Consumer complaint received 2025-12-29 00:00:00
Product: Credit card — General-purpose credit card or charge 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: WI

Complaint narrative:
Best Buy Issue Re : Best Buy is charging me twice for the same phone. {$940.00} and {$540.00} Description of the issue On XXXX I purchased a XXXXXXXX XXXX XXXX XXXX XXXX from Best Buy for {$940.00} including taxes, the regular price of the phone is {$1100.00}. I went to the store at XXXX XXXX, where I picked up the phone and traded in my XXXX XXXX for {$400.00}. I even had my picture taken for this transaction. 
On XXXX Best Buy cancelled my order, stating that it was not picked up and refunded me {$940.00}. 
On XXXX Best Buy recharged my credit card {$940.00}. 
On XXXX I went back to the XXXX XXXX store to ask what was going on with my order and inquire about my trade in. A manager and a salesperson ran my credit card again for {$540.00}. That amount included my trade at {$400.00} and the original discounts. I was told that the {$940.00} was going to come off my statement as an adjustment for the transaction. 
On XXXX I went back to Best Buy and ask to speak with a manager. The manager looked at my account and said that he did not have the authority to refund the duplicate charge of {$940.00} and that I need to contact Best Buy customer service. After contacting Best Buy via chat and phone, I was advised to dispute the transaction with my credit card company. 
I contacted the credit card company and was told they were going to investigate, waive the charge until they had a resolution of the case. That never happened. 
On XXXX I received a electronic letter from the credit card company stating that I had already received a refund on XXXX. I called the credit card, and they said I disputed the wrong transaction ( I disputed the charge from XXXX ). I explained the situation to the associated and she updated the dispute case to reflect the charge from XXXX. 
On XXXX I received another denial from the credit company, stating that the same thing that I had already received a refund on XXXX. I called the credit card again and they said that Best Buy response was that I already received a refund and that I needed to talk to Best Buy to get a refund. 
I contacted Best Buy again via chat and after spending some time explaining the situation again, I finally received an acknowledgement that Best Buy had indeed double charged me, but the associate didnt have the authority to process my refund. She gave me Best Buys customer service phone number and a chat number and said that I wouldnt have to repeat the same situation again. Well, I had to explain again. After a while, this associate said that I needed to talk to their financial specialist ( I dont remember what she called it ). The specialist said that the {$940.00} was an adjustment that would come off my credit card. I asked to speak to a manager. After explaining this story again, he said that I was going to receive a credit in my credit card in XXXX to XXXX business, depending on my credit card.

On Best Buys Purchase History there is no mention of any transactions done on XXXX. 

I kept checking my account daily and have not received credit for the charge.

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