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New Member
Posts: 1
Registered: ‎07-17-2020

Double billed problem

[ Edited ]

I purchased a Total Tech Support plan on July 6th.  I was charged a renewal fee on July 13 or 14 for my previous plan.  Please refund the second charge. Ilene Albert

{removed per forum guidelines}

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New Member
Posts: 3
Registered: ‎07-21-2020

Cancel Microsoft office 365 software auto-renewal

I have tried multiple ways of cancelling

- Emailed

- Chat

- Called in at least 10+ times

The chat person told me they can't help me if I can connect with someone. The email - no reply. The call in - keeps transferring me to Geek squad where it is a 2+ hour wait or the call drops. The one person that did answer didn't understand what I was trying to do.

It has been a very frustrating experience to just cancel my auto-renewal of the Microsoft office 365 software. Can someone help me here? It is illegal to keep billing for software because of bad customer-service. Auto-renewal shoudl be an online opt-out. I will never buy software again from BestBuy

 

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Emerging Expert
Posts: 7,321
Registered: ‎02-25-2013

Re: Cancel Microsoft office 365 software auto-renewal

Is it being auto rewed by Best Buy or Microsoft?

If it is  Best Buy charging.  Access your account online and select See All your Plans and Subscriptions. Find the MS Office Subscription and turn it off

 

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I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
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New Member
Posts: 3
Registered: ‎07-21-2020

Re: Cancel Microsoft office 365 software auto-renewal

Thanks. But no such thing as plans and services in the BestBuy.com My Account. The Digital library doesnt show the product. It is being charged by BestBuy not Microsoft. With Microsoft - it is really easy to cancel. Nearly impossible wiht BestBuy. 

I am a Best Buy Elite Member customer and if my level of service is so bad - I wonder how bad it is for others.

 

 

Highlighted
Best Buy Employee
Posts: 1,935
Registered: ‎01-09-2015

Re: Cancel Microsoft office 365 software auto-renewal

If it's not showing there, then it's under another MyBestBuy Rewards account.  I'd go back to the original purchase where you enrolled and see if you can get those details and then call 1-888-BestBuy back.  Canceling is easy when you have the account information, they even provide a confirmation number when canceled.  Without it, well it can be hard to find since we have millions of customers.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 3
Registered: ‎07-21-2020

Re: Unrequested bill

The renewal sales order is there and I can see it online. There is just no way to cancel it online/ remove it from auto-renewal. When I called the 800 number I was told the dept doesnt handle it and it needs to go to Geek Squad which was a 2 hour queue. BestBuy does need to fix its systems and improve customer experience. I am wary of ordering anything that is a subscription or anything that has a renewal from BestBuy.
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Best Buy Employee
Posts: 1,935
Registered: ‎01-09-2015

Re: Unrequested bill

Unfortunately with the pandemic a lot of things normally handled by stores also gets handled via 888-BestBuy, in addition to the things they handle year-round.  Routing to the correct department depends on the options chosen.  When asked what you need help with, say cancel a plan to be routed to the correct team. If you were on hold with the correct department, and the wait time was 2 hours, I would recommend trying during off-peak times. I would anticipate a wait no matter when you call due to the overwhelming number of people who are trying to handle things from home instead of visiting stores.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Highlighted
New Member
Posts: 1
Registered: ‎07-27-2020

Refund on Tech Support

I have been cut off on chat today 3 times.  I will not post my wife's phone number here for you to look up the account.  But we own 3 computers with BB.  We have purchased many others over the years.

A few years ago we purchased my son a high end gaming computer.  My wife bought herself an all in one 2 years ago.  

In March the renewal on the service plan for my son's computer came up.  We renewed the plan.  Yesterday I made a 4 hour round trip to Sherman to get his computer repaired only to be told they do not sell warranties on that computer anymore and what we had was Tech Support.

We don't need a Tech Support Plan.  His Tech Support would be covered under my wife's computer as the plans cover 3 computers.  

We are very upset with BB.  The renewal was deceptive.  We could not get any good info over the phone before making a 4 hour round trip.  At the very least we would like a refund on the shame tech support contract. 

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Visitor
Posts: 1
Registered: ‎07-28-2020

Total Tech Support

I am experiencing great frustration, trying to return a gift package of Total Tech Support. I have called four times (a total, based on my phone records, of 3 hours and 24 minutes) and still cannot even get through to the right person. I gave a gift of Total Tech Support, and the recipient cannot use it. I have the gift card number and the order number. All I want to do is void the gift card and get a refund, but I cannot get to the right person so I can do this. On two of the calls, the call dropped on the Best Buy side just as the person answered the phone.

 

Would you please send me a private chat option so I can get this resolved? I'm on hold again, but I have no faith that anything is going to get resolved. Thank you.

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New Member
Posts: 1
Registered: ‎07-30-2020

Dispute renewal charge

Hello,

I need to dispute a $160.86 charge that I did not authorize nor need. Please advise. Thanks