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New Member
Posts: 1
Registered: ‎09-21-2017

Account hacked

[ Edited ]

My BB account must have been hacked today. Someone purchased a brand new phone. Name says Shiquita (removed per forum guidelines) on the receipt. BB allowed this person to fraudulently order an item online for pickup at what I suppose was a local BB store in McDonough, GA. They sent me a series of email. I contacted BB to stop the fraud and then they set a pick up verification 4 hours later. REALLY? I try to stop the fraudulent transaction and they want me to verify my identity. Then BB security is closed for the night at 4:30 PM. Good work BB. Let the thieves walk out the door with fraudulently ordered and boldly received merchandise.....

Posts: 3,264
Topics: 25
Kudos: 351
Solutions: 198
Registered: ‎11-29-2016

Re: Account hacked

Good morning, Troyewashington,


Welcome to our forums. I’m sorry to hear there seems to have been a fraudulent order placed using your information. It’s a frustrating experience to go through, and I’m hopeful I’ll be able to provide you some additional insight as to what steps you can take to prevent this from happening in the future.


Using the information you’ve provided upon joining our forums, I’ve located the order in question. If you haven’t done so yet, I recommend resetting the password to your account, as it looks like that’s where this order originated from. Additionally, if you ever receive an email indicating an order has been placed using your information that you’re not familiar with, you’ll want to cancel the order as soon as possible. There should be instructions on how to do this included within the email, otherwise, this Knowledge Base article may assist you further, should you run into this issue again.


Going forward, I strongly recommend filing a report and letting your local law enforcement agency know you’ve been a victim of fraud. Best Buy will fully cooperate with any investigation conducted by law enforcement.


If you have any additional questions, feel free to visit us again.



SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-21-2017

Re: Account hacked

I'm glad you guys fully cooperate with law enforcement. That's refreshing to know. What are the odds of our local law enforcement agencies investigating these crimes? Let me anwer for you... Zero. 

New Member
Posts: 1
Registered: ‎01-02-2018

Re: Account hacked

I must comment on behalf of LE Fraud Investigators and say that your comment of “Zero” is not always true.
I will agree that depending on the size of the city, most LE Agencies do not have the manpower to investigate credit card fraud cases.
The unfortunate truth is the victim files a report with the LE agency where they live and the reality is the crime actually occurred where the Suspect made the purchase from. So the report then “hopefully” gets forwarded to the agency where it occurred (if it can be identified) or where the purchase was picked up from or delivered to. Then it’s up to that agency to identify the suspect and prosecute.
In most cases these are perpetrated in large cities that are overrun with crime. Identifying the suspect can often be difficult (fake ID used to pick up the item, bad surveillance footage etc.) and some DA’s or local Prosecutors have so many cases with larger loss amounts that these get turned away.
These crimes are an epidemic and something has got to give at some point, but the reality of jurisdiction and the case load of investigators and prosecutors needs to be taken into consideration.
I do investigate these crimes when possible and forward all information to the agency where the crime actually occurred. That’s all that can be done for our local victims.
More often than not if I contact the credit card companies, who will ultimately take the loss, they are not interested in pursuing charges. They will ultimately have to send a representative to testify, and they have a huge loss threshold that has to be met before they will agree to do that.