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New Member
Posts: 4
Registered: ‎12-16-2020

double charge

Hello, I have made a purchase from best buy using the best buy card, I paid it few days later, and then it shows up again for the same amount that I owed. I called the customer service many times, all of them said do not worry it will be removed, but nothing happened. I called the bank but they also say the same. the payment is due soon and I don't want it to ruin my credit.

 

Anything can be done? Thanks

Posts: 632
Topics: 27
Kudos: 113
Solutions: 29
Registered: ‎02-08-2019

Re: double charge

Greetings, x21824,

Welcome to our community! Thank you for taking the time to bring this our attention. I can completely understand wanting to review your charges to ensure all is well with your order. I hope to be able to shed some light on what this may be!
 

When you place an online order, we authorize your credit card to make sure sufficient credit is available. A hold is placed on funds equal to your order total until the order is fulfilled. The time required to remove the authorization is determined by the financial institution that issued your card.
 

For pre-orders, Best Buy will take an initial authorization at the time or purchase/order. Unlike the normal authorization period, Best Buy releases the initial authorization after a few days. This change is due to the pre-order experience a lot of times being so far in advance of when the product is released and fulfilled and not wanting to re-authorize the customer’s account so frequently. Instead, for the pre-order experience, Best Buy will then re-authorize that amount again 5 days prior to the release date. Once the release date occurs and the product is shipped/fulfilled, we will then charge for the amount

For clarification, have you had the chance to follow up with Best Buy Credit Card support through Citibank at (888) 574-1301 to review these charges since reaching out to us here?

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎12-16-2020

Re: double charge

Thanks for the response, it was a preorder. I paid and picked up the items and everything is done already since last week. I called the bank few times and they said they will fix it but I found out later no request was put by employee. I just want to know how long it will take to adjust and I dont want my balance to go past due date and get into issues.
Posts: 632
Topics: 27
Kudos: 113
Solutions: 29
Registered: ‎02-08-2019

Re: double charge

I appreciate you following up with our team regarding this, x21824. The time for these authorization holds to be dropped is determined by your banking institution. As it sounds like you had used your My Best Buy credit card on this order, we ask that you please contact Best Buy Credit Card support through Citibank at (888) 574-1301 for more information regarding these time frames and adjustments.

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎12-16-2020

Re: double charge

I tried to but one of the agents asked for my full social security, I thought they only ask for the last 4 or they have it on file, so I was skeptical a bit. Is that normal ?

 

And if I dont contact anyone, will this still be taken care of automatically? or do I need to follow up on it?

 

Thank you

Posts: 632
Topics: 27
Kudos: 113
Solutions: 29
Registered: ‎02-08-2019

Re: double charge

Great question! In certain situations, additional information may be requested, but I'd like to direct you to review our Privacy Policy as the it contains details about what information may be collected in certain circumstances.

Based on the information you've provided, it sounds as though the transaction you were seeing was a pre-authorization hold and a charge for you pre-order. As the time determined to removed these holds are determined by your banking institution, you will want to work directly with Citibank moving forward to ensure all is well. If you weren't comfortable with working with their team over the phone, you can also attempt to contact them through Twitter at @AskCiti.

I hope this information helps!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎12-16-2020

Re: double charge

ok then I will just wait then and hope thjs gets adjusted soon, so I get it that no additinal late fees or penalties will be applied. Thank you for the help