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Posts: 3
Registered: ‎04-14-2020

Want my usd 1,099.98 back!

[ Edited ]

On march 9th I placed the order {removed per forum guidelines} to pick up in store. The order was for usd 1,099.98, it included a computer and a drone. It was paid with a debit card and the funds where debited from my account. On the following day I went to the store and told the saleswoman that I wanted to make some changes to the order, I only wanted to pick up the drone. She told me that she had to cancel the complete order, that my money would sent back to my bank account and that I would have to buy the drone again. So I did it. On March 10th I received an email from BB telling that my order was cancelled and that usd 0 would be sent to my Visa ending # 482!!!! I called five times to BB and spoke with Jesus, Carlos, Angelica, Sanderson Young and they kept telling me different things. That I have to wait 30 days, that BB didn't collect anything so there was nothing to refund, that BB collected the funds but where sent back, bla, bla, bla. It seemed that they wanted to get rid of me telling different theories but always refusing to send any proof that the funds were refunded and returned to my bank. Some minutes ago, Sanderson {removed per forum guidelines} promised me to send a copy of the chat session but he lied to me and didn't honor his word. It passed 45 days from my purchase and still nothing. I have no help from customer service to get my money back. Is that BB business? Please I need someone to take care of this and check that no funds were returned! In the event that it were refunded I need a proof of it to show to the bank. Rgds

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Posts: 4,347
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Registered: ‎11-29-2016

Re: Want my usd 1,099.98 back!

Hello, Alejandro2020,

 

Welcome to our forums.  I know whenever I cancel an order, I’m hopeful my funds will be available to me again as soon as possible, so I completely understand why you’d want to make sure yours are as well.  I’m hopeful we’ll be able to answer any questions you might have.

 

Once your order is placed, we’ll submit an authorization request to your bank or credit card company.  On your end, this would typically show as a pending charge on your statement.  Once your order is picked up from your local store, or shipped to you, your card will be charged, and the charge should transition from “pending” to “completed” or “authorized”. 

 

With that said, if your order is cancelled, we’ll release any authorization holds on our end, to let your financial institution we won’t be collecting those funds.  From there, the time it takes those holds to be removed from your statement can vary, depending on the financial institution.  These timeframes are outlined in our Cancel Your Order Help Center article. 

 

As it sounds like one of our representatives have mentioned, if your order is cancelled and the authorization hold released, you’ll typically not see a refund on your statement, because no funds were collected.  If you’re seeing the funds collected from your card on, or the days following March 9, I’ll be happy to take a closer look.  For me to do so, I’ll ask that you send me a private message with the following information:

 

  • Your first and last name
  • Your phone number
  • Your email address

 

To send me this information privately, be sure to use the blue “Private Message” button in my signature.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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Registered: ‎04-14-2020

Re: Want my usd 1,099.98 back!

[ Edited ]

Hello SeanM, thanks for your reply. Things didn't happen as you described. I placed my order on March 8th at night. On March 9th (1:58 am) I received your mail confirming operation, at the same time I received a notification from my bank that my funds were collected (Bank transaction # {removed per forum guidelines}. I paid with a debit card (no credit card). On March 10th, once in the store, the saleswoman cancelled my order and told me that the funds would be back in my account. But I can see in my account the order cancelled with usd 0 back to my debit card!!!! Last tuesday received an email from Jean (Best Buy Customer Care) telling me that they processed the refund of usd 1,099.98 on March 10th!!!! (Reference ID: {removed per forum guidelines}. I've checked with my bank and they have no pending balance. This is all very confusing.

 

I've contacted customer care several times, everytime I received different explanantions but the money still is out of my account. I suspect that the operation was treated as a credit card operation when it was a DEBIT CARD operation. So you shouldn't release the funds but send them back instead.

 

I'm sending a private message with the requested information. 

 

rgds

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Posts: 4,347
Topics: 43
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Registered: ‎11-29-2016

Re: Want my usd 1,099.98 back!

Hello, Alejandro2020,

 

Thank you for getting back to me with this information, and sending me your information via private message.  I’ll be replying to your message momentarily, which you’ll be able to read by clicking on the orange envelope in the upper right-hand corner of your screen.

 

Speak to you shortly,

SeanM|Social Media Specialist | Best Buy® Corporate
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Re: Want my usd 1,099.98 back!

Hi SeanM, tks for your kind reply but this is the same I've got before. I cannot understand why is so difficult for you to send me a proof of the transference of the funds. Do you have it? The email is not enough for the bank, they need a transaction number, a swift or whatever. As I wrote before it seems that BB wants to get rid of me. If BB transferred the funds then should send me a proof so I can claim against the bank. As you can imagine at this point I paid for a computer I never received and per the instructions of your saleswoman I was induced to pay twice for a drone! I need that Best Buy take care of this issue and help their customers!
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Posts: 4,347
Topics: 43
Kudos: 412
Solutions: 255
Registered: ‎11-29-2016

Re: Want my usd 1,099.98 back!

Welcome back, Alejandro2020,

 

I understand the information I provided you via private message is the same information you’ve heard before, however, there’s not an alternate answer we’ll be able to provide you.  As mentioned, our system is showing no funds have been collected for this order, and if you need anything else confirming this to provide your bank, you’re welcome to utilize our Guest Order Lookup Tool to review your order details further.  Following that link, you’ll be asked to enter your order number, last name, and phone number.  From there, you should be able to see the total funds collected for this order are $0.00.

 

Going forward, I recommend continuing to work with your bank to investigate any unfamiliar charges you might be seeing on your account.  Our answer will remain unchanged.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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