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New Member
Posts: 3
Registered: ‎11-25-2019

Lost order and bank draft

Greetings,

 

My daughter is in Kuwait and purchased a Mac online. The order was "lost" and she was refunded. However, she continues to have her bank account drafted for the AppleCare for the computer that was not received. She has made numerous attempts via email and on the phone with Best Buy respresentatives, but has had no solution.

 

Who do we need to talk to or how can this be resolved??

 

 

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Posts: 7,180
Topics: 115
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Registered: ‎12-23-2016

Re: Lost order and bank draft

Hi, MzBlaq,

 

Welcome tot he Best Buy Community forums. Thanks for reaching out about this. We should have been able to cancel that AppleCare subscription for her over the phone.

 

Can she give us another call at (888) BESTBUY or (888) 237-8289? If she tells us she needs to cancel that plan, we should be able to do it for her. Protection plans can only be cancelled over the phone, by the original purchaser, so that is the best next step. If she had called previously to discuss the lost item, she may not have been directed to the right team, so asking to cancel the plan is the best bet.

 

Sincerely,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎11-25-2019

Re: Lost order and bank draft

She's done that several times....

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Posts: 7,180
Topics: 115
Kudos: 451
Solutions: 394
Registered: ‎12-23-2016

Re: Lost order and bank draft

Hi, MzBlaq,

 

In that case, please have her register an account here and reach out just as you did. We can check the subscription out, and  see if we can provide any additional direction. 

 

Sincerely,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎11-25-2019

Re: Lost order and bank draft

Thank you Kyle for attempting to help us.

 

I have reached out over the phone (3 hours) and inside the store.  In the store, I waited while the staff called, was transferred, called and was transferred and eventually was told (by the "hightest office we can call," to just tell her bank to handle it.

 

Her bank cannot stop a draft that is not processed.  

 

When her computer was lost in the  mail, the company refunded and "completed" her order without cancelling it, so that's apparently why Best Buy continues to put her account on hold for the insurance on a computer she never received.

 

My daughter really cannot spend time trying to do this because she is deployed, so ANY advice I can get to help her would be GREATLY appreciated.

 

Any other advice??

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Posts: 2,332
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Registered: ‎10-19-2017

Re: Lost order and bank draft

Hey MzBlaq,

 

Thank you for the update on your daughter’s situation. As Kyle mentioned, because we care deeply about the privacy of our customers, to cancel a plan we would need to have that done by the original purchaser over the phone. Please see more about our Privacy Policy here.

 

Apple will likely have a similar privacy policy to protect your daughter’s account. As you’ve said she has not been successful cancelling the AppleCare plan via Best Buy, she could call Apple at (800) 275-2273 directly regarding cancellation of her account. She could also visit Apple.com/support to see if any other options are available.

 

With all of this said, if your daughter would like to give you Power of Attorney (POA) and that documentation can be provided to Best Buy for it to be on file, those documents could potentially help if she is unable to connect with us via phone or with Apple. Best Buy representatives should not release information about your daughter’s account to you without legally verified POA documentation on file. I’ll be sending you a private message shortly with directions on where POA documents can be sent if that is something you and your daughter would like to pursue.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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