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Posts: 5
Registered: ‎06-29-2020

Best Buy Executive Response Unit Attention regard Customer Fairness Dispute and Support Requested

[ Edited ]

29 June 2020

To: Executive Response Unit P.O. Box 9058 Gray, TN 37615

Best Buy Account: XXXX XXXX XXXX XX62

Name: Alana’ {removed per forum guidelines}

 

To the executive response unit pertaining to Best Buy Account. I am writing for two purposes, one for better customer service and fair treatment for all customers and to be able to pay off my account as originally offered to me at a Best Buy store. I have spent valuable time that could be better spent looking to be treated fairly . I was told I would have to write to you for decision. I will be prepared to continue to seek various support, if needed for this issue, but hoping your unit does use its power to address and rectify to take into account simply the betterment of your product and services, this is because, of other people who likely have been treated unfairly in these types of instances for your program. I opened a promotional account at Best Buy in March of 2019 for purchasing a Microsoft Surface Go and accompanying product (pen and mouse) as I was moving. I was offered a promotional rate and was told it would be 0% interest for 12 months on a Best Buy credit card. I was told the best way to manage this was to set up automatic payments for the minimal amount and I could pay this off at the end of the 12months. Nearing the end of the 12 months in March of 2020, I went into Best Buy store location 1751 N Central Expy in McKinney, TX and was told I was not on any promotional rate as far as they could see and they could not help me with my balance. I spoke with management, they informed me that the credit card lender and Best Buy are separate and to take it up with them. I attempted to call the credit card company in the midst of the pandemic and all occurring and in June 2020 was hung up on 3 times and finally got to management and was told I would have to write to you because the promotional rate ended at 12 months. I said I took all my paperwork and receipts in the store and they could not help me. I said I am looking for you to honor your promotional rate, Steven, the manager on the call, said he couldn’t do anything, would annotate my account with what I explained, but even if I were on the promotional rate he could not help me because the balance was not paid off. I highlighted I would not be calling if the balance was paid off, because that is what I needed to rectify. I tried to ask for the correct pay off balance with the 0% promotion in the store in March of 2020 and the in-store manager stated I was not on the promotional rate. Thus, when I spoke to Steven, the manager on the phone he said he could not help because it was expired. Thus, I am being penalized for one in March not having the correct pay off amount because I was told I was not on a promotional rate and then, two in June because the promotion expired. This type of action can be predatory to customers to tell them they are not on a promotion because the store associate made an error in not annotating it and then be told it expired so we can’t help you. The problem may seem what happened in between March and June—COVID 19, many areas to deal with to tackle trying to rectify an account that I was told had no promotion while trying to pay it off. My request to your unit is to simply pay off my balance (I had automatic payments set up for 12 months) –> Balance = My original charge – 12 months off automatic payments. That is what is fair and equitable. Even if you don’t take into account my actions to honor the pay off, in March 2020 in your store location and then calls, only charging me interest on the remaining balance from April to June could be considered. Albeit, I still think this can be inflammatory because it seems credit card companies are simply trying to gouge its clients for interest by offering promotions that they seemingly don’t intend to honor or store associates that have no purview or access to look into. To help all future clients, if you are going to offer your credit cards in a Best Buy store, I think your company should appoint at least one person within each Best Buy physical location to work in tandem with you for credit card accounts so proper information can be disseminated and handled within the store. I will be looking forward to your response to honor my request to pay off my promotional rate 0% interest balance. (Original charge- 12 months of auto payments) ending in March 2020 as I originally tried to do. Also, to implement better collaboration within your client stores for your credit card program. I take that you will do the right thing in this instance with all that is going on in the world right now to make it better for businesses and customers to help one another. It is necessary for commerce to flourish.

 

Thank you and Sincerely

Alana’ {removed per forum guidelines}

Best Buy Account: XXXX XXXX XXXX XX62

Posts: 1,037
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Registered: ‎11-30-2015

Re: Best Buy Executive Response Unit Attention regard Customer Fairness Dispute and Support Reque...

Hello, Alana’,

Thanks for writing to Best Buy. While neither the Best Buy Executive Support team nor the Citibank Executive Support team operate through these forums, our moderators are located at the Best Buy Corporate Office.

 

I can understand how it would be surprising to discover a balance that you were not anticipating on your credit card. My understanding is that if the full balance of a purchase completed using interest-free financing is not paid off by the end of the promotional period, the account would be charged for the interest for the purchase. This information would be detailed in the terms and conditions of the financing offers for your card, and would have required a signature agreeing to the terms at the time of purchase.

 

While I do not have any line-of-sight into credit card accounts, our partners at Citibank, the issuer of your My Best Buy credit card account, can be contacted at (888) 574-1301 in regard to any questions that you may have about your credit card account. They can also assist you with making a payment over the phone.

Best,

Fey|Social Media Specialist | Best Buy® Corporate
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Posts: 5
Registered: ‎06-29-2020

Re: Best Buy Executive Response Unit Attention regard Customer Fairness Dispute and Support Reque...

