Best Buy Online - ordered fax machine - error made by Best Buy credit card resulted in order cancellation

Complaints.com received the following consumer message on August 6, 2002:

From: Cindy Miller [Email User]

RE: Best Buy Online - ordered fax machine - error made by Best Buy credit card resulted in order cancellation

Three weeks ago I tried to order a fax machine online. I put it on my Best Buy card (credit limit 900., 32$ in use). Three days after receiving a confirmation email I received a cancellation. I figured I had done something wrong. So I reordered online. Three days after receiving a confirmation, I received a cancellation. I called Best Buy. The customer service person (Belinda) checked all my information and could not find out what the problem was. She "reordered" for me. Three days later I received a cancellation on HER order. I called Best Buy.

I was told that it was due to the Best Buy credit people (by Troy) and that THEY had made the error. He TRANSFERRED ME (seems to be what they do best). The credit people told me that although I had only 32$ in use on my credit card, I had over 700$ in pending charges! They said that although the orders were cancelled, Best Buy had to contact them to eliminate the charges! I called Best Buy Back. I spoke with Dawn. She had someone else call the credit company and advised them of the cancelled orders (3). She told me that it was some error on the company's part (the Best Buy Credit Company), and that I needed to confirm my information with them and that if there was still a problem that I could ask them to do a three-way call with the Best Buy customer service. She TRANSFERRED me to the Best Buy Credit Card Company. I spoke with Tony. He verified that all my information was correct. I asked for a three way call to find out why there was a problem with the order. Tony told me they DIDN'T DO THREE-WAY CALLS! I called back Best Buy and spoke with Ben. I asked to speak with a supervisor. Ben said that they DON'T HAVE SUPERVISORS AND I COULD NOT SPEAK WITH ONE. I feel like I ought to get an emmy for patience...and Best Buy Customer Service & Credit should get the award for the worst customer service and incorrect information given. I guess total quality committment is not part of the Best Buy company nor has anyone there heard of ANY type of customer service. I am giving up and shopping ANYPLACE ELSE.