Consumer complaint received 2026-01-02 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 XX/XX/XXXX I purchased a refrigerator from Best Buy outlet in XXXX XXXX. I made a down payment put it on my Best Buy Credit card. And put {$100.00} a month on auto pay so that it would be paid off before the XXXX month XXXX percent interest promotion ended. 

When the delivery guys were taking it off the truck it was damaged. Because they didn't have another one in stock they left it at my house while they found XXXX. 

It took almost a month. They delivered the replacement and took that one back. I was told that they had refunded my money and that in addition the new refrigerator was less expensive. 

My daddy was ill and we were struggling with my husband 's health so I was foolishly content knowing that {$100.00} a month was being removed from my account. 

Some time around XXXX of XXXX we called to get the payoff amount. I had been told that the replacement refrigerator was less than the XXXX one by enough that I had expected it to be paid off by that time. Instead I was told that I owed over {$2000.00}, I want to say {$2400.00} which is about what we were supposed to pay for the XXXX refrigerator. The second one was less than {$2000.00}.. 

I immediately asked for help because something was wrong. My assumption is that they never actually refunded our account for the refrigerator that they picked up when they delivered the replacement. 

I thought it would be an easy fix. But better I am being sued and to spite countless hours on the phone, dozens of requests. And a trip to the store where we made the purchase all I have been able to get a copy of is the receipt for the XXXX refrigerator and the claim that I only paid {$100.00} towards it. 

Nothing to tell me where my money went. And no real way to dispute a charge that the credit card co ( Citibank ) that Best Buy uses refuses to divulge. But apparently applied the money that I paid towards the bill they keep sending me towards something else. 

I feel that i have the right to know where my money went! 

I am sure that I have spent in excess of XXXX hours on this. I was hung up on multiple times. I was harassed with phone calls, after asking repeatedly for them to just send me copies of any receipts from XXXX forward so that I would know what they are charging me for. Rather someone else used my card? Or I somehow don't recall using it. Although I think I would know if I had a {$2000.00} plus item in my home that was that new. 

I requested the info from the attorney and once again I get the exact same receipt information with a condescending explanation about how they applied interest that was equal to my loan amount when I stopped XXXX payments. As if I didn't understand that. I was not asking how {$2000.00} became {$4000.00} I was asking again where the {$2000.00} that I paid them went! 

And once again that information has not been provided. As far as I can tell they haven't even attempted to find out where my payments went. A few times like at the store, I was told that charges were transferred from another card so they couldn't access them .. To my knowledge I only ever had XXXX card in recent times. Which I also explained. Maybe they transferred some other person with the same name 's balance to my account? I don't know, because no one can tell me what other charges there were. When? What location? Or where my money actually went! 

How can a credit card co not divulge where they applied your payments? To spite repeated requests for YEARS! 

At XXXX point I was speaking with yet another faceless voice on the phone trying to resolve this. She seemed really nice and sympathetic. After a really long time of searching she suddenly said " I've got it! '' In an excited tone. And I thought finally. Asking what she found. The line disconnected and she didn't call back. 

But the constant calls that i had begged them to stop finally stopped. So I stupidly assumed that she had found the issue and fixed it. 

Of course not... But I was dealing with so much overwhelming stuff in my life that I didn't have the energy nor time to keep trying. Calling and begging for what should have been a simple piece of information! 

It is unconscionable that in these years I have not been able to get this simple answer. Where did my money go? Did they infact not refund me for the refrigerator that their delivery truck took back? 

Why can't either of these multimillion dollar companies answer these questions? Even the attorneys have refused to provide this information. Instead asking if I am willing to negotiate a settlement. I have told them the same thing since I called to do the payoff, Show me where these charges are from and where my money went and if I actually owe money I would have paid it off before the deadline. It should not have taken more than a few hours to get this information. And certainly an attorney who is handling a lawsuit should be able to do it. So why haven't they?

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