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New Member
Posts: 4
Registered: ‎03-06-2021

Webroot Auto-Renewal that I was not aware of

Hello,

I have been in contact with your online live chat who advised I speak to someone directly, however because I am based in the UK I have to try the forums or email rather than on the phone. I also directly contacted Webroot regarding this issue however they advised I speak to BestBuy directly.

I have had a payment taken out of my account of £36.04 (I am based in the UK, so it was $48.93 in USD) on the 21st February 2021. The man who I talked to on the online chat notified me that I have no BestBuy account, which I know that I do not as the payments for Webroot have previously only been a one time occurrence, never subscription based.
I originally had the Webroot security installed for my 2014 MacBook Air (the laptop stopped working on August 2020 so I have been unable to access anything on it) which I bought in the Best Buy in Palm Desert. I know that I paid a one off payment of £41.90 (again $48.93 in USD) on the 18th March 2020, however I have had no confirmation by email or other forms of communication that I would have an auto-renewal or another payment set up. This payment is not a direct debit coming out of my account so I cannot cancel it on my end without contacting the bank directly for fraud.

If someone could assist me in this query I would be very grateful. I am just hoping that I will not have another payment taken out next year, especially since I have had no confirmation of an annual renewal or anything of the sort.

Best Buy Employee
Posts: 2,300
Registered: ‎01-09-2015

Re: Webroot Auto-Renewal that I was not aware of

During the process of adding it to the sale, it comes up on the customer-facing keypad as a recurring charge and requires acknowledgement to proceed.  In order to add it, it would have required creating a rewards account with your name and phone number to house your subscription.  You can log in and manage this from BestBuy.com, it provides steps for creating a login and tying it to your existing rewards account if needed.  You can also call in to 1-888-BestBuy to cancel your subscription.

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: 4
Registered: ‎03-06-2021

Re: Webroot Auto-Renewal that I was not aware of

Thank you for responding, but it is clearly something that needs to be dealt with by Best Buy. I clearly don’t have an account so it’s been taken without my knowledge.
Best Buy Employee
Posts: 2,300
Registered: ‎01-09-2015

Re: Webroot Auto-Renewal that I was not aware of

If you have a subscription, you have an account. 

 

Rewards accounts are free, many casual shoppers don't realize they have one since it just shows on the receipt for the purchase/work performed.  Others use it to track their purchases for warranty work and purchase dates.  You mentioned you took the antivirus out for your Macbook at our Palm Desert location, they made your rewards account at that time if one did not exist prior.  

 

In order to process *ANY* transaction with a subscription, Protection Plan, celluar contract, etc., this information *HAD* to have been entered.  After entering it or pulling it up by number, they would have needed you to acknowledge this information is correct on your keypad to ensure there were no typos.  Again, you can make an online component to the account and link your rewards account to modify/cancel there or you can call 1-888-BestBuy.  The moderators will tell you the same pathway to get your antivirus subscription canceled, once they reach your post, as they don't have access to the subscription systems.

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: 4
Registered: ‎03-06-2021

Re: Webroot Auto-Renewal that I was not aware of

Thank you, but I have been in contact with Best Buy who have confirmed I have no account. Hence why I am contacting this forum to get in touch with a Best Buy employee. I am going to have to approach my bank on account of fraud it no one can give me an answer to this in relation to my payment.
Best Buy Employee
Posts: 2,300
Registered: ‎01-09-2015

Re: Webroot Auto-Renewal that I was not aware of

"I am going to have to approach my bank on account of fraud it no one can give me an answer to this in relation to my payment."

 

It is attached to an account, that's how they work.  If you can find your receipt for the purchase of the antivirus or the phone number given, they'll find said account.  

 

1-888-BestBuy > Subscriptions option > Provide payment information > Ask to cancel subscription.

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***
Posts: 5,921
Topics: 201
Kudos: 489
Solutions: 294
Registered: ‎08-21-2017

Re: Webroot Auto-Renewal that I was not aware of

[ Edited ]

Hi there, xtsbxth,

 

Thank you for visiting us here on our community forums. I keep a very close eye on my bank accounts and can imagine how surprising it would be to see a charge that you weren't expecting. I would be glad to help clarify what options you have available to get help with this moving forward. 

 

As jdogg836 mentioned, our team does not have the ability to make changes to subscriptions or payment associated with your My Best Buy account. While I understand it may not be ideal our phone agents can be reached at (800) GEEK-SQUAD or (800) 433-5778 and will be able to assist you in looking for this subscription and assist you in making any changes.

 

I hope I was able to help answer your question. Please let me know if I can assist you with anything else!

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-06-2021

Re: Webroot Auto-Renewal that I was not aware of

Hi, thank you for your response. I live in the UK which I why I struggle to call the US phone lines as it costs a lot.

Also, I appreciate jdogg836 trying to help, however not in a tone which is patronising. I do not have a Best Buy account and have never had one, so I would appreciate you not to talk to me in this manner.

I have explained the situation in the above message, as it is clearly not a case of a subscription but a payment that has come out of my account without my knowledge. I have been told by the online chat people at Best Buy that I have no account, although money has been taken. This is concerning as how can money be taken by Best Buy when I don't have an account. I just want to rectify the situation and make sure no more payments come out of my account.

 

Posts: 5,921
Topics: 201
Kudos: 489
Solutions: 294
Registered: ‎08-21-2017

Re: Webroot Auto-Renewal that I was not aware of

Good afternoon, xtsbxth,

 

I can certainly understand wanting to get this sorted out as quickly as possible so don't receive additional charges.

 

Our phone agents will be suited suited to review this and assist you in locating this subscription and if it may be associated with a My Best Buy account. They can be reached at (800) GEEK-SQUAD or (800) 433-5778.

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!