Consumer complaint received 2025-02-13 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: IN

Complaint narrative:
Made a purchase with Best Buy on Best Buy 's Citibank credit card on XX/XX/year>. XXXX that item on XX/XX/year>. That refund was shorted by Best Buy {$49.00}, which was left as a balance due on the credit card. I reached out to Best Buy several times about this amount still owed to me. They promised a refund was coming, but never did. 

I spoke with Citibank by phone on XX/XX/year>. Told them I was expecting a refund from Best Buy but I knew the payment due date was coming up and what was their recommendation? They said they saw no incoming refund and that if I missed payment it was ok, would not be immediately reported to credit bureau and I could get a courtesy late fee refund. On XX/XX/year>, after still no resolution with Best Buy, I called to file a dispute with Citibank. Was told by the representative I would not have to make a payment. Indeed, on XX/XX/year> I received a letter from Citibank confirming the dispute which also stated I did not have to pay the amount. 

On my XXXX statement I was charged a late fee for not making a payment. I called and had them reimburse the late fee, and the representative again confirmed that I did not need to pay the {$49.00} that was in dispute. However, in following weeks I would continue to get automatic calls and emails asking me to make a payment on the card. Out of concern of being delinquent and the possibility of it affecting my XXXX XXXX, I called to ask if I need to make a payment, but I was assured by representatives that because the amount was in dispute I was not required to make any payment. 

On XX/XX/year> I received a letter from Citibank letting me know because of my delinquency my credit limit on my card was reduced. I called several times over the next few weeks and spoke to many people. No one now seemed to agree that I did not have to pay the {$49.00}. Now they all agreed that I was supposed to have made a payment, and because I didn't make a payment, the delinquency and subsequent reporting to the credit bureaus was justified. They did say that if the dispute was found in my favor, any negative reports to the credit bureaus would be corrected. 

On XX/XX/year> I received a letter from Citibank detailing that the dispute was resolved and my account was credited. However, by that time I had already received another late fee. Rather than asking for another late fee be waived ( which I doubted I would be granted, since my account was apparently considered to be in bad standing at that point ), I even took it upon myself to pay the extra {$29.00} late fee, even though I feel it wasn't warranted, just to be done with the whole ordeal. The delinquency to the credit bureaus was corrected, but not my credit limit, which also affects my XXXX XXXX.

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