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Posts: 1
Registered: ‎08-23-2019

Payment Issue

I received an e-mail reminding me that a pre-order set to be completed this Friday should be reviewed to confirm the payment info is correct.

Well, the my bank replaced my card and I know the old one won't go through, however, won't allow me to update the payment info. I called the 800 and wasn't given any help except to say I could cancel the order and redo it. Well that's not acceptable because I would no longer get the discount on the order, plus the gift card used to pay for part of the order I can't seem to find anymore. I told this to the rep and they had no answer for me.

So, I went to the Best Buy store on Ernest Barrett Parkway in Kennesaw, GA where the order should be set for pickup. They couldn't help me either after the store clerk was on hold waiting for someone at their help # to pickup for 25 minutes.

I don't know what else to do to make sure this order is updated and not lose my gift card money nor my discount and am hoping for some help here.

Posts: 7,326
Topics: 161
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Solutions: 326
Registered: ‎11-30-2015

Re: Payment Issue

Good Evening, arehearts,


Welcome to our community! Payment related issues on orders do have to be resolved within 24 hours of occurring and I know that time-frame can spark some alarm. I can only imagine how badly you wanted the issue to be fixed since you’ve been waiting for your pre-order. We’d be happy to chat more about your experience to see what light we can shed on it for you. 


Given the sensitive information necessary to update a payment on an online order we’re not in the position to help with those kinds of requests over this medium. Also, we always recommend calling our friends at (888) 237-8289 for immediate support. We’re sorry to hear you didn’t have a successful call upon giving them a ring on Friday evening. Can you please share if you were able to get your payment issue corrected? Also, we’d be happy to document your overall experience here at our Best Buy Corporate Campus and are looking forward to your reply. 



Mariah|Social Media Specialist | Best Buy® Corporate
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