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Posts: 1
Registered: ‎11-14-2019

Order was put on hold, then cancelled.


So I have an issue with a recent order. I had placed a preorder for several games. All was well until my Best Buy Credit Card was compromised (fraud), and I had to get a new one. During the call with Citibank, I had asked them if changing cards would affect any of my preorders. They assured me it would not since it's the Best Buy Card

Just to make sure, I chatted with a Best Buy representative online and they assured me that the current payment method would transfer over to the new card. It didn't happen. After that, I called Best Buy customer service, and they told me they could put the order 'on hold' and to contact them when I receive my new card to switch over payment methods. They assured me that, as long as the order was on hold, it will not be cancelled. Only to find out today that my order had been cancelled. I chatted with a representative again online, and they said that they could not help me.

Ordinarily, I would just replace the order. But at the time of preordering I had Gamers Club Unlocked. Now, I do not. On top of that, now I will lose my $10 preorder bonus since the game just came out.

If anyone could help me sort this all out, it would be greatly appreciated.
Posts: 7,580
Topics: 317
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Registered: ‎09-29-2008

Re: Order was put on hold, then cancelled.

Hi, Tcal,


Welcome to Best Buy’s forum, and we appreciated you taking the time to register onto our community. Having your credit card stolen is very frightening, and I'm very unhappy to hear that this has occurred for you and that you've had to cope with these circumstances.


Our team will like to review your order and see how we can help. We will like to collect additional information from your order, to do so, please send me a private message with the following: 


  • Name
  • Email address
  • Phone number
  • Order numbers 


To send a message, log into the forum and select the ‘Private Message’ from my signature. 


Thank you,

Karina|Social Media Specialist | Best Buy® Corporate
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