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Do you think the average person, especially a senior, would look at this letter and realize how important it is? This appears to be a very sneaky way to get CDs to roll over without the owners realizing it. A mention in your column could alert your readers to be watchful for this. R. Guertin
Response: What you're referring to is a letter from a financial institution informing you that a certificate of deposit you hold is about to mature and will automatically renew unless you contact the institution within 10 days after maturity. Should you fail to do so, the next maturation date would be a year later.
This information is contained in the text of the letter, which begins: "Dear Valued Customer." Above the salutation is an advertisement, in much larger type, for the CD rates this financial institution offers. We think this is probably what got your attention, and what could make it unlikely that someone would read further, thus missing the information about the CD maturation date and potential renewal.
However, this letter came from an institution with which you are doing business. We hope you give everything it sends the once-over. The extra few seconds that takes can spare you a lot of heartache later on. Thanks for the opportunity to pass on this useful information to our readers.
Long-awaited rebate is on the way
I ordered a computer and printer from Best Buy on Dec. 12 and received all the items by Dec. 22. The computer had been advertised with a rebate of $200. No paperwork was included with the order to allow me to send off for it, so I called the help number to ask about getting a copy of my invoice and the rebate form. I was told the invoice was available online and that the rebate form had been e-mailed to me. I said I had received no e-mailed form and asked that it be sent again. I was then told the form could not be re-sent, but I could get it from the local store.
I went to the store the week after Christmas and asked for the form. I was told that since I had bought the computer online, I had to obtain the form online. I finally tracked down what I thought was the correct form and mailed it off.
The Best Buy rebate was mailed the week of Jan. 5. When I checked the status on Feb. 23, I was told there was no record of the company's having received the form. I resubmitted all the paperwork.
When I checked on the rebate March 4, I got the same answer. This time I was told to fax the paperwork, which I did. On March 16, I called to check on my rebate and was told I had the wrong rebate form and that I had been sent a letter March 5 denying my claim. I never received any letter from Best Buy.
I called and was given a new case number and the correct offer number and was told to resubmit everything again. This time I was promised a check within 15 days. I still have not received it.
Every time I call, I get the same runaround. When I ask for copies of letters or e-mails that were allegedly sent to me, they cannot be supplied. Eileen Condon
Response: In the words of Katie Mount, customer care representative for Best Buy in Minneapolis:
"Thank you for investing the time to contact the Best Buy corporate office through the St. Petersburg Times. I was concerned when reading of the difficulties you described with your rebates. I know it can be frustrating when you do not receive rebates you are expecting.
"I was also sorry to learn you did not find our representatives as helpful as they could have been when you first contacted Best Buy about this matter. It is certainly not our intention to frustrate our customers when they contact our rebate center. I agree that the situation you describe is in no way indicative of the type of relationship we wish to have with our customers. I have ensured the appropriate supervisors have seen your comments. Please be certain Best Buy is making every effort to improve the overall level of customer satisfaction provided by all our representatives.
"I apologize for the delays you have been experiencing. I have requested a check for $200 for the rebate you have been having difficulty receiving. Please allow approximately three weeks for the check to arrive."
Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, e-mail action@sptimes.com or call your Action number, 727 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.
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