Hello Fey

I appreciate the response albeit, the problem the entire time has been that Best Buy and Citibank have not coordinated and have had the incorrect balance so I could pay it off regarding the promotion.  Thus your response does not help me resolve, please connect me with a member of your Executive Response Unit Team because all the representatives from Citibank, managers included, said they could do nothing. As I explained,  getting my account updated for the correct balance has been the problem, and I started this process before any promotional rate ended. The number you provided simply puts me back in touch with Citibank who said they could not help with my correct balance. They keep referring me to the Executive Response Unit. Please forward my responses and connect me with a member of the Executive Response Unit so that I can pay off my correct balance. I have another invoice coming up due tomorrow July 14th with the incorrect balance. I would like to get this resolved asap with my correct balance so it can be paid off and looking for your help. I feel this forum allows us as customers to provide you feedback on matters on how Best Buy as a whole is doing with their products and service; as well as, I feel,  it is a good avenue to help your response team and all customers discuss inputs together to help you improve your brand  so further issues of like nature can be reduced or eliminated. Thank you. 

Valued Contributor
Posts: 2,072
Registered: ‎02-07-2011

Re: Best Buy Executive Response Unit Attention regard Customer Fairness Dispute and Support Requeste

Googling that p.o. box you listed it is a Citibank p.o. box.....


The account is solely owned by citibank.

you could have also looked up your account online regarding all.balances, promotional or otherwise.
New Member
Posts: 5
Registered: ‎06-29-2020

Re: Best Buy Executive Response Unit Attention regard Customer Fairness Dispute and Support Requeste

I am not sure if your team understands what I have outlined. Checking or calling in for the balance has not been the issue.  The issue is that the balance being reported has been incorrect the entire time. I have been asking for your help to rectify the balance. This would be simple by having the appropriate member of your team. look at my receipts from the initial purchase and see my auto payments and correct for me to pay off with the promotional rate which was presented to me in the store at the time of my purchase.  

 

Please have someone reply about correcting my balance, not about checking my balance. The previous person to respond says you are in the same building with the Executive Response Team, please connect me with the appropriate Executive Response Unit member. And then I can work with him or her to connect with Citibank as needed, with any P.O. Box listed.   

 

I am asking for Best Buy Executive Team Response Unit help. If you are unable to help me in this matter about rectifying my balance, not checking as that was done. Please simply say, we cannot help you. With a clear response of your ability to help or not, I can annotate and report I have tried to rectify with the Best Buy Executive Response Unit and they have stated they cannot help me and my attempts to reach out to you will not be just wasted space, because I do need the right people to get involved to help. And Citibank and Best Buy should coordinate for cases like this is my recommendation.   

 

Your responses and ability to assist display at what level Citibank and Best Buy are or are not coordinating on their credit card program; and so far, if your Executive Response Unit is not able to assist, the system has broken down. Your store representatives offering your Best Buy customers a card with 0% promotional rate within the store and then not honoring it when all the guidelines were followed and then to charge a  27% interest and disregard all auto-payments made and a customer's attempt to rectify is predatory and needs to be addressed so customers know.  Please help.

 

Please do not continue to respond to my post with what I could do otherwise as my request is to receive help from the Executive Response Unit to rectify my correct balance from all that I outlined. If your team is unable to do this. Please simply state, we cannot help you.

 

Thank you Again and Sincerely,

Customer Who Seeks Fairness and Support to Rectify

 

 

 

Posts: 1,289
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Registered: ‎11-23-2018

Re: Best Buy Executive Response Unit Attention regard Customer Fairness Dispute and Support Requeste

Alana',

 

I see you have sent us private messages as well regarding your My Best Buy Credit Card financing. One of our specialists, Sean, sent you a private message in response last week. I'd be happy to further document your concerns and look into your account as well. Please follow up through private message including your email and phone number to start.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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Re: Best Buy Executive Response Unit Attention regard Customer Fairness Dispute and Support Requeste

Hello Allison. Okay thank you. Sean said in his private message, he could not help at all. Please if you send me a private message, if you are able to help with obtaining the correct balance and I will reply with account information. If you are not able to help with rectifying the balance, as Sean stated, please just let me know. I do not want to further waste anyone's time to just end up having to work with Citibank solely on my own to have resolution. Thank you again. And I appreciate this forum exchange to help all work together. I actually want to be able to say they provided excellent customer service or saw an area of needed improvement, documented it, and then also kept customers informed on actual steps made to add these improvements to every day operations. This is important. I feel a key element to having a forum. So, hope this is not the end.
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Re: Best Buy Executive Response Unit Attention regard Customer Fairness Dispute and Support Requeste

Good afternoon, Alana,

 

Thank you for taking the time to follow up with us. As Sean has mentioned, Citibank would be best suited to assist you as this card is issued by them. Best Buy is unable to make changes to this account and has very limited visibility on it's current.

 

You can contact Citibank at (888) 574-1301. Please let me know if I can assist you with any other matters.


Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
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Best Buy Executive Response Unit Attention regard Customer Fairness Dispute and Support Reque...