Consumer complaint received 2024-07-22 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: WI

Complaint narrative:
XX/XX/XXXX - Order placed by me for 4 appliances ; XXXX refrigerator, dishwasher, microwave and a XXXX XXXX for a price of {$4000.00}. Shown in email sent by Best Buy dated XX/XX/XXXX, Evidence A, which was printed on XX/XX/XXXX and also on account statement due on XX/XX/XXXX, XXXX XXXX 

XX/XX/XXXX - The XXXX Refrigerator was delivered and installed by Best Buy XXXX XXXX, XXXX XXXX page 1 titled DELIVERY ONE. Though the delivery driver tried, there was trouble connecting the ice maker hose and I told them I was ok if they left that uninstalled and I would take care of that on another day. 

XX/XX/XXXX - A delivery was scheduled with Best Buys 3rd party delivery team to deliver a partial order : XXXX XXXX, XXXX Dishwasher and XXXX XXXX. Delivery team pulled said items off their truck and the XXXX XXXX was damaged. Damage was pointed out by the delivery driver, and it was advised by the delivery team to refuse the delivery of the damaged item and reschedule delivery for the oven at a later time when one in good condition would be available. This is supported in the evidence marked C, the Best Buy receipt. Page 4 the stove is stated as being delivered on XX/XX/XXXX NOT on XX/XX/XXXX. The actual delivery of the stove is XX/XX/XXXX, which I will address later. 

Delivery team proceeds to unload and install the XXXX XXXX, XXXX XXXX page 2 marked DELIVERY TWO. The XXXX Dishwasher was delivered on XX/XX/XXXX, XXXX XXXX page 2 titled DELIVERY TWO, but was not installed due to the inability of the delivery team to connect the hose. They advised against kinking the hose to make it work. I agreed and told them I was fine with that and would take care of the dishwasher installation on our end. As evidenced by the picture of the uninstalled dishwasher that BEST BUY provided in your recent correspondence XXXX XXXX. 

At our home the delivery team called their home office so that I could speak with them to schedule a new date for the delivery of a stove in good condition. The woman on the phone told us to call back the next day to schedule this. 

At no time on XX/XX/XXXX did we receive the XXXX XXXX  that we ordered on XX/XX/XXXX, as evidenced by Best Buys own receipt, XXXX XXXX 

XX/XX/XXXX through XX/XX/XXXX Numerous texts and phone calls occur to reschedule the delivery of the XXXX XXXX ordered on XX/XX/XXXX. ( I would find out later from XXXX XXXX at our local XXXX XXXX Best Buy that Best Buy had been experiencing a number of issues with two different delivery/service scheduling programs they had : XXXX XXXX ) Still no oven received during this time. 

XX/XX/XXXX - Erroneous and currently disputed charge of {$480.00} is posted to my Best Buy Account. XXXX XXXX Account Statement due date XX/XX/XXXX. 

XX/XX/XXXX I called Best Buy Card Services to report an erroneous charge and was advised to report it as fraud thus causing Best Buy to cancel the account ending in # XXXX  and reissue a new card with account ending in # XXXX. 

XX/XX/XXXX Erroneous charge of {$480.00} is credited to my Best Buy Account, XXXX  XXXX The amount was then moved to change the original total of the order place on XX/XX/XXXX, XXXX XXXX Which contradicts the original and only agreed upon order total of {$4000.00} XXXX XXXX 

XX/XX/XXXX XXXX XXXX XXXX delivers the XXXX XXXX XXXX on XX/XX/XXXX shown via emails between myself and the local store manager XXXX XXXX : XXXX XXXX. 

XX/XX/XXXX - XX/XX/XXXX Ongoing phone calls and conversations regarding disputed amount of {$480.00}. Conversations on XX/XX/XXXX with the credit card services ( XXXX XXXX, purchasing department ( XXXX ), Services Department ( XXXX  ), and Credit card services ( XXXX XXXX confirm that : No one at Best Buy can explain the erroneous post of {$480.00} on XX/XX/XXXX No one at Best Buy can explain what item number or product that {$480.00} can be attributed to. 

No one at Best Buy can see the post as current on the account in the amount of {$480.00} No one at Best Buy can explain why my original order placed on XX/XX/XXXX totaling {$4000.00} was adjusted on XX/XX/XXXX to reflect a total of {$4500.00}. 

However, it was suggested that maybe Best Buy did not receive the stove back from the 3rd party delivery team contracted out by Best Buy. It was recommended to call a Best Buy Shopping Team the next day and request to speak with a manager and explain to them the situation. 

During this time span I also made 3 separate fax attempts to Citi on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX attempting to prove the amount of the original purchase as well as the fact that no specific information was being given as to where the erroneous charge came from ( XXXX  XXXX ). 

XX/XX/XXXX - Called the Best Buy shopping team at XXXX spoke with XXXX and asked for a manager. XXXX XXXX give me a manager and transferred me to the billing and renewal department. The woman there said I was in the wrong department, wouldnt pass me to a manager and transferred me to the order department. There XXXX also refused me a chance to speak with a manager, put me on hold and unknowingly transferred me to the XXXX XXXX and XXXX XXXX department. XXXX was considerate until I asked to speak with a manager. Then she said we were in the wrong department and transferred me. When XXXX answered the phone I found I was transferred to the billing department. There XXXX put me in touch with a manager in the Best Buy XXXX department, XXXX. 

XXXX listened to my concerns and since she could not access our order numbers she contacted Best Buy corporate. 

She asked Best Buy corporate to access my order number. The agent claims the order showed a total price of {$4300.00}. Which is the XX/XX/XXXX erroneous post to my account in the amount of {$480.00} minus an unexplained credit of {$150.00} posted on XX/XX/XXXXXXXX XXXX XXXX 

XXXX explained she would open a new claim to dispute the amount {$330.00} which is the erroneous charge of {$480.00} minus the unexplained credit of {$150.00}. She requested I fax a letter and copy of the email we received detailing the order placed on XX/XX/XXXX. Items were faxed on XX/XX/XXXXXXXX XXXX XXXX 

On 3 occasions throughout this ordeal, Citi sent packets of very hard or impossible to read information back after investigating. The last packet I received was investigated XX/XX/XXXX and mailed to me XX/XX/XXXX. 

Their only legible statement attempting to explain the situation was the following : Best Buy will not accept a chargeback. cancelled installation service, is hearsay. XXXX has no record of cancel related to this order for {$480.00}. Please provide proof to support this claim. All installation was completed. All merchandise was shipped on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and delivered same day. Proof of delivery provided. Best Buy has no record of return or attempted return of any merchandise associated with this order. Return/Exchange policy provided. No credit due. 

As of XX/XX/XXXX, there is no resolution. The new dispute opened by XXXX has never shown in my Citi Best Buy account. There has been no credit given for the remaining mischarge, despite XXXX ability to get the Best Buy employee to admit they have no idea why we were charged {$480.00} on XX/XX/XXXX, XXXX what the charge was specifically for.

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 non-monetary relief