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New Member
Posts: 5
Registered: ‎09-24-2022

Gift Cards Failed Authorization, zero balance after canceled order

I see a lot of posts on here about this, so I'm guessing this is a recurring issue. 

 

Tried to buy a new phone and sim kit online. Used 3 gift cards to cover part of the balance. Due to a credit card issue, the payment did not go through. I was alerted on the order page that there was an issue with the payment method used and to click the button to correct it. When I did that, it took me to a page that said "Self Service Unavailable, please try again later." I called customer support and they were unable to help. 

 

I drove to my local brick-and-mortar Best Buy and explained the situation. After 20 minutes there, they decided to try canceling the order. They told me the gift card balances should be refunded within 30 minutes. It has been longer than that and the balances are all still showing zero. That's $190 of gift card balance that seemingly vanished into thin air. 

 

Given the other posts on this forum, I'm not confident that just waiting longer is going to make the balance come back. I'd like you to look into it and make sure that the cards are refunded, or are at least set up to be refunded soon. Pretty ridiculous process to have to go through for what was going to be a simple order. 

 

Thanks for your help. 

Posts: 295
Topics: 7
Kudos: 48
Solutions: 16
Registered: ‎11-08-2021

Re: Gift Cards Failed Authorization, zero balance after canceled order

Hello, mrezee,

 

Welcome to our forums! Getting a refund on gift cards can take some time, but I would love to look into this issue.

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.

Regards,

Aaron G|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎09-24-2022

Re: Gift Cards Failed Authorization, zero balance after canceled order

It has now been over 24 hours since the order was canceled, and only one of the gift cards has had the balance refunded.

 

I have been without a working cell phone for 3 days now. 

 

Please fix this immediately. 

New Member
Posts: 5
Registered: ‎09-24-2022

Re: Gift Cards Failed Authorization, zero balance after canceled order

Now approaching 48 hours... Still no balance on the gift cards. 

 

The rep above, Aaron, asked that I wait 24 hours and then reach back out. I waited 24 hours, sent him a PM, even replied in the thread too. No response from anyone. Though I see the staff has been replying to other people in the forums.... 

 

I can't believe I have to jump through all these hoops just to get my own credit back. My patience was already wearing thin but it's completely worn out now. 

 

Give me my money back. 

New Member
Posts: 5
Registered: ‎09-24-2022

Re: Gift Cards Failed Authorization, zero balance after canceled order

For those keeping score at home, here's what's transpired since then. 

 

After receiving no help whatsoever on here, I called the customer service phone number again. This time when I explained the situation, the representative put me on hold for 10 minutes, then explained that the cards should be refunded by the end of the day. She instructed me to call back if the balance is not refunded and they will escalate the case. She also provided me with a case number to reference. 

 

At 6pm, there was still no balance on the cards. At my wit's end, I called the customer service number again. This time, the representative said that he would deactivate my two gift cards and send me a new gift card for the remaining balance I was owed. He said it will arrive by mail within 48 hours and I will get a confirmation email. It's been 20 minutes since I hung up and I still haven't received an email, so we'll see if that happens. 

 

No thanks to the "team members" on this forum who couldn't even be bothered to respond to me, let alone help me. 

Posts: 295
Topics: 7
Kudos: 48
Solutions: 16
Registered: ‎11-08-2021

Re: Gift Cards Failed Authorization, zero balance after canceled order

Hello again,

 

I apologize for the delay as I was out of the office the past few days. I am glad that you were able to have the gift cards replaced. I hope they arrive soon.

 

Best,

Aaron G|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎09-24-2022

Re: Gift Cards Failed Authorization, zero balance after canceled order

Gift Card Nightmare Day 4 Update: 

 

Been 24 hours since I called and I still haven't received the confirmation email. I decided to call customer service again to get a timeline of when I would get this supposed replacement gift card, or even the confirmation email that I was receiving a gift card. After a moment, he said "24-48 hours". I asked if that was when I would get an email confirmation or the actual gift card. He did not answer. 

 

Not satisfied with the lack of answer, I asked to speak to either a supervisor or an escalation representative. He provided me with a phone number. I called it and it brought me back to the customer serivce main menu. How nice. 

 

I called again and spoke to another representative. This rep said that the request had been sent to the back office and was still pending approval. She said it would then take 7 to 10 business days for me to receive the replacement card. That's right. SEVEN TO TEN DAYS. So much for 24-48 hours. 

 

Also, why has "the back office" still not approved the new gift card after over 24 hours? They can see the two gift cards are showing empty. They can see the last charge on the two cards was for the order that was canceled last Saturday. Heck, I can see that. What's taking them so long? 

 

This has been by far the worst shopping experience of my life.