything in my reopening request. Simply forwarding my complaint to the merchant and accepting the merchants denial is not a meaningful review of the dispute or the supporting evidence. In an attempt to resolve this issue, I asked Best Buy to either process a refund, or at the very least, issue {$50.00} of Best Buy rewards points ( virtually at no cost to Best Buy ) so that I can buy something else. Neither of these options were offered.

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