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Member
Posts: 15
Registered: ‎01-24-2017

Every pre order being cancelled

My wallet got stolen a while back and I had to replace my Best Buy Credit Card. (it's the store card not mastercard/visa). I have been able to use it perfectly fine on new orders. I have quite a few pre orders that I made when Gamers Club Unlocked was still a thing so those existing discounts are still applied.

 

When I updated when one of them with my new credit card that I confirmed works, the order instantly cancelled itself. I tried doing a few other pre orders and they all cancelled about 5 minutes after the authorization. I tried calling the eliete plus support line and they honestly didn't even seem to understand what I was trying to tell them. They told me to call card services and they told me that my card had no issues, which I assume since I can use the card to place orders just fine. They sent me back to Best Buy support who then told me that a "verification team" would get a hold of me. I have not heard back. I'm not sure what do to here. I don't want to lose these discounts since I will not get them back if I have to create new orders.

 

I saw you comment on another issue yesterday for this same issue. Wondering if you could give me a hand.

 

My shipping/billing address for the credit card and bestbuy.com have remain the same for 3 years now. 

Member
Posts: 15
Registered: ‎01-24-2017

Re: Every pre order being cancelled

Just to clear the basics.

 

1) They are pre orders for video games and some for blu ray movies 

2) My billing and shipping information are the same, and have not changed for 3 years

3) I can walk into a store and use this card/ I can place an order online for an in stock item and it will process

4) The available credit for my Best Buy Credit Card is ALWAYS over $3000. 

 

Posts: 6,740
Topics: 125
Kudos: 396
Solutions: 308
Registered: ‎11-30-2015

Re: Every pre order being cancelled

Hey, JohnAddy,

 

Welcome to our community! Thank you for letting us know that you’re having some issues with placing your orders on BestBuy.com using your Best Buy Credit Card. We can only imagine how stressful losing your wallet could be, we’d be happy to see what light we can shed on this for you.

 

Purchases made on BestBuy.com can be cancelled for a variety of reasons. It’s possible that your orders may not be adhering to our Terms and Conditions, however, we’d be happy to take a peek into them to see what additional insight we can share with you. Please send us a private message with your full name, phone number, cancelled order numbers, and email address. A private message can be sent to us by choosing the blue “Private Message” button next to my name.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 15
Registered: ‎01-24-2017

Re: Every pre order being cancelled

I am being told: "You have reached the limit for number of private messages that you can send for now. Please try again later."

 

How else can I get ahold of you? 

 

Member
Posts: 15
Registered: ‎01-24-2017

Re: Every pre order being cancelled

Never mind, it sent this time

Posts: 6,740
Topics: 125
Kudos: 396
Solutions: 308
Registered: ‎11-30-2015

Re: Every pre order being cancelled

Hey, JohnAddy,

 

Can you please clear your cache & cookies for your browser? Then log back in and sent us your reply. This error message pops-up from time-to-time and that seems to fix the issue.

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 15
Registered: ‎01-24-2017

Re: Every pre order being cancelled

Thank you, I was able to get it sent through 

Posts: 6,740
Topics: 125
Kudos: 396
Solutions: 308
Registered: ‎11-30-2015

Re: Every pre order being cancelled

Hello, JohnAddy,

 

Thanks for letting us know that you were able to get through, we really do appreciate it. While taking a further peek using the details you had shared, it looks like you’ve also reached out to us on Twitter too. My teammate Andrew B is going to take point on this issue moving forward. Please note, posting on more than one of our social media platforms at the same time regarding the same concern can create more work for us as we’re all on the same team. We’d be happy to help you on any of our social channels in the future, we hope you have a great rest of your day!

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 15
Registered: ‎01-24-2017

Re: Every pre order being cancelled

Can I get an updated? I have not heard back from anyone yet. 

 

I also need to know that I will not lose the discounts from the gamers club unlocked. It's not really my fault that someone decided to steal my wallet. I had 6 games pre ordered that still had that discount applied. Having to create new orders and losing that discount is just not something I want to have to deal with

Posts: 6,740
Topics: 125
Kudos: 396
Solutions: 308
Registered: ‎11-30-2015

Re: Every pre order being cancelled

Hello, JohnAddy,

 

Thanks for sharing that you’re looking for an update on this matter. It does appear that Andrew B. is currently out of the office, however, I’m not seeing that we have an update to share with you at this time. It can take our Verification Team some time to complete that investigation and we appreciate your patience in the meantime.

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!