Other Customer Service Support

[bobbyraines]

I called to make a payment on my Best Buy Credit Card. I was past due by a few days because I always call in to make a payment. The person I talked to, Sama, S52, refused to waive my late fee, even though it was a few days late, but well within the 30 days past due. Sama said it was because I had a late fee waived once already in the year.

 I understand that if I was making a habit of not paying my bill on time, not being able to waive the late fee. But I always pay my bill and paid the full amount off today.

Best Buy would rather charge me an additional 29.00 late fee than keep me as a loyal customer. I'm pretty sure you probably make way more money off me on the interest you charge me when I have a large balance than the 29.00 fees.

I decided to close my account over a small late fee. I was sent to another gentleman Brian in CA, located in Tennesse, in an attempt to resolve the issue. He refused. He said they would make certain expectations and listed a couple of them. I wasn't going to lie, I just totally forgot to pay the dang bill. My fault, and I have no excuse. Unfortanulty, Brian did not care.

So Best Buy lost a customer. I requested my be account be closed — excellent customer service. I do enjoy shopping at Best Buy and would love to continue to have my account, but is there anyone that can help? It is literally a 29.00 late fee. If you are willining to lose a customer over that than it says a lot about the culture of how Best Buy does business.  

[nckhammond]

Citibank is solely responsible for the card. Best Buy has no way to reverse fees.

Not sure what your complaining about, you didnt pay on time, you know it's your fault, Citibank doesnt have to ever wave fees if they dont want, that's how they make money. Best buy doesnt get any of it.

[Sarah-BBY Social Media Specialist]

Hello, bobbyraines,

Welcome to the Best Buy Forums. It is nice to have you as a member of our online community. I’d like to thank you for taking the time to share your experience with us, although I realize the late fee that was applied to your My Best Buy Credit Card is not something you had expected to encounter. That said, there are Terms that are agreed to when a line of credit is extended, and if those Terms are not met, it stands to reason there would be repercussions. It sounds like an exception had been made previously for a late fee to be waived, which is reassuring, however, not something that most financial institutions will offer on multiple occasions. I’m certainly glad to hear that Citibank has done that for you in the past.

We strive to provide the best service possible, and we definitely want to retain you as a customer. It seems you’ve enjoyed visiting us for previous purchases, and that is a relationship we’d prefer to continue. Please know, Citibank, N.A. is the issuer of your My Best Buy Credit Card account, and any late fees collected from your account would not be a benefit to us. The best way to avoid additional charges, is for you to make arrangements to pay each bill at the agreed upon date. Making online payments may be something to consider, and you can learn more about that here. Citibank may have additional suggestions on how you can avoid late fees. For more information, I’d recommend connecting with them at, (888) 574-1301.

I hope this has provided some insight. If you have further questions, we’d be glad to offer our support.