Best Buy & Geek Squad Policies

[lynp]

Am very frustrated with HSBC, the bank that buys the Best Buy credit card receivables and services the cardholders.

In the last year I have moved twice and both times had given HSBC my new address over the phone.

They didn't get it right either time.  The bills came back to them both times, so they flagged my account "do not mail the bills".   No one picked up the phone to call me, despite having the correct phone number.

They did make time to ding my credit report when I went late because I wasn't getting any statements to pay.

On the phone today they acknowledged that:

a)  they did not bother to call me despite having my correct phone number

b) they had my correct address on file but had neglected to remove the "do not mail bills they keep coming back to us" flag on my account

c)  my account had gone late because they hadn't sent me a bill 

BUT they refused to put any of this in writing.  I paid the balance in full over the phone with the HSBC rep, and the woman said they would send a note to the credit bureaus that it was paid.  But now I have demerits on my credit score because I paid a bill late because I didn't get the bills because the bank didn't send them!!!     Now I have to hope that the credit bureaus will believe my letter to them explaining all this.   

The HSBC collections department is asleep at the wheel.   I see over 600 complaints about them in this forum.  Best Buy I hope you are shopping for a new banker.    I will either be paying cash or shopping elsewhere if I need to finance a big ticket item, until you have a new one.

[Mbrguy Emerging Expert]

That is weird because typically banks have "Address Service Requested" which automatically sends them back a slip of paper with your new address that you forwarded your mail to when you moved. Banks then typically update their mail to that new address.

You did leave a forwarding address with your old Post Office, right?

[lynp]

Not only did I give the Post Office my new address, I also called HSBC with the new address.  The statements were still being returned to them for some reason, so they put a flag on my account to stop mailing the statements.  And they didn't bother to call me, despite having my correct phone number.   They just let my account go late and dinged my credit.  

[Jimmienomam]

Wow. Yeah. I don't know where to begin on this one.

I really think this is edging on breaking a law. I know the CC act of 2009 was passed to help protect consumers in cases like this.

Sorry for your inconvenience.

[Mariel-BBY Retired: Community Connector]

Hello lynp -

Sarah, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Sarah-BBY Retired: Community Connector]

Hi lynp,

Thank you for taking the time to share your concerns with us and I apologize for any frustration you have experienced, especially since I can understand how stressful moving can be alone. 

As it appears you are aware, HSBC is a separate company from us whereby they provide credit card services to our customers, and for security as well as privacy reasons, we do not have direct access to or influence over their records, policies or procedures.  However, while I cannot guarantee anything, if you would please send me a private message with your name, phone number and address as they appear in your account, I would be happy to look into this matter further on your behalf to see how we may be able to help.  You can send a private message to me by clicking on the “Private Message” link within my signature below (when signed in).  Then, once I receive your information I will follow up with you again, also by private message, as quickly as possible.

Thanks again and I look forward to your response,

[lynp]

Please let me know you rec'd my message sent to your "private" link on thursday 3/22. thanks!

[ap705]

You can add me to the list.  We tried buying from Best Buy, but couldn't make it through HSBC's security screening where they ask you 5 questions about things that are on your public record.  They try their best to make a question and answer so close to true, that you aren't sure what the right answer is.  Example, "which one of these vehicles did you drive?"  one may be listed as a 1985 Chevy Blazer.  If you forget and think is was a 1984, then you fail and can't get a BB card. 

It was an absolute joke from there as I was told I could write them a letter requesting my account be opened up, along with the correct info.  Which assumes you know what you even said was wrong. 

Tried to get my wife set up with a card after that fiasco, same issue, except she couldn't understand the customer service rep with HSBC, so she answered a question wrong, and was denied as well.

Was also told that this is the new security measure.  Since when is your ssn, dl number, address, dob, etc... not enough to prove who you are?

Made it simple, went to amazon, got a card, recieved $50 off my purchase, and have my things coming in the mail. 

Total time spend:  2.5 hrs trying to get a card with BB, no merchandise.  15 min on amazon, done.

Positive out of this, called local store to vent and make sure BB knows there is a problem with their lender, and the manager there did a great job of handling my complaint.

[APR28]

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ap705 wrote:

You can add me to the list.  We tried buying from Best Buy, but couldn't make it through HSBC's security screening where they ask you 5 questions about things that are on your public record.  They try their best to make a question and answer so close to true, that you aren't sure what the right answer is.  Example, "which one of these vehicles did you drive?"  one may be listed as a 1985 Chevy Blazer.  If you forget and think is was a 1984, then you fail and can't get a BB card. 

It was an absolute joke from there as I was told I could write them a letter requesting my account be opened up, along with the correct info.  Which assumes you know what you even said was wrong. 

Tried to get my wife set up with a card after that fiasco, same issue, except she couldn't understand the customer service rep with HSBC, so she answered a question wrong, and was denied as well.

Was also told that this is the new security measure.  Since when is your ssn, dl number, address, dob, etc... not enough to prove who you are?

Made it simple, went to amazon, got a card, recieved $50 off my purchase, and have my things coming in the mail. 

Total time spend:  2.5 hrs trying to get a card with BB, no merchandise.  15 min on amazon, done.

Positive out of this, called local store to vent and make sure BB knows there is a problem with their lender, and the manager there did a great job of handling my complaint.

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I love those questions!!

Where was your auto loan from in 1996?

Rockland Federal Trust

Rockland Federal Bank

Rockland Federal Credit Union

Rockland Bank

Talk about some stress right there.