BestBuy.com

[Annoyedny80]

I had my credit card used fraudulently to purchase a $500 item at bestbuy.com.   I spotted it and reported it on Friday July 17th. to best buy (as well as my bank and the police)  The criminals had used my email addtess so I was getting the tracking email.  It had the fedex tracking and also the name and the address of the recipient (obvioulsy not me)

Bestbuy had two whole days to contact fedex and stop the criminal getting this stolen item.but bestbuy did nothing. I even called fedex but I couldn't change anything as I was not the sender. Subsequent phone calls to bestbuy I have been told their fraud team is investigating and wll get back to me.  No one has.  As another person has noted - there should be a dedicated fraud number as this seem sto be happening a lot at bestbuy.

I asked to speak to the fraud team and was told that back office don't take calls.

On looking at these bestbuy forums there are post after post saying the same thing as me - about  fraud and that/bestbuy did nothing. i wonder why so many scammers and fraudsters are chosing bestbuy?  Because htey don't care as they have their money regardless and will do nothing anyway.

This is a disgraceful situation,

[jdogg836]

It happens a lot everywhere, this forum just shows that also happens at Best Buy.  it's not always possible to stop a package in transit, especially when FedEx has longer than normal processing times on redirects/address changes.  This is why the fraud team usually puts their energy into parts that Best Buy can actually impact.  Keep in mind, your bank is the one who approves the transaction when the card is used, so you've got bigger concerns in that the criminals have a lot of your personal details including a fully exposed card number...so much so that your Bank can't tell the difference between you and the thieves when shopping online.

You followed the process and notified your bank and local authorities, these are the two entities with greater investigative authority over the matter.  Your bank is responsible for the fraud protection, and Best Buy will work with both of these entities for any details they need.

[Annoyedny80]

So a five minute call to Fedex to stop a crimnal receiving stolen goods is a waste of time?

[jdogg836]

As I said, it is not always possible to stop a package in transit. I merely wanted to change a package to hold at FedEx location and I was quoted 72 hours. Sure enough, it took 3 extra days to be ready by doing so.

I understand that you’re frustrated, but it’s better for the fraud team to spend their time getting transactional details for banks and law enforcement to help stop the perpetrators and improve everyone’s fraud detection/prevention than *maybe* getting a package turned around.

[Fey-BBY Valued Contributor]

Hello, Annoyedny80,

Welcome to the Best Buy Forums! Thanks for making your first post with us.

Online fraud is a huge concern these days for consumers, retailers, and financial institutions alike. Having recently been a victim of such fraud myself, I can understand how alarming it can be. I'm sorry that you're having to go through all of this.

The amount of time it may take to request to have a package intercepted can vary depending on the volume of such requests. Many couriers are experiencing delays in processing these requests during this challenging time. The best things to do when you notice unauthorized transactions on your account are to notify your financial institution and make a report with your local law enforcement. Your bank should be able to assist you with any unauthorized charges, as well as send you a new card if one is needed. Best Buy will work directly with your local law enforcement in regard to any information that they might require for their investigation, however, Best Buy would not be able to release this information to you or the public. It may also be a good idea to change your passwords for your Best Buy account, online banking account, and email account. You're also welcome to check out our floated post for more information on this topic.

I hope things start looking up for you, soon.

Best,

[Annoyedny80]

Thanks,  My bank refunded the money but it is annoying to have to change everything and I was even more annoyed at the thought of some thieves having $500 worth of produce.

Your forum suggests the following (see below):

If your BestBuy.com account and credit card information was used to create an order without your permission:

• Contact your credit card issuer or bank to report the incident. Follow any advice you are offered by them
• Cancel the order if you can, or call BestBuy.com at 888-237-8289 as soon as possible to report the incident. Best Buy can attempt to cancel the order or redirect a shipment to keep valuable products from being delivered to fraudsters
• Contact your local police and file a report
• Change your BestBuy.com account password as soon as possible

I did all this and just feel it could have been intercepted or an attempt to do should have been made.  I called myself and it seemed quite simple to change the address if you were the original sender.

[Kayla-BBY Social Media Specialist]

Hey, Annoyedny80,

Thanks for sharing this update with us! I’m happy to hear that your bank has already taken care to credit back the money used by fraudsters. I absolutely hear how it would be upsetting to know a fraudster has received products. While the person who used my card didn’t shop online, I was personally very resentful of all the nice meals they purchased for themselves with my money.

Regarding your belief that the package should have been stopped, there are a lot of factors involved with a request that, on the surface, may seem very simple. Despite the best efforts of both Best Buy and our carrier partners, intercepts or other changes to shipments may not always to successful. With that said, I’ll absolutely record your feedback here so that it can be available for the future.

If anything else comes up, please do let us know.

[Annoyedny80]

I have another question.  I have recieved a 'thanks and welcome to bestbuy' email from my other email account now.  When do these emails go out - when you order something? Has another fraudulent purchase been made?

My bank can't see anything yet but I'm obviously concernd as that email is the same I recieved when the fraud happened a few weeks ago, but that was to my other email account.

[Kayla-BBY Social Media Specialist]

Hi, Annoyedny80,

I’ll be more than glad to see if I can find any recent online orders placed under an alternative email. Can you please send me a private message with your full name, phone number, and the email address where you just received that message so I can get started? If you’ve logged into the forum from a PC you should see the blue “Private Message” button next to my signature below this post.

Thanks,

[hockeycanuckjc Community Veteran]

If I may add to this two factor authentication greatly reduces the fraud.