Love bestbuy, hate their credit card with Citibank

Question

On March 25, 2014 around 4:00 PM I went to a Best Buy store in Virginia to purchase a new LG washer and dryer. The employee who helped me compare washers was very knowledgeable and helped me make a great purchase. I decided I wanted to use Best Buy’s financing to get the 18 months interest free. I was immediately approved for $6,000 and he processed my payment. He got a pop up on the screen saying that he needed to call Citibank and that’s when it all went downhill and turned my great shopping experience into a less then desirable experience.
The lady at Citibank needed to verify that I was in fact Me, once he handed me the phone she asked me my name and social and put me on hold for four minutes to pull her information. Once she came back to the phone she explained that she had to ask me some questions to identify me. Her first and ONLY question that I was asked was “Your birthday is in September please answer which one applies: Your astrology sign is A.) Virgo B.) Gemini C.) Cancer” I was extremely surprised to be asked such an asinine question and quickly responded with “I do not follow astrology at all I do not have any idea what my sign is” At this point the Best Buy employee could tell I was extremely upset and took the phone from me. He told her we would talk to someone else to fix this and hung up. She then Locked my account and marked it as fraud.
the Best Buy employee tried to call around to get a supervisor at Citibank and no one was willing to get a higher up. He decided to process the payment again and this time is miraculously worked. I got my receipt and thanked Him assuring him I have no issues with him and his service, he did a stupendous job.
Once, I left I received the fifth call on my cell from number {edited per forum guidelines}, I answered and it was the lady from Citibank. I explained my frustration about being asked my sign and how I didn’t know anything about that stuff, she explained how it is computer generated, I countered with that is fine I understand your doing your job but what happened to asking about where I lived 5 years ago, or what credit cards I have, or any other information off my credit report that actual deal with me and my life. ANYONE who has any insight into astrology could have answered with virgo and been identified as me. I told her that it actually went through at Best Buy and we are done talking.
When I got home to tell my parents about what happened my dad told me that Citibank lady call my home phone (Which I NEVER gave her) and asked for me. My dad told her that I no longer live at that residence and she replied with “I am with Citibank and I am calling about her recent purchase and credit card with Best Buy.” This is where my anger escalates. I work in the banking industry I know all about Bank Privacy Laws and I can’t tell you how many were broken with that one sentence. She was told that I do not live there- She had NO idea who she was speaking with- She had no right to tell a stranger where I was - She had no right to tell him I was applying for a credit card.
Sadly I was able to move past the stupid astrology question and locking my account however I am not able to get past breaking the simplest banking privacy laws. I love Best Buy and my husband and I spend a lot of money there but we will NEVER again use Best Buy credit card through Citibank. I would urge you to look into who you do business with and what customer information is being put out there illegally through your affiliate citibank.

Answer 1

Hello Lindseyled,
Welcome to the forum! I’m glad to hear your experience with our associate while purchasing your LG washer and dryer was splendid. Although I wish you could say the same for your interaction with the Citibank associate. I can honestly say I’ve never been asked my astrological sign to verify my identity, and it seems quite peculiar that you would have been asked to verify yours.
It’s extremely concerning if Citibank provided any private information to your father. Although we are completely separate entities, as Citibank is the company that manages our credit cards, I greatly appreciate you sharing your experience and feedback surrounding your credit card application and your purchase.
If you haven’t already, I would highly suggest reaching out to Citibank in regards to this issue personally. I of course will be making sure the experience you have transcribed is thoroughly noted on our end and forwarded on for review by the appropriate personnel. It’s discouraging to hear that you will be withholding from using your new Best Buy credit card due to this experience, and I am truly sorry for any displeasure this experience may have caused you. If you should need any further assistance, please feel welcome to reach out to me!
Respectfully, 
Tasha|Social Media Specialist | Best Buy® Corporate
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