Best Buy & Geek Squad Policies

[laregina]

In 2009 I purchased a flat screen tv at the BB store in Dayton Ohio.  Arrangements were made for the delivery and setup of the tv, however, my husband wanted to get something different, so the purchase was returned.  The return occurred before delivery and setup.  I have the receipts still (original purchase and refund).  Copies of the receipts were mailed to HSBC, and they, in writing, acknowledged the return of said tv and refund.  To date, they have charged my HSBC account for over 900.00 in deferred interest charges (more than the cost of the tv itself, which I don't even own).  They continue to charge my account for interest on this item.  If I cannot get some sort of resolution, I will payoff the balance and never do business with Best Buy again.  Any thoughts from anyone as to what I can do, as I cannot pay off the balance in full at this time, i.e., in terms of stopping them from charging me more interest on a returned item.  Thanks.

[cr_client]

If the return occurred in 2009, how were they able to charge you anything for 20 or more months straight? You mentioned that they have charged over $900 in interest charges. What about the original principal and purchase price? Why wasn't this addressed at all through 2010 or the first 8 months of 2011?

As you pointed out, HSBC owns and manages the account. Not shopping at Best Buy isn't going to change that.

[laregina]

They credited my account for the return of the item. The interest charged is deferred ~ charged long after 2009.

[cr_client]

Have you made any other purchases since that one in 2009?

What did your statements show in terms of balance and line items in the 20 months since 2009?

What did HSBC say when you called them and asked them about the deferred interest?

[laregina]

After doing further research, I have discovered that the error was indeed the Best Buy clerks (who processed the return). He forgot to return (credit my account) for the delivery and setup charges for the tv. (The tv was never delivered, and I have the proof as I have the originl paperwrk with the del. date, which is weeks after the tv was retd.) So, the deferred interest chrgs have been made against the acct for these 'purchases' which were not retd. I went to BB yesterday and got the bus. card for the store mgr. I will plan to copy her on the next letter I send to HSBC.

[cr_client]

I wish you all the best in trying to correct a 20+ month-old billing mistake. I can't say that I would have continued to pay for a returned item for almost 2 years before speaking up, personally, but at least you're trying to get it taken care of now.

[laregina]

Since I pay all of my bills on line, I did not notice it. Also, HSBC statements are not easy to decipher. It took some time to figure out the coding for individual items purchased. Interestingly, I just sent them an e-mail to ask if it is possible to make the minimum payment to be spread across the balance in the manner they see fit while also paying off an individual promotional line item ~ no go. I politely told them I will no longer do business with them or Best Buy (nor have I since I began this nightmare). Best Buy will soon go the way of the previous big box electronic store (name eludes me now). Going forward I will do business with smaller local entities.

[laregina]

Also, if a business is content to keep monies it is not ethically and morally entitled to, they are not a business I wish to do business with ~ 20 mths or not. :-)

[cr_client]

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laregina wrote:
Interestingly, I just sent them an e-mail to ask if it is possible to make the minimum payment to be spread across the balance in the manner they see fit while also paying off an individual promotional line item ~ no go.

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After they apply your minimum payment and spread it across your individual purchases, they are not legally allowed to apply the money in any way other than the manner in which they currently do:

A) Non-promotional purchases first

B) 1.If a promo plan is due to expire in the next two months, it receives precedent over interest-bearing purchases.

B) 2.Highest interest-rate purchases first (purchases on promo plans are considered 0% interest until the promo expires)

C) In the case of a "tie" between multiple purchases with the same interest rate, the plan that expires soonest, or that expired longer ago.

The CARD Act of 2009, signed into law in February, 2010, mandates that they apply payments in this order and in this manner.  If they allowed you to specify which promo you wanted to pay off first, they would be in violation of Federal law.  If you disagree with this method of applying payments, call your congressman/congresswoman.

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laregina wrote:
Also, if a business is content to keep monies it is not ethically and morally entitled to, they are not a business I wish to do business with ~ 20 mths or not. :-)

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If you still have other purchases on which you are making payments, then they are ethically, legally, and morally entitled to any money for those legitimate purchases, whether there is still an un-cancelled purchase on the account or not.  For instance, if you made a $2,000 purchase, followed by a $500 purchase that was returned and not properly removed from the account, they would still be entitled to the $2000 for the original purchase, even if they show that they are incorrectly applying the payments to the $500 purchase; you still have to pay off the $2000 purchase one way or the other.

And, honestly, continuing to pay a bill when a company is in the wrong is also somewhat tacit admission that the bill is legitimate and valid.

[laregina]

To be legally entitled to something doesn't make it right. They have already recd $900. for an item never in my possession. I will continue to attempt to get some of this back, but at the very least I fully expect that they will no longer continue to charge me interest on the item going forward. I am working with an accountant and a lawyer, paying them for their services (which will be much more than the bal. I owe on this acct) ~ for the principal of the matter alone. They can wait for their money, as I continue to make the minimum payments in order to maintain my excellent credit rating.