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New Member
Posts: 3
Registered: ‎01-01-2021

Prepaid card double charged

I purchased a smart home device online today.  I was double charged for the device. I contacted my card company and they reported the transaction was completed both times. I subsequently contacted Best Buy customer support multiple times and was told that no transactions had been completed and that there were insufficient funds. As of now I am out $270 and nobody knows where the money is. I have the online transaction histories showing that I was double billed and that the money was collected by Best Buy. I would really appreciate some help with this period.  

Best Buy Employee
Posts: 2,302
Registered: ‎01-09-2015

Re: Prepaid card double charged

From the site Terms and Conditions:

 

Paying for Your Order

Generally, we’ll charge your payment method for an item when we ship the item to you or confirm its availability in store. For digital items, we’ll charge your payment method when you initiate the download of the product or the product is placed in your account and available for use. For special-delivery items, we’ll charge your payment method when you confirm a delivery time. However, we will preauthorize your order amount (including for pre-orders) with your payment method at the time you place the order, which may have an effect on your available credit line. If a preauthorization of a pre-order expires before fulfillment, the preauthorization will be reversed and another preauthorization will be made closer to the confirmed availability date. 

 

The process described in the above text is responsible for 99.9% of the instances of customers feeling they were "double charged".  The way orders are processed really doesn't allow for this to occur.  I would recommend reaching out to the card issuer and discussing their process/timeline for returning the pre-authorization funds.  Normally, it takes 3-5 days but some types of financial institutions have been known to take a full billing cycle.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 9,657
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Registered: ‎11-10-2008

Re: Prepaid card double charged

Just my experience, but I used to use a Green Dot Prepaid card and authorizations used to take 10 days to get them dropped off.

 

The prepaid card instructions usually warn of these inconsistiencies in the pre-authorization process. There was an exception to the rule where if you had a 3 way call with the merchant , card issuer and you, they would release the hold upon request.

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New Member
Posts: 3
Registered: ‎01-01-2021

Re: Prepaid card double charged

Thanks for the reply. The item was available in store for curbside pickup. I downloaded the card transaction history and there were 2 completed transactions both for the amount of the item. The prepaid card had a set amount of funds on it. To check, I subtracted the double billing from the original funds balance and the remainder of funds confirmed the double billing. The card company reported to me there was double billing but stated they could not do anything as the funds were already taken.
New Member
Posts: 3
Registered: ‎01-01-2021

Re: Prepaid card double charged

I wish I could do the 3 way calling. Unfortunately no wanted to help me with this. It was very disappointing from a customer service standpoint.