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Best Buy Employee
Posts: 2,179
Registered: ‎01-09-2015

Re: unauthorized charge by Total Tech Support

I'm going to assume that you meant the charge came in on 1-4-2021 based on this "I have not made any puchases from best buy in the last months."  I'm also not used to writing the new year and constantly correct myself.  If this is not correct, know that you may need to look back additional years on that 1-4-2021 anniversary.

 

Total Tech Support is a renewing plan for tech support through Best Buy.  It comes with many perks, including discounted Home Theater Services, Virus Removal, Operating System Reinstallation, etc.  For the full details, you can read about it here:  https://www.bestbuy.com/site/services/total-tech-support/pcmcat1494357892646.c?id=pcmcat149435789264...

 

It renews on the anniversary of the initial activation and would have been acknowledged at the time of purchase using a signature pad in store or through BestBuy.com.  You can log into BestBuy.com and under your account it will show your active subscriptions.  Looking through your purchase history via BestBuy.com, you should be able to find the transaction on or around January 4th, 2020.  Because banks don't all process charges at the same speed, it will appear in a small window around that time. Since it came out of your checking account, it would have most likely been activated using your debit card for that account. 

 

If you wish to cancel, you can call 1-888-BestBuy.  They can also assist with finding the purchase for you, but its much faster using the method above.  Due to COVID-19 and holiday traffic, the phone wait is longer than normal. 

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***
New Member
Posts: 2
Registered: ‎12-03-2020

Unaddressed issue- Formal Complaint regarding Philo subscription

Would like further assistance on this issue that I have discussed with two of your reps and posted before with absolutely no response.

 

Purchased a TV antenna from Bestbuy.com back in Oct.  With the purchase came a 30 Day Philo Subscription.  When I received the email to activate, I choose not to (I tried it last year and was not impressed).  Email indicated upon activation I would be subscribed for the 30 days then auto pay each additional month.  Because I did not redeem this, I assumed nothing more needed to be done.

 

One month later I see a charge on my card from Best Buy for Bestbuyrenewal.  Contacted Best Buy and spoke to rep who advised it was an auto payment for a Philo Subscription.  I advised I did not activate this and wanted it cancelled along with refund.  Rep said 24-48 hours.

 

Chatted with a another rep three days later who advised it was cancelled but no refund was provided nor will be provided.  Advised me it was because it was different system and they can't refund from a subscription system.  Said they understood how I felt but nothing else can or will be done.  They said they even spoke to a supervisor who said no refund nor best buy credit will or can be provided.

 

Here is the obvious troubling concerns. 

 

-A "promotion" being provided to a user that needs activation, but still charges the user when its not redeemed or activated.    

-The payment be automatically charged to a credit card saved in my best buy profile, without my authorization to charge. 

-A company unable to issue a refund nor store credit for an obvious deceptive tactic and willing to lose a customer of 25 years over this

 

Its insane that something like this is considered legal or ethical by your organization and if you consider this a viable and appropriate way to treat customers, then I will no longer consider Best Buy in any of my purchases, small or large and will use this experience to discuss with others who are considering Best Buy to purchase their items. 

 

I would appreciate any assistance you could provide