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Posts: 2
Registered: ‎08-05-2022

Continuing payment problem

I am having a continuing payment problem with movie preorders. The initial preorder charge works fine. The issue is with the charge before the item is shipped. I get a notification that there is a problem with my payment and to update my payment information. This has happened several times and has resulted in many order cancelations by Best Buy. On my most receint oreder I tried redoing the payment 9 times and they all came back with a payment issue. I have entered all my payment information correctly. I had 2 representatives try the payment over the phone with the same result. It has noting to do with my bank. As if it is a item in stock or the initial preorder charge there is no issue. And there is enough in my account. I tried a payment while on the phone with my bank and they stated that the 3 digit code is incorrect. I have entered the 3 digit code correctly. I have had horrible customer service with the agents over the phone. They have not listened to what I have said. So I have had to repeat myself several times. Some of them didn't even understand how a preorder works. They kept saying it was my bank. And I had to tell them several times it was not and what I did to check that avenue. No one had an answer for the problem. Today alone I had spent over 5 hour on the phone with 7 different representatives. Two time I was disconected and noone called me back, even though they verified my phone number to call back incase we got disconnected. I was also told a manager would call me back in 10 minutes. No one called back. One of the other times I called about this on a previous order I was told that they escalated it and someone would contact me in seven to ten days. No one contacted me.I have lost all my faith in Best Buy customer service. I may have to look at another avenue other than Best Buy to make my purchases. And that is several hundred a month. How can I get this resolved?

Posts: 344
Topics: 7
Kudos: 50
Solutions: 19
Registered: ‎11-08-2021

Re: Continuing payment problem

Hello, Phantm72,


Welcome to our forums! It sounds like you have had several payment issues, so I can understand your concern.
I’ll be happy to take a closer look into this matter and offer any additional assistance I can, however, I’m hoping you can provide me with a few pieces of additional information before I’m able to do so.  If you could use the blue “Private Message” button in my signature to send me:

• Your first and last name
• Your phone number
• Your email address
• Your order number


This should be enough for me to begin my research, and hopefully get you the assistance you’re looking for.


Aaron G|Senior Social Media Specialist | Best Buy® Corporate
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