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Regular Member
Posts: 31
Registered: ‎06-01-2019

AutoPay System Problem

I had to change the payment source on my autopay account because of a stolen wallet.  My old checking was cancelled and a new one opened. I updated the payment source for autopay online and placed a call to customer service to make sure all was working and connected.  A few days ago, I was contacted by a collection agency because of  3 months of missed payments. Somehow, my account was bumped off of autopay and was sent to collections. I called BB/CB to rectify and to seek an explanation as to why the autopay canceled out, after it was set up both online and verified over the phone. No solutions from customer service, just run around, transfering between call centers and being hung up on from a rude associate named Andrew in the Kentucky call center. This compnay will not take ownership for their faulty system. Had anyone looked at my autopay payment history and customer service call record, this could have been easily rectified. I spent up to 5 hours on the phone trying to obtain an answer about the autopay system failure. I wish I had that time back as it was a complete waste. The intent at BB/CB is NOT to assist customers - the agents are trained to repeat the same 3 useless lines and to refuse to escalate the call to a department that has real answers. Nice little scheme BB has going- bump custumers off autopay, charge late fees and other charges. This company is a fraud. Avoid at all costs, will never purchase from them again and will encourage others to do the same. 

Posts: 3,033
Topics: 40
Kudos: 201
Solutions: 162
Registered: ‎08-21-2017

Re: AutoPay System Problem

Good afternoon, avoidthisplace,

 

Welcome to our community forums. Having needed to cancel a stolen credit card I understand how frustrating it is to ensure that every payment is correct and updated. I can certainly understand your surprise to receive a collection notice after ensuring that this was current. I would be happy to help you look in to what options we may have available to assist you.

 

If I understand your post correctly, are you referring to auto payments made to a My Best Buy credit card? These cards are issued by our partner, Citibank. Because of this we are unable to view or modify account information. I would recommend contacting Best Buy Credit Card support through Citibank at (888) 574-1301 for further assistance. They will be best suited to see what options may be available to help you get this resolved.

AndrewB|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 31
Registered: ‎06-01-2019

Re: AutoPay System Problem

Yes, you do understand my post correctly, it was clearly stated. BB should recognize that their partnership with a creditor is a reflection on their company. The actions taken by CItibank, as a partner with BB impact your customer experience and the sketchy practices in re: to the faulty auto pay system impacts your customers credit rating. A company with good business practice and any kind of a moral compass would not want to participte in a partnership that is out to cheat consumers. BB is a willing participant and is just as culpable and should be held accountable as such. I have called the number you have listed, and as I have previously posted, it is a waste of time.  I was transferred to multiple call centers in Kentucky, Tennessee, Missouri, Idaho, and India. I spoke with Ron, Hailey, Andrew, Corey, Teresa, and Kim, just to name a few.  There was no means or channel to be provided with actual problem solving.  I was TRYING to pay the bill. As stated my payment history reflects timely and responsible payment activity. Had I realized the account was kicked off autopay, I would have immediately paid. Instead, I have damage done to my credit score - over an 80 dollar bill.  Ans still no explanation from BB in terms of what broke down with autopay, after I took reasonable steps to make sure my information was correct. A quick google search provides plenty of people posting similar experiences, one a military wife. 

Bravo BB/CB! You can be proud of your partnership formed to cheat and screw the average person who works and responsibly pays bills. I am moving forward to the Better Business Bureau and other consumer protection organizations.  DO NOT SHOP HERE OR USE BB CREDIT CARD!!!!! BUYER BEWARE!!!

Regular Member
Posts: 31
Registered: ‎06-01-2019

Re: AutoPay System Problem

Still waiting for Best Buy to help resolve this issue. The collection agency sent the issue back to CitiBank / BB for resolution, because even the collection agency feels the charges are not legit. Instead of acknowledging their autopay system failed, Citibank / BB sent back to collections after a "review" again ! There is no one to speak with to offer a solution! I have paid the amount that would have brought the account to a zero balance, before the autopay failure. I WILL NOT be paying the extra charges added as a result of the CItibank / BB failed autopay

 

Horrible customer experience, I  will never purchase from this company again! My warning to to others is to avoid BB at all cost, go somewhere else! 

