Other Customer Service Support

[pua733]

I am very up set. i had very very bad experience on the phone with geek squad. 

i called and tried to explain  that the cell phone i am being charged $8.37 per month - we trade in novembr 2018 and got the new iphone XR but the guy on the phone was so RUDE - his name was Xaivior- i ask for manager and was put on hold for over 20 minutes; try to call back again and got put on hold. i want to make sure i am getting my refund because best buy is charging me cell phone protection for a cell phone that we trade in november 2018. 

thank you

[jdogg836]

Stores do not handle the monthly billing, it is done at the corporate level. You should be able to contact Geek Squad at 1-800-433-5778 to have that canceled. Ordinarily, these plans continue until they are either canceled by you or until they hit the 24 month mark. If you didn’t notify them that you no longer own the phone, they would have no way of knowing to cancel your plan. Typically m, these charges are non-refundable after the fact since the phone was covered against accidents/repairs during those months.

[JJ-BBY Retired: Social Media Specialist]

Hello, pua733,

After trading in your old phone and discovering you were still paying monthly for your insurance would be upsetting to say the least.  Thank you for stopping by the Best Buy forums so that we can take a closer look into this for you!

Using the email, provided at registration, allowed me to locate a case that was opened up for you yesterday.  I’m showing this case is currently working with the appropriate support teams, and you’re supposed to be hearing back within 7 to 10 business days. 

If you have any questions after this time passes, know that we’ll be here ready to help!

[pua733]

i need to be assured that i am going to get the refund for the months that i trade in the phone and any service fee also!
i do not understand how you can charge a customer a cell phone protection plan when they do not have the phone ;(

[pua733]

at the time the sales person at best buy sold the new phone and took the old phone- he should have advise us to call geek squad to cancel the protection plan or something- instead of charging us months and late fee for the protection plan on a phone that we do not have-
what would have happen if i did not call - you keep charging me-
i cannot get in touch with a manager or anything -
very upset with best buy

[JJ-BBY Retired: Social Media Specialist]

Hello again, pua733, 

The response you're supposed to be receiving from our support team should detail exactly what is going to take place.  I would be unable to provide you with a response that hasn't been authored yet, but the good news is that your case is with the proper team.  Thank you for sending your private message to another moderator, and please let us know if you have any questions after hearing back from the support team! 

[pua733]

i am very upset with best buy- i tried to call over 5 phone calls to speak to a manager- 

bottom line

i want to be assure that i will be REFUNDED all the monthly fees that i paid for the protection plan on a phone that i do not have and any and all late/service fees because i thought i had no phone protection plan but was put on my account automatically and being service/late fee also- 

if i did not try to call or cancel this phone protection plan - best buy would keep charging me for a cell phone protection plan for a phone that i do not even own. 

please help me remedy this situation because i cannot get in contact with any one by phone - 

thank you 

[pua733]

how do you get in touch with a MANAGER at best buy?

thank you

[JJ-BBY Retired: Social Media Specialist]

Hello, pua733. 

Your patience is all we can ask for until the support team reviews your case that is in escalation, which they've asked for 7 to 10 business days.  Realizing you're looking for an immediate response, please accept my apologies in advance for not being able to assist you until you hear back from the support team reviewing your case.  

[JJ-BBY Retired: Social Media Specialist]

Good afternoon, pua733, 

You're welcome to call us over the phone at (888) 237-8289, for further assistance at anytime.  Although I cannot promise a different response will take place, I will cross my fingers you're able to get the assistance you're looking for.