Leland T.

I've had a Best Buy account since 2008, never missing a payment if I had a balance while purchasing tens of thousands of dollars worth of products. After paying off a $633 account balance on 8/4, then buying an almost $6000 82" television on 8/28 paying $3000 at the time of purchase, On 9/21 I received a call from Best Buy/Citi Bank. A rep proceeded to tell me I missed a payment, owed the missed payment, a late fee and my next payment then demanded to know when I would make a payment. I explained there must be a mistake as I had paid my entire balance in August and just received my first bill since I purchased the television, payment due in October. The rep said I had a $28.38 that I didn't pay in September. I asked what the $28.38 purchase was and the rep told me I had 38 cents outstanding for September plus a $28 late fee. Needless to say the call went downhill from there. Even speaking with a supervisor wasn't helpful, that supervisor at one point justifying the late fee by saying the credit agreement gives them the right to change the late fee on an outstanding balance. It wasn't until I hung up and called customer service again did someone decide to waive the $28 late fee on the 38 cents balance.

I'm not sure why this situation irritated me so much but I have 3 words for Best Buy after this. Return, cancel and Amazon. I'm thinking about returning the $6000 television, canceling my Best Buy account and purchasing the television and all future electronics from Amazon. A company's customer service has to be better than this.