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Posts: 2
Registered: ‎01-23-2023

My account hacked and items purchased using my card

My account was hacked last week.  The person who did this then used my card on file to purchase $600 worth of merchandise and have it delivered to an address in Maryland.  I see looking at this forum that this is a repetative problem and seems to be happening in Maryland.  I have a fraud case open with Best Buy and have cancelled my card and opened an investigation with the bank.  I am disappointed that I have been on the phone with customer service for over 3 hours (over the course of 2 days) and told nothing can be done to get my account back because it's got a 2-step verification code in place now that the hacker put on.  This is ridiculous.  You guys have the "Geek Squad".  I'm sure there is a way to override what the hacker did.  I asked to speak with a supervisor and was "transferred" ended up back in the customer service que twice and the 3rd time was told that a supervisor wasn't available.  What kind of customer service are you running if I can't get help after 3+ hours!!!   Not only that, but I haven't even recieved an email notification that I filed a complaint and that it's being addressed.  Instead I keep getting suggestions about what I should buy to go with the game component that was fraudulently purchased!  I am beyond frustrated and a bit suspicious that this might be an inside job since if you read similar posts they all say the same thing and that the thiefs are in Maryland!!  Please show me that Best Buy is better than this and do something to help!!!! 

Posts: 145
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Kudos: 16
Solutions: 9
Registered: ‎12-07-2021

Re: My account hacked and items purchased using my card

Hello, Zimma,


I have reached out to you through your private message to us, and do look forward to assisting you there. 



Brandon|Social Media Specialist | Best Buy® Corporate
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Posts: 124
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Kudos: 22
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Registered: ‎11-08-2021

Re: My account hacked and items purchased using my card

This topic has been moved to its own thread under the board for further review.