Consumer complaint received 2025-04-22 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: GA

Complaint narrative:
I purchased a XXXX XXXX camera model XXXX on XXXX from Best Buy Inc. mobile application. I paid XXXX for the device. This item was a holiday purchase for my daughter who travels in and out of state for XXXX. She informed me after set-up and installation via the manual, the item did not operate properly. Being that she's 2 hours away at XXXX at the time ( XX/XX/XXXX ) I had no way to instantly retrieve the device and take it back to the store for return or troubleshooting right away. I asked her to take it to a local Best Buy store but due to the nature of her busy schedule she wasn't able to complete the task. Secondly by then the return period for the device had passed and the purchase is under my name and Best Buy credit card account. While she visited home for XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ) I was able to get the device and visit the best buy location where the device was picked up from. I was told by a store manager upon review that the device was outside of a return period and because a warranty was not purchased at the time of purchase there's nothing that could be done regarding the defective XXXX XXXX XXXX From what I processed upon troubleshooting the device myself, the ( SD ) storage card that's inserted into the device to capture and record footage will not format thus making the dash cam functionality inoperable. I tried to correct/fix the issues for some time before realizing this device is defective. Once I realized the outcome I decided to contact Best Buy customer support and see what I could do about this purchase. I was told by customer support that I could file a dispute for the purchase so I did. After submitting the dispute with all documentation I waited to hear back from Best Buy. The dispute teams response was sent to my Best Buy online account portal. Best Buy claimed in their dispute decision which was a denial that I had failed to send them documentation for proof of purchase for the dash cam, which made no sense to me at all being that not only was it purchased thru my Best Buy store account credit card I provided that information in the dispute application originally. Lastly Best Buy Inc. did not nor did I receive any messages from them asking for any proof documentation or a receipt of purchase. I was told when contacting support that the dispute could not be reopened because it had been closed. This is not the first defective XXXX electronic device I've purchased from Best Buy Inc. and if you search form on the device I'm currently filing a complaint about its popular for being defective out the box and has had recalls in some consumer stores. The order number for this digita purchase is XXXXXXXX XXXX XXXX XXXX for the product is XXXX and it was purchased with my Best Buy Inc. consumer card ending in XXXX on XXXX XXXX, XXXX. The application thats is suppose to assist with the functionality of the dash cam is glitchy and faulty as well. Overall a poor, defective device across the board.

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