The customer service rep must have provided an old address. This forum provides the same level support as an email inbox while also providing the team with better tracking for the issues they need to help with. You can post here, or if you wish to keep it private you can wait for the moderators to reply and then private message them. If you do choose to post here, remember to avoid posting any personal information like order numbers, full names, etc.
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***