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New Member
Posts: 3
Registered: ‎07-02-2017
Accepted Solution

Fraud and changed Email leads to no account

[ Edited ]

I have called BestBuy support twice to get the issue solved but when transferring me to a BestBuy Specialist the call dropped both times. I don't want to plea my case again through the phone and have the issue happen again so I will type it out here. 

 

At 11:30am March 2,2018 someone was able to change my BestBuy.com email address and get access to my account. One minute later at 11:31am March 2,2018 an order was placed using the account, mind you changed email but I still received the order number and name of the indivdual who placed it. ORDER #{removed per forum guidelines} was fraudulently placed by someone named Mark which is not my name. Speaking to the first representative on the phone the order was able to be cancelled. However the problem of still getting access to my account persist. SInce the email address was changed, BestBuy.com does not recognize that an account existed with my email and instead ask me to create a new one. Trying to recover using password recovery gets the following email:

 

Subject: !! Password reset didn't work !!

 

You may need to create an account. 

We received a request to reset your password on BestBuy.com®. 

However, we don't have an account associated with this e-mail address. You can try to sign in with a different e-mail address.

You can also create a new account using any e-mail address you choose. 

Happy Shopping! 

Your Best Buy Customer Care Team

 

 

My BestBuy account had all my personal information, purchases made, and most likely a still working credit card on file. I have no way of getting access to it! This is unacceptable BestBuy and my privacy has been breached.

 

 

-From an Angry Patron

     Daniel

Posts: 901
Topics: 10
Kudos: 86
Solutions: 42
Registered: ‎10-19-2017

Re: Fraud and changed Email leads to no account

Hello DannyC,

 

Welcome back to the Best Buy forum!  I’m disheartened to hear that someone was able to use your account to place an order without your permission.  I know from personal experience how frustrating and infuriating that can be. It sounds like you’ve already made great process in canceling the order but I would be happy to do what I can to try to assist going forward. 

 

Generally speaking, if you have an unauthorized transaction on your bestbuy.com account, you should follow the advise of this Knowledge Base article regarding those sorts of transactions. Most of the time, you should be able to trigger a password change from your account, but as you’re saying that you have not been able to access your account, that wouldn’t be possible for you alone.  I would be happy to try to assist.  Can you please send me a private message with your correct email address and phone number?  As you may know, you should be able to send a private message by clicking on the blue “private message” button in my signature.  I look forward to hearing back from you!

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-02-2017

Re: Fraud and changed Email leads to no account

Thank you very much for helping me get back access to my account. I have updated the password to better protect my account from any future problems similar to what happened. 

 

I was not as speedy as I should have been replying to messages since my schedule has not been as flexible lately but the issue was resolved nonetheless. 

 

Thank you BBY Team and Kayla-BBY!

Posts: 901
Topics: 10
Kudos: 86
Solutions: 42
Registered: ‎10-19-2017

Re: Fraud and changed Email leads to no account

Hi there, DannyC,


It’s great to hear that you’ve now been able to update your password!  I totally understand being busy with life, but I’m so happy you contacted us to begin with so I could assist.  If you have any other concerns in the future that I can help with, please feel free to reach out as I’m always happy to do what I can. 


Kind Regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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