Consumer complaint received 2024-07-15 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIBANK, N.A.
State: RI

Complaint narrative:
On XX/XX/year>, I was shocked to receive a monthly statement on my Best Buy Credit Card showing {$4100.00} in charges at Best Buy. I had not purchased anything at Best Buy or using a Best Buy Credit card, and so immediately called the appropriate number to report the fraudulent transaction. 

During my call on XX/XX/year>, the agent assured me that " everything would be taken care of '' and that no further information was necessary, and that I would not be held liable for the charges. The agent did not ask me many questions about the fraud and gave the clear impression that everything had been resolved. Relieved, I told my wife that everything was taken care of and that Best Buy had resolved the problem. 

Then, a week later, I received a letter from Best Buy dated XX/XX/year>, confirming notification and that they were were giving the matter " immediate attention. '' I assumed this was a form letter and that all was settled. 

On XX/XX/year>, I was further shocked to read that " [ w ] ith the information we had, it wasn't enough to support your claim and resolve the dispute in your favor... [ a ] s a result, we've re-billed your account and consider our investigation complete. '' The letter was deeply upsetting and injurious for three reasons : 1 ) The agent on the phone had assured me that the matter was resolved, and now, Best Buy was informing me otherwise, despite the fraudulent representation by an authorized representative. 2 ) As far as I'm concerned, Best Buy did not conduct any good-faith " investigation. '' No one from Best Buy ever asked me any questions about the dispute ( as it seemed unnecessary ). 3 ) The agent on the phone, as far as I can recall, had refused to provide me any information with what was supposedly purchased and where it was purchased so that I might offer meaningful evidence to prove that the charges were fraudulent. 

Furious, I politely called Best Buy 's Security Operations to provide new evidence on XX/XX/year>, at XXXX am XXXX. During the call, I expressed my frustration to the phone agent, and complained that no meaningful investigation had even been conducted because I had been assured by an authorized representative of Best Buy that no further information was necessary. This agent then asked certain questions and for new information. I explained that : XXXX ) upon receiving the charges, I discovered that I could not locate my Best Buy card and that it had been lost ; and XXXX ) That there had been similar IT related fraud for purchases of XXXX XXXX products at a local XXXX store for similar thousands of dollars and that this fraud investigation had been resolved in my favor I also explained that I did not make any purchase from Best Buy. The agent assured me that, " now, everything will be taken care of. '' They refused to tell me what had been purchased or where, but assured me that this new information would be sufficient to settle the problem. Again, an authorized representative of Best Buy assured me the charges would be removed. 

However, On XX/XX/year>, I received a letter in the mail from Best Buy dated XX/XX/year>. It stated : " Previously, we notified you that we consider the investigation regarding your dispute closed. We understand you may disagree with our decision ; however, we have conducted a thorough investigation of your dispute and stand by our decision... we can't respond to additional correspondence or telephone calls relating to this matter. '' This letter was infuriating and outrageous, for several reasons : 1 ) The letter made no reference to the additional information ( about a lost card and other related fraud ) that I submitted ; and 2 ) It referenced a serious investigation but no one from Best Buy even contacted me to discuss the matter ; and 3 ) Best Buy has actively refused to inform me about the product ( s ) purchased and location of purchase, such that I can not even provide evidence in dispute ; and 4 ) Two ( 2 ) authorized representatives of Best Buy have assured me the I would not be liable for the fraud, only to have subsequent letters say otherwise ; and 5 ) This letter instructed me, a consumer, that I was not permitted to have " correspondence '' with Best Buy regarding the matter. How, pray tell, is one to prove their case, if correspondence is not welcome ; and 6 ) I did not make these purchases, can not afford these charges, and am simply a member of the clergy, now spending time that could be spent serving the community strategizing how to avoid crippling fraudulent debt.

Unsure of further recourse, I turn to you in order to assist me in avoiding these fraudulent charges which I promptly reported, can not afford, and did not incur, against the abusive and deceitful practices of Best Buy. Because the card has been lost, I don't have access to the full card number requested later in this complaint. However, it is for the account ending in XXXX. Thank you in advance.

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