Best Buy & Geek Squad Policies

[User135565]

Hello,

I had the exact same issue. First  statement, I noticed the account shield charge for $12.52. So, I called Customer Service and the CSR told me it was taken care of. I rechecked my new balance with him to be sure the numbers added up. Then after two weeks, I log into my account and notice the charge. So, I email CS with my request telling them that I had already spoken to a CSR. So, I get a reply:

--------------------------

Dear Valued Best Buy Customer,

Thank you for using our online services.

We are writing in response to your email request regarding the Account Shield
Plus Program on your recent statement.  We would be more than happy to discuss
the advantages of this program with you.  Please contact one of our customer
service specialists at 1-800-365-6256.

...

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So, my question is, I love Best Buy but my experience with HSBC is not really good so far.

Should I just cancel my card once this Account Shield issue is resolved?

[Ryan-BBY Senior Social Media Specialist]

Hello User135565 -

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

[User135565]

Thank you Ryan-BBY. I look forward to getting this issue resolved asap.

BTw, just got this again from HSBC. Looks like emailing is a waste of time!

------------------------------------------------------------

Dear Valued Best Buy Customer,

Thank you for your email inquiry dated 02/26/2012.

We can certainly understand your concern regarding the Account Sheild Plus on
your Account. In order to assist you with this request and to ensure our
customer's information is kept safe from unauthorized access, we require
further information from you. We would appreciate you taking a few moments to
call us at 1-800-365-6256.

As a reminder, your payment in the amount of $25.00 is due on 03/01/2012.  If
you have already made a payment for at least the total Payment Due, please
disregard this message.

We appreciate the opportunity to service your account online.

Sincerely,

Shraddha
HSBC Card Services

-----------------------------------------

[User135565]

Hi Ryan-BBY, still nothing from Melissa/Best Buy. I just checked and it shows the $12.52 as the balance. HELP!

[Sarah-BBY Retired: Community Connector]

Hi User135565,

Thank you for contacting us for assistance with this, I apologize for any confusion.

As it appears you are aware, HSBC is a separate company from us whereby they provide credit card services to our customers, and I am very sorry to hear that you believe you were opted into HSBC’s Debt Cancellation program by mistake.  Please allow me to assure you that this program is offered solely as a benefit to those who wish to take part, and I apologize again if that was not the case.

As HSBC mentioned above, in order to cancel this service they do require that you contact them directly due to security reasons.  You can reach HSBC’s Debt Cancellation department directly at 1-800-298-4280.  Also, User135565, I apologize if you have already made this request previously; however, I would encourage you to contact HSBC again to confirm your cancellation.  Then, once you have confirmed such, if you require any additional assistance please feel welcome to contact me directly by private message.

I hope this helps and best wishes,

[User135565]

I think I already mentioned it that I called them once already. How many phone calls does it take?

[Sarah-BBY Retired: Community Connector]

User135565 – I know you had mentioned that you have already made the call; however, this is the only way to cancel and confirm the cancelling of your Account Shield service with HSBC.  I am hoping that if you will only need to call one last time, but again, please let me know if you continue to have issues.

[LiquidTension87]

To clarify, you're looking to get refunded the $12.52 versus just canceling correct? If so, you may not have much luck since you had to choose yes or no on the keypad yourself when applying for the card. If you're trying to cancel, there is a direct cancellation line, search the forums and it should pop up (maybe from MBrguy)

[User135565]

No not really. The charges were added TWO WEEKS after I bought the computer from BBY. It appears as a fee on my account. I have paid my balance is full, and now awaiting resolution of this unauthorized Account Shield.