05-10-2021 09:10 AM
I was supposed to have my accounts mergered, because apparently there were two accounts with the same account number but separate telephone numbers. I had opened a ticket on April 26th, it is not May 10th
I have tried for a week to get elite customer service support, I get to the wait time is 3 minutes...then "Due to technical difficulties, we are unable to anser your call at this time." This has been going on for 5 Business Days, that is unacceptable.
My problem: My accounts were supposed to be merged, I have well over 1400 points that are not showing up. The purchases show up under my bestbuy purchase history, the points show as applied, but my point balance is 0. I just was able to am on hold of customer service and now 40 minutes on hold with someone who does not understand English. I asked to be transfered to someone who can assist. They of course put me on hold, then the line goes dead.
I have been an elite plus member for the past three years and never had problems like this.
1) Why is their ongoing phone issues over 5 days with the message above and even after 30 attempts and one actual connection to a live person, they are unable to address or resolve my issue.
2) How can I get somoeone who knows what they are doing to help me with my issue?
05-10-2021 11:33 AM
Greetings, RCOS, and welcome to the Best Buy forum,
A merge is a great option when a member happens to have more than one rewards account, as it's just easier to have everything in one place. It certainly came in handy a few years ago when I somehow ended up with three rewards accounts of my own. Any active points or certificates in a secondary rewards account should transfer over to the primary following the merge.
While the actual processing of a merge isn't difficult, any merge request submitted via chat or phone has to be dispatched to a back-office team for processing, which can take upwards of five business days. Luckily, you've registered for the forum, so we can potentially speed up that process, and in the future, I'd encourage you to connect with us on the forum rather than spend your time calling in and potentially sitting on hold or being transferred to different departments.
As far as your points, having more than one rewards account could certainly help explain why it appears points are missing, as they might be attached to another rewards account; however, if you can see the purchase details and awarded points in your rewards history online, but the points are reflected in your balance, then you may not have a second rewards account and a merge isn't actually needed. It could be that at some point in time your balance went negative, and the points you've been awarded just haven't brought it back to the positive.
Either way, I'll figure out where your points are and help get your rewards account straightened-out once and for all. I'll just need to gather some additional details from you first. Please send me a private message with the details listed below, by clicking on the blue button found in my signature, and I'll take a closer look at your rewards account.
05-12-2021 06:01 PM
I sent you all the details this morning. After being promised by phone support this woudl be fixed by today, its another let down, hopefully you can help
05-13-2021 11:10 AM
I can see the private message you sent, and I'll be replying shortly. You can read a private message by logging into the forum and clicking on the envelope at the top of the page.
05-16-2021 11:15 AM
As of a few minutes ago, your rewards account should be fixed. Your points balance is no longer negative, which is why it appeared as if awarded points weren't actually counting. Please reply to the private message I sent you if you have any additional questions.