CitiBank Credit Card Nightmare - Please go back to Capital One

Question

I am ready to cancel my best buy credit card.  On December 27, 2013, there was fraud on my account (I believe from the Target breach from black friday sales).  Anyways, there was fraud and my card was canceled.  However, I didn't find this out until 3 days later when my card wouldn't work anywhere between the 27th and 30th.  My card was canceled and I never received a text message, email, phone call, or letter.  NOTHING.  I wouldn't know unless I called to find out what was going on.  I asked if this was normal and they said yes - no communication.
Once I called them, they said they would issue me a new card (this wasn't automatically done).  They could not expedite it.  I did have to confirm everything that was fraudulent on the card.  Fortunately there was only 1 charge that posted and all other attempts were blocked.  Still, that one fraudulent charge has not been removed.  I have called multiple times and told different things about when that charge would be removed.  Now I'm told to wait 6 weeks for it to be removed.  That's six weeks from today, not from when the charge appeared. 
Before the card was canceled, I scheduled an online payment for the due date.  I called them to confirm that the payment would still go through even though a new card was issued and I couldn't access all of my online account.  They told me not to worry, it will post.  The day after my due date I get an email saying my payment couldn't be processed and now I'm past due (with a late fee).  I called and made a new payment over the phone and was told due to their error, the late fee would be waived and I wouldn't see it in a couple days.  5 days later I finally get my new card in the mail, re-register my account online, and low and behold, the fee is there.  I call back and was told that the late fee removal was never processed.  I was told to wait 6 more weeks for the fraudulent charge to be removed (even though the charge took place in california, and I have account activity to prove I was in NY state at the same time, and they agreed).  They now say they will process the late fee reversal, but to wait 2 billing cycles.  As far as I'm concerned, that charge is them stealing from me because I should never have been charged that in the first place. 
This experience with citibank is disgusting.  I have never had this kind of trouble with any credit card.  I have had fraud on my accounts in the past, and every time Capital One has been awesome to work with - they pick up fraud faster and better, they email/text/call you right away, and they have done what they say they will.  Sure, others may have different experiences, but when every single citi agent has let me down and most have lied to me, I'm very angry with them.  This is the last year I have elite membership with best buy.  If this isn't fixed in a week, the account is getting closed.  Are others having nightmares with Citibank?

Answer 1

Hello darkprime,
Finding out that your credit card may have been used by someone other than yourself is a very scary thing. It sounds like Citibank has tried to keep your account safe by immediately cancelling your card, but I can understand your concern at not receiving a notification from them as soon as this occurred. I’m very sorry to read of how difficult it has been to resolve the various issues resulting from having your card cancelled.
As you’re probably aware, while Citibank is a valued partner, they are a completely separate company from Best Buy. Due to this, we do not have direct access to or influence over their accounts or policies. However, we truly appreciate your loyalty as an Elite Plus customer, and I would be happy to reach out to them on your behalf to look into this right away. Using the e-mail you registered on the forum, I was able to locate your information, and as soon as I have more details, I will be sending you a private message. To read your private messages, please make sure you are logged into the forum, and click on the envelope icon in the top right corner.
Thank you for posting here on the forum, and I will be in contact as soon as possible. 
Maria|Social Media Specialist | Best Buy® Corporate
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