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Member
Posts: 11
Registered: ‎05-06-2019

Hard inquiry from January fraudulent charges not removed

I'm really disappointed that I had to spend another half hour today, three months after Best Buy and Citi assured me that all this fraudulent damage would be cleaned up, to once again request that fradulent hard inquirites be removed from my credit report.  Why?  Why are you turning *your* problem in to *my* problem?  Fixing my credit which was damaged by a stolen Best Buy and Citi identity should be your #1 priority.  

 

You all are very quick to report negative information, but can't be bothered to do the right thing and correct fraudulent information in a timely manner.

 

Reading through some of the forum posts, it appears that I'm not the only one who's had to deal with this process being drawn out so long.

 

Do the right thing.  Stop outsourcing my call, stop reading me scripts, stop "rest assured"-ing and "I apologize for"-ing and just fix the problem.  This is how you lose customers and how BBB reports get written.

 

I'll follow up in 7-10 days to see if this inquiry is removed.  If not, I'm lodging a complaint.  This is ridiculous.

Posts: 6,005
Topics: 81
Kudos: 565
Solutions: 343
Registered: ‎12-23-2016

Re: Hard inquiry from January fraudulent charges not removed

Hi, DanRadTrainor,

 

Welcome to the Best Buy Community forums. I’ve had fraudulent charges on my credit card before, and I know how much of a pain it can be. I’m sorry that you are having issues getting those charges cleared up.

 

If the charges are on a My Best Buy credit card, you’d need to work with Citi directly by calling them at 888-574-1301. It sounds like you may have already called them, and not received the follow-up you were expecting.

 

If that’s the case, please reach out to me through a private message by using the link in my signature below this post. I’ll need your name, email address, phone number, and the last 4 digits of your credit card.

Thanks,

Kyle R|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎05-06-2019

Re: Hard inquiry from January fraudulent charges not removed

Though I appreciate the effort, this message just demonstrates the same lack of care both Best Buy and Citi has, it's just a matter of passing the buck.  If I talk to Citi again they're just going to send me to a call center where everyone reads a script and nobody takes the initiative to do the right thing and fix this immediately, like they should. 

 

It's been an extremely frustraitng process.

Posts: 6,005
Topics: 81
Kudos: 565
Solutions: 343
Registered: ‎12-23-2016

Re: Hard inquiry from January fraudulent charges not removed

Hello again, DanRadTrainor,

 

I completely understand your frustration with this situation. Because Citi is the company that services the My Best Buy credit cards, they are the only ones with the ability to help out directly in this kind of situation.

 

As I said, if you send in that private message I’ll be happy to check this out. I can review it to make sure it’s not something we can help out with.

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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Posts: 1,768
Topics: 49
Kudos: 230
Solutions: 88
Registered: ‎10-19-2017

Re: Hard inquiry from January fraudulent charges not removed

Hey there, DanRadTrainor,

 

I’ve had my credit card used without my permission, too, so I totally get that it’s a process full of frustration of all kinds. A month is a long time, though, and I hate to hear that you seem to be having more troubles than I would anticipate.

 

I’m not seeing any private messages from you with the information that KyleR-BBY asked for when you last visited with us, but his invitation to check out some possibilities to help you from here is certainly still open. We’ll just need the following to get started:

  • Your full name
  • Your email address
  • Your phone number
  • The last 4 digits of your credit card

To keep your information secure, sign in on the forum and then select the blue “private message” option in my signature.

 

I hope to hear back!

Kayla|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎05-06-2019

Re: Hard inquiry from January fraudulent charges not removed

In case anyone else is following, here's a little update;

 

I sent Kayla the information asked for.  Asked them not to contact me - just fix it.  I jsut want it gone.  Fixed.  Done.

 

In the meantime, I called up Customer Service.  In a poorly scripted accent, I was told over and over again:

 

  • i apologize
  • I'm sorry this happened
  • We would like to make it better

 

All things that I simply don't care about.

 

Things I also heard, but wasn't expecting to hear:

 

  • Sorry, I cannot help you
  • No, there is nobody else you can talk to about this
  • You need to contact the credit bureaus
  • We are not trained on how this affects your credit report
  • You cannot speak with a supervisor
  • There is no other number I can give you
  • I cannot transfer you to anyone else that can help you better
  • Yes this is customer service
  • No you cannot speak to anyone else

 

I just don't know anymore.  Guess I'll start a formal credit dispute, leave some bad ratings, not shop at Best Buy any more, and waste more of my own time trying to solve a problem that Best Buy created in the first place.

 

Good luck to you all.

Posts: 366
Topics: 22
Kudos: 135
Solutions: 14
Registered: ‎10-03-2017

Re: Hard inquiry from January fraudulent charges not removed

Hello, Daniel, 

 

I appreciate your message that you've sent. 

 

I know that as someone who has had their identity used against them, it's no fun getting this straightened out. I will go ahead and forward your situation over to our contacts at Citibank. They should be able to look into this and then contact you to discuss what can be done to resolve these issues you're facing. 

 

If you have any other questions, comments or concerns, please don't hesitate to let us know. 

 

Best regards,

 

Cameron

Social Media Specialist

Best Buy Corporate

Cameron|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎05-06-2019

Re: Hard inquiry from January fraudulent charges not removed

Citi didn't contact me - why would they?  They don't care.  I contacted them.  Once back in January, once one month ago, and once yesterday where they were literally not "Customer Service" (see my post before this one, if you have any questions).

 

Why can't you people take the initiative, be adults about it, and do the right thing? 

 

Why is the onus now on me?  The compromise of my personal data due to Best Buy's neglegence and haphazard casual interest in my protection is what led to this all along.  You neglected to keep my personal information safe, which was exploited, which is why we're in this situation to begin with. 

 

And you people still can't be bothered by this.

Member
Posts: 11
Registered: ‎05-06-2019

Re: Hard inquiry from January fraudulent charges not removed

It's not a matter of "fun" or "not fun".  When your identity gets stolen do you go, "oh that's fun", or "oh that's not fun"?  Would that make any sense?  No, of course not, it wouldn't.

 

This isn't fun.  In any use of the word.

 

This comes down to Best Buy doing the right thing instead of passing the buck to Citi which, as we've already established, can't be bothered to do the right thing.  The guy on the phone told me:  "we're not trained on how this affects your credit".  If they're not trained, how can they possibly understand the significance of Best Buy's neglect in handling my now-compromised personal information?

Posts: 6,005
Topics: 81
Kudos: 565
Solutions: 343
Registered: ‎12-23-2016

Re: Hard inquiry from January fraudulent charges not removed

Hi, Daniel,

I understand how frustrating this situation is for you.

 

Please know that we've reached out to some partners to review this for you, and someone should be calling you with an update as soon as they've completed the review. It can sometimes take up to a week to really dig in tot his, but you should hear back just as soon as there is any new information to share.

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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