Consumer complaint received 2025-01-14 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: NY

Complaint narrative:
[ Hi CFPB Investigator -- > In the event this doesn't format properly, I uploaded a document called " FormattedComplaint.PDF '' for you to make this easier to read! ] On XX/XX/XXXX, I purchased an XXXX XXXX XXXXXXXX from Best Buy for {$430.00} ( Order : XXXX ). As part of the transaction, I initiated a trade-in for my XXXX XXXX XXXX, expecting to receive a {$330.00} credit applied to my Best Buy credit card. Following Best Buys instructions, I shipped the XXXX XXXX XXXX using the XXXX label they provided, trusting that they would handle the trade-in according to their advertised policy. 

Despite fulfilling all of Best Buys requirements, the company has failed to provide the promised {$330.00} credit, mishandled my return, obstructed the claim resolution process with XXXX, and provided inconsistent and contradictory responses about the status of my refund. Over the course of three months, I have made over 50 calls, chats, and emails attempting to resolve this issue, yet I remain without a resolution. This has left me financially harmed, emotionally frustrated, and with no recourse. 

1 ) Background On XX/XX/XXXX, I purchased an XXXX XXXX XXXX for {$430.00} and agreed to trade in my XXXXXXXX XXXX XXXX for a {$330.00} credit to be applied to my Best Buy credit card. Best Buy provided a prepaid XXXX label for me to ship the XXXX XXXX XXXX to their XXXX, XXXX XXXX. 

I shipped the device on XX/XX/XXXX, following all instructions. According to XXXX tracking ( Tracking # : XXXX ), the package was delivered to the XXXX XXXX  on XX/XX/XXXX. The recorded weight of the package was XXXX pound, consistent with the XXXX XXXX XXXX and its packaging ( XXXX pounds packaging + XXXX pounds for the XXXX  ). This evidence demonstrates that I fulfilled my obligations and sent the correct item. 

However, on XX/XX/XXXX, Best Buy marked the trade-in as received but falsely claimed that the package was empty. I immediately contacted them via email, sending over five messages starting on XX/XX/XXXX, to the directed email address ( XXXX ). I requested evidence to substantiate their claim, but Best Buy failed to respond to any of my emails. 

2 ) Obstruction of the XXXX Claim Process After Best Buy claimed the package was empty, I repeatedly asked them to open a claim with XXXX, as they were the shipper and responsible for initiating the inspection process. Best Buy refused, insisting that I open the claim myself, even though I could not manage or control the process as the recipient. 

On XX/XX/XXXX, I contacted XXXX directly and was allowed to open the claim. During this call, XXXX confirmed that Best Buy, as the shipper, is solely responsible for initiating all future steps in the claim process. This includes arranging for an inspection and completing the required forms to process the claim. XXXX informed me that without Best Buys cooperation, the claim could not proceed. 

On XX/XX/XXXX, XXXX further confirmed that the claim had been approved but reiterated that all updates and payment would be sent directly to Best Buy. Despite this, Best Buy has refused to cooperate, obstructing the process and leaving me unable to recover the {$330.00} credit or my XXXX XXXX XXXX. 

Their refusal to cooperate violates Best Buys obligations as the shipper and their trade-in policy. They also destroyed the key evidence ( the package ) by not permitting inspection. 

3 ) Contradictory Refund Promises In addition to mishandling the trade-in and obstructing the XXXX claim process, Best Buy has provided false and contradictory statements about the status of my refund. 

On XX/XX/XXXX, a Best Buy representative assured me that the {$330.00} refund had been processed and instructed me to wait for it to appear on my account. The following day, XX/XX/XXXX, another representative claimed the refund was approved and would post any day now. 

Despite these promises, I have not received any refund as of today. On XX/XX/XXXX, I chatted with another representative who again claimed the refund was initiated and would appear shortly. This circular, inconsistent response has persisted for three months, leaving me in limbo and without the refund I am owed. 

4 ) Corporate Refusal to Investigate In late XXXX, I escalated the matter to Best Buys corporate office. I spoke with XXXX, who explicitly refused to assist. Without conducting an investigation, XXXX dismissed my concerns, stating, There is nothing we will do for you, and claimed that the package had been discarded. 

This response is particularly egregious, as it directly violates Best Buys trade-in policy, which states that items deemed to have no value will be returned to the customer. I emailed Best Buy within the required three days of their determination, yet they still discarded my device without explanation. 

XXXX ) Systemic Failures at the XXXX XXXX  On XX/XX/XXXX, I contacted XXXX, a representative at the XXXX, XXXX  XXXX. Silver informed me that management at the warehouse does not take or return calls but assured me he would try to escalate my concerns. Despite his efforts, no progress or follow-up occurred. 

Additionally, during my research into the XXXX XXXX, I found multiple XXXX reviews from customers alleging theft and mismanagement at this facility. These systemic issues may explain the mishandling of my XXXX XXXX XXXX. 

XXXX ) Best Buys Failures in This Complaint - Best Buy violated their trade-in policy by discarding my XXXX XXXX  XXXX without authorization or an attempt to return it to me. 
- Best Buy obstructed the XXXX claim process by refusing to cooperate, despite XXXX confirming that their inaction is the sole reason the claim can not proceed. 
- Best Buy provided false and contradictory statements about my refund, delaying resolution and eroding trust. 
= Systemic communication failures, including warehouse management refusing to address concerns and corporate representatives dismissing valid complaints, have compounded the harm caused. 

7 ) Harm Caused - Financial Loss : {$330.00} remains improperly charged to my Best Buy credit card. I have also lost the value of my XXXX XXXX XXXX, which should have been returned under Best Buys policy. 
- Emotional and Time Costs : Over three months of calls, emails, and chats have resulted in wasted time, immense frustration, and stress.

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