Consumer complaint received 2025-11-17 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: TX

Complaint narrative:
On XXXX XXXX at XXXX pm. 
I did a store purchase of a phone at Best Buy on XXXX XXXX XXXX ( XXXX XXXX Exit ), XXXX, TX XXXX purchase was for a XXXX XXXX XXXX XXXX  XXXX XXXX GB.Since the phone was not in stock at the store, the agreement with the store was to have the phone shipped to my home address which is XXXX XXXX XXXX XXXX, XXXX XXXX only agreed to receive the purchase via shipping after confirming that a signature would be required at time of delivery.On XX/XX/XXXX a package was delivered by the front door to my home.The delivery person did not ring the bell or knock the door to request any signatures of the delivery, as agreed with the store.I have external cameras in the home and a door bell camera.I received notification of the delivery on the security/camera system.On picking the parcel from the front door i could feel the box was unsually light.Eventhough it was still sealed.On opening the box i found that the bigger box did not contain the phone but stuffings and the phone casing which had been ripped apart.Immediately took the box to the nearest best buy store which was in XXXX Texas. When I got to the store I explained my situation to the sales representative who also called one of the supervisors. They advised me to call the customer service line as the matter could not be resolved instore. They also confirmed that the same issue was happening with store deliveries where they would get items missing in delivered boxes. I reached out to the customer care number that i was given at this store. During this call, they apologized for the inconvenience and agreed to replace the phone. I opted to have a store delivery this time around to avoid a similar occurrence. The phone was scheduled to be delivered at the XXXX store the next day. On going to the store the next day I was told the order hadn't arrived and that it would arrive the following day. Early the next day I received an email requesting for pictures of the box that I had received empty. I forwarded the pictures via email to the best buy customer service as requested. In a few hours they responded claiming that they had concluded their investigation and they were not going to issue a refund or replacement of the phone. In disbelief I reached out to customer care again and they reopened the claim again. But responded shortly after reiterating that they had closed the claim and were not going to issue a refund or replacement. They further advised that i follow up with local law enforcement. I have since reached out to the XXXX XXXX XXXX XXXX XXXX and reported the matter under Case Number XXXX Opened by XXXX XXXX XXXX # XXXX i walked into the sheriff 's office to open the case even before I said any word to the officers at the security desk, when they saw me carrying the box that was delivered, they asked me if I had ordered for electronics and received an empty box! I asked them how they knew since I hadn't said a word. The officers responded by saying that there had been rampant similar cases that had been reported mostly from best buy and XXXX customers. Attached are receipts of the lost phone and the new phone purchased after failed attempts to resolve the issue. I have also attached the prove of correspondence with Best Buy Customer Service.

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