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New Member
Posts: 2
Registered: ‎10-26-2019

FORMAL COMPLIANT to CFPB and other Federal Regulators

I have had a Best Buy Card for over 2 years. I shop in the store regularly and spend quite a bit of money. I will never step foot back into a Best buy again due to the way I have been treated by Best Buy Credit Services. I have had the card and it has always been on "auto draft". I moved after 10 years and they really treated me terrible. I have now registered a formal complaint with the CFPB, the FTC, and I am calling the attorney general to report them. They believe they are above doing the right thing for the customers just like Circut City... I will shop exclusively on Amazon or similar sites before I ever shop here. I paid off the card in full, shut it down and refuse to do business with them. Below is a copy of my complaint to the CFPB. I hope the launch a full investigation into them! 

 

On 10/23/2019 I called CITI Best Buy card to inquire about my ongoing payments on an account I had with them. I have had the account for over 2 years. I would use the account for no-interest purchases but I always had $100 a month taken out as an auto draft. This was been done for 2 years. In fact, I know each month when it will be taken out and I can see it on my statement. We move from Texas to Oklahoma in August of 2019. Landmark Bank has been my bank account for 10 years. There is not a Landmark Bank here, but I placed enough funds to run the rest of the bills through and then call to change accounts. When I called CITI-Best Buy I was told that my account was past due and that I was being reported on my credit. They said the Landmark payment was returned NSF and that I had not paid the October payment because of this. I said I never knew it was returned and asked how they had contacted me over this. I showed on my account where it was paid and the account is now closed so I cannot view it. When I questioned they said even though I get electronic messages, that none had been sent out in regards to this because their system doesn't allow that type of message. I asked about calls. He said he saw once in 60 days a call had been placed to my phone number but it showed "No Contact" was made. I very much question the truthfulness of that. Then I asked how about mail? I have all of my mail forwarded from my Texas PO Box. He said the system shows that it went into my account and "Updated" my address with a new address that I did NOT authorize and it was INCORRECT. So their computer updated an incorrect address and I was not receiving any physical mail from them either. So they could not email me, due to their error not mail me, nor had to contact me via the same phone number they have had on file for 2 years. But yet I am supposed to know the payment was returned and make a new one from my new bank account. This is absolutely the dumbest thing I have ever heard. I told him I wanted the account paid in full and closed on the spot. I told the rep I was reporting them to the CFPB and he chuckled. He said it was their decision to report or not and that the CFPB couldn't reverse anything. I am furious for this action on CITI Best Buy and I believe they should be held fully accountable. No consumer should use this company or be subjected to their ways. This is an example of taking total advantage of a customer, lowering their credit score and forcing them to pay higher than normal interest due to their maleficence.

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Posts: 529
Topics: 38
Kudos: 74
Solutions: 23
Registered: ‎07-23-2018

Re: FORMAL COMPLIANT to CFPB and other Federal Regulators

Hello, mbtunderwood,

 

Thank you for taking the time to share your experience, although I wish we were meeting under more pleasant circumstances. Many customers prefer to have their accounts set up for automatic payments, which helps keep things on track. It sounds like that was all going fine for you, up until the recent move when you were forced to change banks. From your description, it sounds like you had this all worked out for the payments to be successful, so I am honestly not sure how we got to this outcome.

 

Citibank, N.A., is the issuer of the line of credit for all My Best Buy Credit Card accounts. Payments are made to them, and most concerns related to your account would need to be handled directly through our partners at Citibank. That said, I realize you’ve since closed your account, which is not how we would have hoped this would end. We’d like the opportunity to document your feedback, and to do so, we’d need to collect some additional information from you. If you’d like to send a private message, you can get started by selecting the darker blue button across from my signature below. Please include your full name, email address, and telephone number.

 

Sincerely,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-26-2019

Re: FORMAL COMPLIANT to CFPB and other Federal Regulators

Sarah,
Thank you for reaching out. I did send you a private message with my contact info. I have closed the account and gave a follow up verbal complaint/testimony to the CFPB. They stated this isn’t the first time they have dealt with Best Buy Financial Services. It may be that CITI issued the card, but shame on Best Buy for not regulating or having some control over their strategic partner. You can say BB itself had no part, but it won’t hold up to stock holders and you continue to fall short on earnings. The Dog ate my homework can only take you so far. At the end of the day, BB should have stepped in and done the RIGHT thing. And if you look at your Corp earnings report there is an income line for credit services. Even if you want to blame CITI, BB is still profiteering from their scrupulous and law breaking practices.
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Posts: 529
Topics: 38
Kudos: 74
Solutions: 23
Registered: ‎07-23-2018

Re: FORMAL COMPLIANT to CFPB and other Federal Regulators

Hello again, mbtunderwood.

 

Thank you for following up with me. We appreciate your feedback, and we are always looking for ways to serve our customers better. I did receive your reply to my last private message, and will be responding there shortly.

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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