Best Buy/Capital One Account Protection Program falsely represented the Account Protection Program and how payment for it was reported on credit card statement Carol Stream Illinois

In August 2010, we purchased a home theater system from Best Buy and took advantage of their 36 month interest free financing.  When we were signing the paperwork at Best Buy, the person who was assisting us with the paperwork asked if we wanted Account Protection.  We specifically asked if it would cover us in the event any of the purchased components broke during the first few years and she told us yes, so we signed up for it.  

After our first several payments that we made, we noticed that the $40/month payment (which was more than the minimum payment) was not bringing our total down on our purchase.  There was always about $27 that was going to the Account Protection plan.  We called to inquire what this was about on two separate occasions and each time a customer service representative assured us that we would want to keep this program.  We asked if it would cover any problems that we had with any of our components and they assured us it would, so we retained the Account Protection. 

After a year of paying the Account Protection, we called again to customer service and got an individual who explained that we were actually paying for a service that would cover our payments if we lost our job and couldn't pay on our account.  When we discovered this, we promptly cancelled this service and told the representative that we believed we had been mislead.  They launched an "investigation" and sent us paperwork confirming that we had signed up for this service.  While we were upset that we had wasted an entire year paying for this service, we chalked it up to a big learning lesson.

Fast forward 2 years and we just made our last payment on our account which was the Promotional Payoff Amount.  When we received our latest statement, it said we still owec $264.39.  When I called Best Buy/Capital One, I received the runaround as to what the amount owed was for.  After spending an hour on the phone, we was told that the Account Protection Plan was never paid on and loaded to the end of our payment plan.  Therefore, we needed to pay the additional amount to satify our account.  We were furious that when we were receiving the statements, it appeared that we were paying each month on the Account Protection Plan.  We feel as though Best Buy/Capital One was very misleading on their monthly account statements.  

When we told the Elizabeth, Account Manager from Customer Service, and Arlene, the Debt Protection Manager, that we were mislead, they both apologized but stated that this was what we owed.  We clearly believe we were purposely mislead on three separate occasions.  It appears to us, that Best Buy/Capital One has trained and encouraged their personnel to create a state of confusion and deception in order to profit.

We are interested in knowing if anyone else has encountered this situation and what their outcome has been.  We believe Best Buy/Capital One is profiting from their misleading practice.