Best Buy & Geek Squad Policies

[TekMate24]

Ok, I know everybody is on here complaining, so I'll make this short.  I had such a horrific experience tonight with the HSBC company that handles Best Buy's credit card system that I have to write a column on it for my paper.  I was wondering if anybody else has had the same experience.

I was reviewing a concert the other night in San Diego and my wallet was stolen.  I had to call and cancel all my credit cards, my Best Buy card included. 

Well I went to make my payment today, and it wouldn't let me into my online account.  It said my account had been "re-evaluated" and to call customer service.  I called customer service (in India of course) and they gave me a different number to call (this one was in the United States).  I called and waited, and waited, and waited.....almost two hours I was on the phone, just waiting.  Finally, a cranky African American lady came on the phone.  She said they she couldn't give me access to my account.  I had to wait for my new card to come.  And that I had a payment due on Wednesday, and that my card wouldn't be here before then.  So basically I had two choices:  make a payment over the phone (for a $15 fee) or pay a late fee in the future.

I tried to tell her that I didn't think it was right to charge me to make a payment, but she didn't want to talk or argue.  She was very short with me, refused to waive the fee, and gave me no choice but to pay it or be late.  Has that ever happened to you?  If so, let me know.

I'm a fan of Best Buy, used to work there for a couple years, love the company and the culture, but dealing with these HSBC criminals was ridiculous.  Best Buy should really double check the practices this company is using on their customers, or else we might find ourselves reaching for a different store's card in the future.  

[Nokia]

Don't feel bad for complaining about HSBC. They deserve it.

[Elizabeth-BBY Community Supervisor]

Hi TekMate24,

I've asked Sarah, one of our Community Connectors, to review and respond to your concerns.  You should hear from her within the next few business days.

Thanks for posting,

[Sarah-BBY Retired: Community Connector · Accepted solution]

Hi TekMate24,

 

I am sorry to hear that not only was your wallet was stolen, but that you then had trouble when contacting HSBC (the 3^rd party bank that administers our credit cards) for assistance with the matter.  Please be assured that providing our customers with the highest level of customer service is very important to us and we expect the same from those companies in which we have special working relationships.  Therefore, I have forwarded your comments to the appropriate personnel to be reviewed for future quality purposes.

Additionally, I am aware that HSBC’s online payment system recently went through an outage and I believe this may be why you had trouble making your payment.  I would be happy to check into this further on your behalf to see if any accommodations can be made due to the circumstances. 

 

If you are interested in my assistance, please refer to the private message I have sent you explaining exactly what I will need from you to get started.  To view your private message, first make sure you are logged into the forum with your username and password, and then click on the envelope in the upper right-hand corner of the page.  I hope to hear from you!

 

Thank you and have a great day!
Sarah

Community Connector

Best Buy® Corporate