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Posts: 3
Registered: ‎03-08-2017

My rewards account merged with someone elses

Somehow my account was merged with someone else's account that shares the same name as me. I imagine this happened in store, but I can't be sure. They also managed to gain access to my login information as well.

They signed in, and placed an order for a very expensive laptop. They saved their credit card information and billing address as well.

I learned of this when I got the confirmation email. When I signed in to the account, I saw this other person's credit card information, right next to my credit card information.

I would like to know how they gained access to the account, without access to my email.

I attempted to contact customer support regarding this issue and was unable to effectively communicate what happened with the phone support. There seems to be a language barrier.

This is a serious breach of my security as well as the other person's.

I would like to speak to someone at the corporate or executive level.

Posts: 9,801
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Registered: ‎01-03-2013

Re: My rewards account merged with someone elses

Hello Erincase723 - 

Welcome to the forum, although I wish it were under better circumstances. It can be incredibly disconcerting to hear someone you don't know used your account. I'm sorry for any concern this may have caused, and I'm glad you've reached out to us right away. 

The only way to access a account is if one knows the login information, or has access to the associated email account. Please know that merging My Best Buy memberships would not provide someone else your login information. As such, I would encourage you to reset your password on your account, as well as your email account, if you haven't already. 


While it may be of little comfort, I'm glad to hear that they provided their own credit card information, indicating no malicious intent. I would be delighted to review your account on my end, and forward it onto our support teams for further review if necessary. Please see that I am sending you a private message to gather additional information. You may check your private messages by signing into the forum then clicking the envelope icon in the top right corner of the page. 


Tasha|Social Media Specialist | Best Buy® Corporate
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