I purchased the Samsung Galaxy SII in January. From Jan to March I had 3 replacements.in March my protection plan was cancelled. Which was fine with me because it was no use of having a plan that did not provide me with a functional phone. Matter of fact the phone still freezes up, the screen goes white or changes color. The problem is I received a letter in July stating that I had until 8/25 to respond and make a payment for the protection plan if not it would cancel. I did not respond because as far as I was concerned it was cancelled. July 17 not one, but three payments were taking out of my account. I immediately contacted customer service to ask for a refund of my money. They send me an email on 7/23 stating that it was processed for 9.99 x 2 because I did not cancel. First of all not attempt to collect a payment was made from Mar to Jul. Then you want to take 3. Secondly you want to only give me two payments since I did not cancel, which agents have said it was cancelled in Mar. I waited a month to call and find out where my refund was only to be told that it was sent to my bank and my bank has one to two bill cycles to refund it. A total lie because the bank will refund as soon as the credit appears. I spoke with 5 people only to be told the would email the "back office" since there is no direct contact. You have a department that issues refunds and takes money without authorization, but no contact only via email. Best Buy Geek Squad protection plan sucks. Not only do I have a phone that does not function properly, but Best Buy has my money and I have no protection and a phone that does not function properly. How does that sound for fulfilling the customer promise.
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