04-30-2020 08:35 PM
I ordered a Microsoft Surface Pro laptop plus accessories on April 26 by applying for the 0% APR Best Buy Credit financing option. I was approved for $1,000 in credit and my order was $991. The order went through, and I was told the accessories would be available to be picked up immediately (which I did) and that the laptop would be avaialble on May 6th. Great, I thought.
This afternoon (April 30, four days after making my purchase), I get an e-mail and text message that "we're unable to process your payment" retroactively for the $758.16 laptop. I go on the BestBuy.com support chat, where I am told to call Citibank at (888) 574-1301. I do so, and after explaining my situation to a woman on the line, I am told that I will be transferred to the correct department to handle this, but that there is a maxiumum wait of 45 mintues. I need this taken care of, so I oppt to be called back in that 45 minute period. More than two and a half hours later, I get a call back...from the same baseline support person, who needs to transfer me to the correct department. She tells me this will require a 20 minute wait, but this time I am determined to stay on the line. After a few minutes, the support line hangs up on me. Lovely. I was definately charged the $991 for the laptop, as my Best Buy credit page on your website tells me I have only $9.00 in available. I cannot use Citi's website to look for my card information because I do not yet have the physical card, so I can't even try to re-run the card because I lack the security code.
So this is my situation: I only bought the laptop through Best Buy because I could get 0% APR financing, and now I am being told that I can either solve the problem now by putting the laptop on my personal credit card (and incur about $150 in interest charges) or I can continue to waste days of my life being given the runaround by a byzantine customer service system that cannot transfer a telephone call in two hours. I need a direct line (not 888-574-1301) or an e-mail to someone who can help me fix your problem with your financing or I need someone to help me refund my order in full so I can take my business anywhere else.
04-30-2020 08:37 PM
I should clarify that the person who I spoke to second was seemingly on the same entry/triage level as the first person, but they were different people.
05-04-2020 05:37 PM
Talked to customer service now 4 times in the past week and the issue still isn't resolved. I have spent all day trying to get through on the phones. Waiting for a callback for the last seven hours in a maxiumum wait of "one hour and three minutes." This is absurd. Tried calling again and am now in hour two of my maxiumum wait of "37 minutes."
05-04-2020 10:08 PM
Got into the call queue at 9am and got a callback at 8:30pm saying the call center was closed and to call back tomorrow. Never before have I had such a hard time just talking to a human being.
05-12-2020 12:40 PM
Thank you for taking the time to join our community forums. I'm sure you're looking forward to getting this Surface Pro and I'd be happy to give you some details on how to get assistance moving forward. Based on your message, it sounds like there was a problem authorizing you credit card, is that correct? Because this card is issued by Citibank I would recommend working with them directly at (888) 574-1301 so they can help remove any holds on your account.
Once this is completed, our phone agents can assist you making sure this payment is processed. They can be reached at (888) BEST-BUY or (888) 237-8289. Please don't hesitate to let me know if you have any other questions I can help with!