Consumer complaint received 2025-08-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
b'Escalation Regarding Best Buy Credit Card Account  Annual Fee Waiver and XXXX XXXXXXXXXXXXDear CFPB,\n\nI am submitting this complaint regarding my experience with the Best Buy Credit Card, issued by Citi. Over the course of XXXX and XXXX  I have encountered repeated service failures, unhelpful automated systems, and outright refusal by a supervisor to properly escalate my concerns. Despite my persistent efforts, I have received no meaningful resolution, and the companys behavior has caused significant frustration and wasted time.\n\n1. Hours spent trapped in automated systems\nOn XXXX and XXXX  I spent several hours attempting to reach a live representative, making 19 separate phone calls to the Best Buy Credit Card system. The automated system repeatedly:\n\t\tMisunderstood my voice responses\n\t\tHung up unexpectedly\n\t\tRouted me incorrectly multiple times\n\t\tRefused to connect me to a live representative despite repeated requests\n\nDespite 19 attempts over these two consecutive days, I could not reach anyone capable of resolving my issue. These repeated failures consumed hours of my time and caused extreme XXXX2. Secure message submission and automated response\nAfter struggling with the automated systems, I submitted a detailed inquiry through the Best Buy Credit Card secure online messaging system, explaining my situation and requesting escalation to Executive Resolution. I asked for:\n\t\tWaiver of the annual fee for this year\n\t\tA XXXX XXXX for the poor service and wasted time\n\t\tA full breakdown of my rewards points with instructions on how to redeem them\n\nInstead of a human response, I received the following automated reply:\n\nWe appreciate the opportunity to assist you and hope the following addresses your inquiry. We appreciate your utilization of the Account Online messaging system to bring to our attention your concerns. However, we are unable to sufficiently respond to this inquiry through the online messaging format. We ask that you contact our Fraud XXXX XXXX  Team at VoiceXXXX XXXX Hearing and Speech Impaired use TTY: dial XXXX  where available. We trust that our response has addressed your inquiry. If not, please reply to this message or contact one of our Customer Service representatives. Their number can be located by selecting the HELP & CONTACT option at the top right of any Account Online screen.\n\nThis response completely ignored my request, provided no resolution, and forced me back into the automated phone system that had already trapped me in loops.\n\n3. Interaction with Supervisor XXXXAfter 19 unsuccessful calls across XXXX and XXXX, I finally reached a live agent and requested escalation to Executive Resolution, the department responsible for handling requests beyond front-line authority. Supervisor XXXX  refused to escalate my request. She told me that I would have to hang up and redial, and that the only way to receive a fee waiver was to cancel my account. I explicitly stated that I did not want to close my account, yet no action was taken to escalate the matter or provide a resolution.\n\nAt this point, I had:\n\t\tSpent hours in automated loops over two consecutive days\n\t\tMade 19 phone calls without resolution\n\t\tReceived only automated responses from secure messaging\n\t\tReached a supervisor who refused to escalate my issue\n\n4. Requests and Expectations\nGiven these circumstances, I am requesting that Citi / Best Buy Credit Card:\n\t1.\tWaive my annual fee for this year without requiring account closure\n\t2.\tApply a XXXX XXXX for the time, XXXX, and frustration caused by their automated systems and lack of proper escalation\n\t3.\tProvide a full breakdown of my rewards points, including instructions on how to redeem them\n\nI am a loyal cardholder and expect to be treated fairly and professionally. I am submitting this complaint to CFPB because I have exhausted all reasonable attempts to resolve this directly with Citi/Best Buy.\n\nPlease consider this submission as a request for Executive Resolution intervention. I have documented my calls, the automated system failures, the secure message submissions, and the refusal by Supervisor XXXX  to escalate my case. I request that CFPB assist in ensuring that my complaint is reviewed by someone with the authority to provide the fee waiver and XXXX XXXX I am requesting.\n\nSincerely,XXXX XXXX XXXX XXXX XXXX XXXX New York\nLast Four Digits Of SS: XXXXXXXX

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