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Posts: 1
Registered: ‎07-11-2018

Store rejected to refund prepaid plan

When I went to one of best buy stores in Valencia CA, your employee was very kind to me to explain about sim cards and plans. I needed two prepaid sim cards for me and my wife and I told about it to him. He told me that I would need two sim cards and plans. So, I decided to buy two sim cards and two $45 plans for AT&T. He never stated that the prepaid plans are non-refundable. I understand that he didn't have to mention that I can buy plans online or make multiple lines under me to get $10 off for another line since that's just for AT&T I guess. However, he must've clearly said to me that the plan is non-refundable even if it's not scratched out. When I visited customer services in store, they told me that it's not refundable even though one of your staff in front of door told me that it must be refundable even though I bought this card from another location. And he actually put a sticker on my prepaid card and let me go to the customer service in that store.

I actually found a post about the refunded cell phone plan in store, but they kept saying that they can't. I think you can help me to solve this issue since I saw a post that you solved for another customer even though he scrached out his plan (

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Registered: ‎11-10-2008

Re: Store rejected to refund prepaid plan

As with any prepaid cards, as stated in the return policy, all prepaid cards are consumable and therefore there is no return or refund.


You can see more details here:


When there is a defect in the card, usually the way it works is that you have to call ATT and they have you fax in a copy of the receipt and the damaged card itself for replacement.


However, Best Buy Staff have been known to be helpful here so you can you wait for their response. Be aware that they have limited hours on the forum this week so you may want to wait here for a reply or call 1-888-BEST-BUY for help. 


Looks like you can get direct help for your problem by using Social Media as observed in this post here : 

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Registered: ‎12-23-2016

Re: Store rejected to refund prepaid plan

Hello urmyspirit,


Welcome to the Best Buy Community forums. Thanks for reaching out to us about your prepaid phone plans.


As hockeycanuckjc mentioned, under our Return & Exchange Promise, prepaid cards such as this are not returnable. I cannot speak to exceptions made for other customers. I apologize that the person working at the door was not aware of this.


I’d be happy to double check on your specific purchase to make sure that it isn’t a returnable item, though from what I can see here it sounds like it is not. If you’d like me to check, I’d just need you to send me a private message by using the link in my signature below this post.


Please include our name, email address, phone number, and the customer service PIN from any receipt you have.



Kyle R|Social Media Specialist | Best Buy® Corporate
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