 

At this point it is the principal of the thing. I will NOT be bullied and cheated by a big company or a big bank so they can wrongly squeeze a few more dollars out in fees and charges. What does it say of both companies??  This is how a regular customer is treated, with an on time payment history. I have worked all my life and paid my bills and will not  accept being scammed!!!

 

The CEO's of both companies enjoy large salaries and all the benefits those salaries bring. I am sure their children are showered with privilege. Hope they feel great about the damage caused to my credit history over their failed autopay and an 80 dollar bill!!!! REPULSIVE!! Shout out to you Michael Corbat CEO of CItigroup, guess they need to help pay for your 48% salary increase by cheating regular people with BeeS fees. Enjoy that 23 MILLION a year!! And hey, Hubert Joly, BB CEO how about you figure out how to have a real customer service department for your 16 MILLION salary! 

 

AVOID THIS PLACE!!!!

Posts: 26
Topics: 4
Kudos: 4
Blog Posts: 0
Solutions: 0
Registered: ‎12-28-2015

Re: AutoPay System Problem

Hello again, avoidthisplace,

 

I can certainly understand your frustration, and I'm sorry you're having to deal with this issue.

 

Although I wish there was more we could do, due to the sensitive nature of credit card accounts, we are unable to access your account to review this with you, however, as suggested by my colleague Andrew, we strongly recommend reaching out to our partners at Citi, as they should be able to provide you with assistance. Citi can be reached at (888) 574-1301.

 

Best,

Carolina|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 31
Registered: ‎06-01-2019

Re: AutoPay System Problem

I HAVE called and as previously stated, 5 hours of my time was wasted being transferred around, put on hold, and hung up on. Additionally, they cannot be reached on weekends. Waste of time, and I am sick and tired of being told I can not be helped!! What a joke! 

 

Please provide an actual solution to the problem!! 

Highlighted
Frequent Contributor
Posts: 611
Registered: ‎02-07-2011

Re: AutoPay System Problem

I'm not sure that Best Buy can or will pay Citibank your late fees do to a possible error by Citibank. It's not Best Buys responsibility or Citibanks to monitor your account to see if payments were being applied, that is your responsibility.
Regular Member
Posts: 31
Registered: ‎06-01-2019

Re: AutoPay System Problem

Still tlrying to resolve this issue with Citibank / BB.  

 

So far today - 

 

I was on hold for 38 minutes from original call listenting to the horrible wait music

I decided to hang up and try a second time 

After entering info on information transfered around to 3 areas, ending up in call center in India. Asked to be transferred to US call center 

call was disconnected 

called back a third time

transferred, put on hold and am still waiting 

connected to call center in India, asked for US call center

On hold at this point for 15 minutes, still waiting

Fifteen minutes later, still waiting

 

 

This is no way to do business. The goal of keeping peoplel on hold is to hope they give up and just pay fees. Complete joke!!!!!!

 

Posts: 438
Topics: 14
Kudos: 151
Solutions: 30
Registered: ‎11-30-2015

Re: AutoPay System Problem

Hello, avoidthisplace,

As my fellow moderators have already mentioned, Best Buy does not have access to review or modify your credit card account. While I cannot guarantee a different outcome or would not ultimately be able to impact any decisions in regards to your credit card account, I can try to connect with Citibank on your behalf and request that they contact you to discuss your concerns. If this is something that you would be interested in, please send me a Private Message with your full name, email address, and phone number. You can find a link to send a Private Message in my signature.

 

Regards,
 

Fey|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 31
Registered: ‎06-01-2019

Re: AutoPay System Problem

So what nckhammond is saying essentially is that you should not question when a company has acted in a manner that is not sketchy. Just give your money away, no responsibility required on the part of a business as a result of a faulty autopay system. If I took steps to set up online and follow through with a customer service rep, it's not on me. 

 

Why did the rep tell me the new account information was set up and autopay was set up properly? So customer service reps just get to hand out wrong information and the company is all good with it. Shameful. 

 

Dont shop here, nothing but run around.