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Posts: 1
Registered: ‎05-10-2022

Re: Bad customer service experience

I, too, have been having very poor experiences with credit card customer service. I called on April 30, 2022, to make a payment and set up an Allocated Payment plan. This means, a portion of my payment would go to the promotional balance and remaining amount would be applied to the conventional balance. The representative I was speaking with was Faith. I was making a total. Payment of $75.00, of which $60 would be applied to the promo balance of $333, the $15 would be applied to the other charge balance of $210. Faith had gone as far as giving me my new updated balances. At that time I requested a confirmation number emailed to me. She assured me I would receive the information in the mail as it was going to include the agreement we made regarding the Allocated Payment plan. Well, much to my surprise, yesterday, May 9, 2022, I receive an email notification from my bank regarding a change in my credit report. Also yesterday, I received the letter via USPS, from Best Buy confirming the payment plan but NOTHING about the payment. The notification I received from my bank showed an over due payment for Best Buy AND THEY HAD DECREASED MY CREDIT LIMIT FROM $2000 TO $650!! I AM LIVID!!! I email customer support many times during the wee morning hours explaining the representative failed to complete my transaction for payment on my account which, in turn has placed a mark on my credit report. Since opening this account, I have NEVER been late with payment. In fact, I have set my own personal payment schedule so I will pay off the balance of the promotional offer before the end date of September 1, 2022. But, because my payments were NOT being applied to ANY PART OF THE PROMO BALANCE, I FEEL CITIBANK DOES THIS PURPOSELY TO MAKE CUSTOMERS DEFAULT ON THE 12 MONTH NO INTEREST PROMOTIONAL AGREEMENT. TODAY, I spent 1 hour 17 minutes and 34 seconds on the phone with 4 different representatives to correct this. NOT one could help me. They were telling me I am now two months delinquent and I must pay 2 times the minimum payment which is due in June 1st. These people DO N0T GET IT. I insist on getting this mess reversed as the customer rep FAITH, HAS ALLOWED MY CREDIT SCORE TO DECREASE BY 34 POINTS!! I WANT MY CREDIT LIMIT BACK, I WANT THE LATE PAYMENT REMOVED, I WANT MY PAYMENTS TO BE SPLIT TO INCLUDE THE PROMO BALANCE. AND MOSTLY, I WANT AN APOLOGY.
Posts: 953
Topics: 55
Kudos: 106
Solutions: 50
Registered: ‎07-23-2018

Re: Bad customer service experience

Hello, Inkiedo, 


Thank you for visiting our online community. As someone who closely monitors their finances, I understand why you’d want to properly arrange and allocate your payments, as well as maintain a solid credit score. Based on what you’ve described, it sounds like these are matters you had discussed during your phone conversation. I would encourage you to contact Best Buy support through Citibank by calling (888) 574-1301. Their team would be in the best position to discuss the status and options for your account. 


While our team would not have access to your My Best Buy Credit Card account details, if I can be of further support, you are welcomed to send me a Private Message. My normal schedule is Sunday through Thursday. To send a Private Message, please use the darker blue icon, which is located across from my signature. 



Sarah|Social Media Specialist | Best Buy® Corporate
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