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Posts: 1
Registered: ‎07-08-2020

Best Buy Credit Card and Citibank's Horrible Customer Service

Back on May 15th, my Best Buy credit card information was compromised and used to order a couple of items on  I only ever use this card on and have not used it since November.  I saw the email confirming the order and it being shipped to California (I live in WI), and tried to cancel the order right away.  I managed to cancel one item, though it still charged me because the theif put through the same order twice, but the other item could not be canceled.  The next day, I both emailed and called about the situation.  I was told the Citibank Fraud department was now in charge of it.  They would look at the situation and give me a verdict within a few weeks.  I recieved a letter stating that they found the charges to be fraudulant.  I then recieved a bill for over 200 dollars.  I called Citibank, and was told to get a hold of the fraud department.  I tell the guy of the charges (which now contained a late fee because I didn't pay for fradulent purchases), and he suggests I pay my minimum balance.  I became agitated, and informed him I would not pay for purchases that I did not make.  He told me the case would be passed along.  I wait another few weeks and get another bill.  The same charges are there, the late fee penalty is there, and nothing has changed.  I called Citibank again, on July 1st.  She said that she marked the same charges as being fraudulent and that my balance would be $0 in 7-10 days.  Today, I got an email stating that I owe the past due amount on my card will be shut down and not usable.  I have not used my card since November.  Apparently whomever I spoke to on July 1st did not take care of the situation, along with every single person I have dealt the since May 15th.  I tried the Citibank online chat because I have had zero luck with any other line of communication.  The girl tells me she cannot help at all, and gave me the same customer service number I have tried at least 10 times without result.  So, I call the number again.  The first rep I get was playing a joke it seemed.  I said I was having a hard time hearing her and she began to change her voice as if she was mocking me.  I gave the phone to a friend to see if he could understand her.  He could not.  She then hung up on me.  At this point I am furious that no one can fix this situation.  I call back and get another rep.  The lady goes over my information, and tells me it's marked as fraud.  Which is correct.  She sais I need to wait another 60 days. I said I cant wait another 60 days.  I have already waited 60 days since this first started.  She "transferred" me which meant she put me on hold until she hung up on me.  This is my last straw.  I have no idea what to do to get this taken care of.  Citibank is of no help.  I am sure my credit is taking a hit because I am not paying late fees or minimum payments on charges for some theif in California.  I am begging that someone who works for Best Buy can help.  I am having a hard time to ever justify buying anything from the company again. I have tried everything I can with Citibank and there has been no help in over 2 months.  

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Registered: ‎10-19-2017

Re: Best Buy Credit Card and Citibank's Horrible Customer Service

Good afternoon, Corbholl16,


Thank you for sharing this with us here on the forum. I know from personal experience how stressful it can be when a stranger uses your credit card fraudulently. Typically, reporting such an incident to your credit card issuer and going through their processes should be a customer’s best option for assistance. While not the answer you’re hoping for, as Citibank, N.A is the issuer of your My Best Buy credit card account, you will need to work with them to resolve this concern.


With this said, I understand that you’re saying you have been told conflicting information depending on who you speak with at Citibank. While I cannot promise a specific outcome, I would like to gather some additional information from you so that I may share your situation with Citibank for follow up. To that end, I will be sending you a private message shortly. To view your messages, log into the forum and select the envelope icon from the upper right-hand corner of the screen.


Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 18,491
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Registered: ‎09-29-2008

Re: Best Buy Credit Card and Citibank's Horrible Customer Service