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

Re: AutoPay System Problem

correction to typo in the original post -

 

So what nckhammond is saying essentially is that you should not question when a company has acted in a manner that IS sketchy. 

Posts: 3,157
Topics: 23
Kudos: 331
Solutions: 186
Registered: ‎11-29-2016

Re: AutoPay System Problem

Welcome back to our forums, avoidthisplace,

 

To be clear, as previous moderators have mentioned, Citibank is the issuer of your My Best Buy™ credit card.  While we hope all our customers will have a positive experience with them, because this is a completely different company from Best Buy, we’re unable to modify your account, or control how it is managed in any way, and rely on Citibank to address any concerns our customers have with their accounts.

 

As Fey has mentioned, if you’d like to send us a private message with your first and last name, phone number, and email address, we’ll be happy to connect with Citibank on your behalf, so they might discuss your concerns with them further.  Although Fey has left for the evening, I see the private message you’ve sent her does not contain any of the information she’s requested, so I’ll request you send the information to me in her absence.  To send me a private message, be sure to utilize the blue “Private Message” button in my signature.

 

Respectfully,

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

Re: AutoPay System Problem

Sean M,

 

I know who the issuer of the credit card is - Best Buy should be aware of the scam Citibank / BB is running as an important component of your business operation. Your companys name is on the credit card as well. Therefore, no need to start our message with "to be clear".  It is crystal clear that the intent is to give the customer the run around. I am not the only customer that hasexperienced an autopay failure.  Is there any accountability by partners who do business for your company? I walked into a BB store and opened the account at BB, onsite.  LIke it or not, it is all connected and BB as a compnay should have a say as to the joke of a process I have been run through over the past few days. All becasue I made the mistake to shop at Best Buy. 

 

There is nothing ok about this situation. At this point it is criminal. 

Posts: 3,157
Topics: 23
Kudos: 331
Solutions: 186
Registered: ‎11-29-2016

Re: AutoPay System Problem

Thank you for following up, avoidthisplace,

 

Please know that any feedback we receive from our customers is taken very seriously here at Best Buy, and your experience has been fully documented at our Corporate Headquarters up to this point.  With that said, any action that might result from the feedback we receive from our customers may not go into effect right away, and will not likely resolve the immediate issues you’ve run into as of late.  For these reasons, we’ve requested additional information from you, so we might connect you with the appropriate support teams at Citibank to address your concerns.

 

I see you’ve sent me a private message with the information I’ve requested, which I’ll be replying to in a bit.  To read my message, you’ll want to be logged into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.

 

Speak to you shortly,

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

Re: AutoPay System Problem

It should not be such a complicated issue to remove fees that were charged as a result of company error. It is very unfortunate that the immediate issue could not be solved or dealt with.  Other potential customers should know to stay away from the autopay system if, once set up, the system cant be trusted. I regret the day I made my purchase at BB - such a deal, come away with a damaged credit rating along with the purchased item!  Spend hours on the phone getting played and scammed! Be lectured on a customer forum  by a "frequent contributor" about how to pay bills!! Wish I had a crystal ball at the time of my unfortunate BB purchase! 

 

Agian, I will advise everyone I know to purchase elsewhere! 

 

 

Posts: 3,157
Topics: 23
Kudos: 331
Solutions: 186
Registered: ‎11-29-2016

Re: AutoPay System Problem

Good morning, avoidthisplace,

 

Any fees applied to your My Best Buy™ credit card would be applied by Citibank, the third party company that issued this card to you.  As a result, Best Buy will be unable to remove any fees applied to your account.  Additionally, the immediate issues you’ve run into would also need to be addressed by Citibank.  To get you in touch with the appropriate team to address these issues, we’ve requested your contact information, so we might forward it to them.

 

I’ll be replying to the private message you sent last night momentarily.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Regular Member
Posts: 31
Registered: ‎06-01-2019

Re: AutoPay System Problem

I'm not asking that Best Buy remove fees applied by a third party. I fully understand the third party partner set up. I am  not confused in any way about the difference between Citibank vs. Best Buy. I understand the business partnership. 

 

I understand your goal is to call it out on this message board that what Citibank does or not, has nothing to do with Best Buy. I have tried repeatedly to resolve this issue with Citibank through hours of phone call time. They run in circles and there is no actual channel set up for a customer to legitmately resolve a problem or even defend against predatory practice. 

 

Best Buy, as a company, should be aware and concerned about my customer experience, and the utter imcompetence displayed by their chosen business partner. 

 

Potential customers should be alerted to the fact that you can NOT rely on the information give out, on BB's behalf, by Citbanks service reps.  

 

I have alway worked and I pay my bills. If only the effort put into giving me the run around was put into looking at my on time payment history, instead of handing my account over to a bill collector. This situation should not have happened. But hey, why would I expect others to do their job? Or take ownership when a mistake is made?  

 

Best Buy may not be able to remove the fees, but as the businsess who sought out Citbanks partnership, you should have soemthing to say and a voice in the matter. 

 

 

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

Re: AutoPay System Problem

 

.......and still waiting for a resolution. None provided and no contact made by either company to bring my account to the accurate balance of zero. Just anohter stall tactic! 

 

Poetential Best Buy cusotmers - shop somewher else!!!! 

 

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

Re: AutoPay System Problem

 

Today I received a letter from Citibank stating more info was needed re: my inquiry in order for Citibank to respond. The letter listed the phone number I was requested to call. This is the same number I have previously wasted my time calling. The representative could not tell me what additional info was needed.  Eleven minutes on the phone and I was fianlly told my account is under review.  I am not sure what is so complicated in getting this resolved. Here is the timeline - 

 

August 2018 - payment source on autopay was changed

September and October 2018 bills paid on autopay (with the new payment source)

 

December 2018 a purchase was made at BB for 100.00

 

February autopay kicked out and late fees were added

Turned over to collections in May as a result of no autopayments taken out

 

I can not get an answer as to what happened with the autopay system. Hours and days later, here we are! Still waiting.

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

Re: AutoPay System Problem

Sean, 

 

I have not been contacted with a resolution to the autoay failure issue.  I am still waiting.  Again we weill go over the specifics - 

 

Autopay payment source was changed August 2018.

Payment taken out from new source after payment source was changed. Statement refelcted autopay set up.

Autopay system failed after February statement.

Account turned over to collections as a result - without regard for on time payemnt history.

 

I have filed a complaint with the Consumer Financial Protection Bureau to start. More to come. 

 

Potential customers - don't shop Best Buy!  There is no interest in protecting customers from the predatory practices of Best Buys business partner, Citibank.  Beware!!