02-13-2019 07:21 PM
I recently pre-ordered a PS4 pro bundle on bestbuy.com and when I went in store to pick it up the next day, got another game off of the shelf to add with it. When I went to the customer service desk to pick up the PS4, I was sent to a regular register and was told I would need to check out there. When I went over there to finish my purchase, my Best Buy card was swiped and I was charged a second time for the PS4 Pro, in addition to the pre-order online. (I did not realize that I was being charged when I pre-ordered the item itself and thought when I picked it up that was the total including the pre-order)
I have been unable to get this resolved in store or over the phone with Best Buy / Citibank support after repeated attempts over the past 2 months!
After filing a dispute online and waiting 2 months, and after receiving no notification as to the status, I called Best Buy support and they informed me that the dispute had been denied back in December, and there was nothing they could do from their end. I would need to go into the store to have this resolved. (keep in mind I was never informed online, through email, or over the phone that the dispute was denied, and it had sat there for over a month while my best buy card accrued late charges)
So after going back to the store, I was initially told that they wouldn't be able to help me and that I needed to call Best Buy support, at which point I informed them that I already had done that and was told I would need to go into the store to resolve it.
The reps in the store were actually quite friendly and helpful. Maria (who was great, and the only one who provided any kind of support whatsoever), got all the info and verified the serial numbers for the order. She confirmed, yes, I had been wrongfully double billed. She called the Best Buy support number while I was in the store, and eventually was connected to someone in the disputes departement. She gave them all of her employee information, and explained the situation. The rep on the phone said to fax over the order information along with her store/employee number, and they would take care of it in the next 1-2 business days. They confirmed my email/ph number as well to contact me.
This was over 1 week ago and this has still not been resolved. I have also not been contacted at all regarding any status on this, except for the once daily robotic call about my outstanding balance. Overall this has been one of the worst overall customer experiences I have ever had.
Is there anyone who can actually help me regarding this??
02-18-2019 06:49 PM
Welcome to the Best Buy Forums!
I appreciate you taking the time to reach out to us. I understand where you’re coming from, as I would not be too excited about double paying for my items. I’m happy to look into this for you and see how I can help.
Please, send me your order number, Customer Service PIN off your receipt, full name, phone number, the amounts charged, they type of credit card, and e-mail connected to your BestBuy.com account so I can look into this further for you. To send it, click on the blue button next to my signature. I look forward to hearing from you.
02-27-2019 05:03 PM
To provide an update on this issue, I was able to resolve the double billing. I want to say that Best Buy and their Support staff in store as well as online in the forums was absolutely great, and they went above and beyond to resolve the problem for me.
The main issue I came across was with Citibank and their handling of the charges on the Best Buy credit card. The Citibank customer service is absolutely atrocious, and I will never do business with them again following this experience. They provided no communication during the two dispute processes I went through (which were both denied by the way), and their online portal does not provide any sort of detailed information about account and billing information/payments.
Thanks to Deysha-BBY, Allison-BBY, and Luke-BBY for all of your assistance, as well as Anna in store #0162. You guys are great!
02-27-2019 05:43 PM
I'm glad we could help you out though you have my apologies for the disappointment that occurred with your My Best Buy Credit Card account. Thanks for sharing this update and for being our customer!