Manufacturer Warranties and Protection Plans

[g13372]

I got black tie protection on my son's cell phone. Best Buy has been taking the $7 a month out of my account steadily for at least the last year. This is the only money that Best Buy gets out of me after screwing me over several times in 2010. A few weeks ago, I got a letter that Best Buy had experienced a clerical error and had not been taking the money from my account. I was assured that they would begin taking the money out again, but I would not be on the hook for the occurances they missed.

Imagine my surprise today when I looked at my bank account and saw that not only had Best Buy not forgotten to take the $7 a month, they had just hit me with a $19.98 unauthorized charge. Every payment for the insurance was between the 3rd and 6th, IN fact, I just paid my $7 for the phone on 3/5 and now on 3/15 I've got this unauthorized charge.

How do I go about getting you to give back the money you've stolen, and how do I cancel the insurance.

You cannot believe how happy I will be to finally be divested of Best Buy.

[Ryan-BBY Senior Social Media Specialist]

Hello g13372 -

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

[Melissa-BBY Senior Social Media Specialist]

Hello g13372,

It was disappointing to see that you have been having some difficulties with the billing for your son’s mobile Black Tie Protection (BTP) plan. It would have been surprising to me to be told that I wouldn’t be charged for the billing error, only to have a higher payment taken out soon after. I am sorry for the frustration this has caused you.

Our monthly mobile BTPs should be charged once a month per BTP to the credit card provided at the time of the purchase. As our monthly billing team handles these BTPs, I am unable to access their billing systems directly or the letters that were sent out to determine exactly what happened with your billing.

Generally, billing inquiries and cancellations are to be handled by contacting 888-BestBuy. I would be willing to look into this further with you however and I am sending you a private message to gather a few additional details on this. To check your private messages, first verify you are logged into our forum, and then click the envelope icon in the upper right corner of this page.

Sincerely,

[g13372]

Melissa,

I appreciate hearing from you so quickly after my initial email. However, I'm discouraged by the fact that you have stopped communication and my last two private messages (on 3-23 and 4-1) have had no response. Additionally, there seems to have been no resolution to the money Best Buy inappropriately took out of my account. 

Could someone contact me to complete resolution on this?

[g13372]

Ok, this is getting out of hand. Not only has Melissa not replied to me at all in nearly three weeks, but I was just hit with another 9.99 charge for this "service". Best Buy has now stolen $74.90 from me. This needs to stop, and it needs to stop now.

[CrystalWoW Community Veteran]

Did you try calling again like she told you too?

[g13372]

She didn't tell me to call anyone.

[Melissa-BBY Senior Social Media Specialist]

Hello again g13372,

I am sorry it took so long to get back to you regarding this. I was finally able to get some more information on this, and I am sending you a private message with it.

Sincerely,