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Posts: 4
Registered: ‎11-21-2018
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The prepaid credit card has not been returned

I placed an order for an xbox one x-battlefield 5 bundle on November 18. unfortunately,this order has been cancelled by you in a few minutes later. But,Today is the fourth day after the cancellation of the order,why did my bank still tell me that the money was not cancelled?The man at the bank told me that you haven't sent them a cancellation massage. They also told me that they will refund immediately ,as long as they receive your refund information.Please,quickly and then I can purchase again!!!!!
Worse, I contact your customer service yesterday, he told me to contact ‭ ‬ 001 (612) 292-0995, but the telephone has been no one answered and tried several times to call directly into the space. “sorry,The number you dialed does not exist,please check it and dial later.”This is always repeated in my ear. It's so ridiculous for a big retail business
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Registered: ‎09-29-2008

Re: The prepaid credit card has not been returned

Hello cc9633,

 

Welcome to our community. I know well from my own experience how aggravating it can be to have an order cancelled. But equally frustrating is endeavoring to find help and not getting the resolution you expect. Certainly what you've experienced is not our goal and I regret any inconvenience to you.

 

At the time an order is placed through BestBuy.com, an authorization is made to the credit card used to ensure funds are available to complete your purchase. If your order is cancelled, the funds should be returned to your account subject to the policies of your bank or credit card issuer. While this process may take several business days for domestic credit card accounts, removal of the authorization for international cardholders may take considerably longer.

 

Additionally, I note that our International Orders page has been updated. Should you need assistance placing your order by phone, please call BestBuy.com at (888) 237-8289.

 

I hope this helps. Thank you for writing to us.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎11-21-2018

Re: The prepaid credit card has not been returned

Why did my bank still tell me that you did not cancel the advance payment after 18 days?They told me that they need you to cancel the advance payment
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Registered: ‎11-29-2016

Re: The prepaid credit card has not been returned

Hi cc9633,

 

While we can’t speak to any conversations you’ve had with your bank, as John has mentioned, the time it takes an authorization to be removed from your account can vary, depending on the bank or credit card company associated with your form of payment. 

 

Your bank should have a process in place to confirm this order has been cancelled, and we’ll not be collecting on the authorization tied to this order.  If you’d like to send me a private message with your first and last name, phone number, email address, and order number, I’ll be able to provide you the authorization number associated with this order, which you can provide your bank.  To send me this information privately, please use the blue “Private Message” button in my signature.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎11-21-2018

Re: The prepaid credit card has not been returned

The bank told me that you only cancelled the order and did not cancel the authorization of advance payment
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Registered: ‎12-23-2016

Re: The prepaid credit card has not been returned

Hi again cc9633,


As Sean said above, we’d be happy to check into this on our end to see if we can get you any details about that authorization hold. Please send me a private message, through the link in my signature, with your name, email address, phone number and order number. 


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎11-21-2018

Re: The prepaid credit card has not been returned

OK I have sent you a private message in few minutes ago
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Registered: ‎12-23-2016

Re: The prepaid credit card has not been returned

Hi cc9633,


Thanks very much. I’ve received that message, and will be sending you a reply soon.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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