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New Member
Posts: 8
Registered: ‎12-10-2014

Certificate error on my account

I'm running out of options, so I'll post my question here.

 

I had a certificate I redeemed in March of this year. While the certificate does not show up in my avaialable certificates, every place on my account page, it tells me I have a certificate avaialable.

 

I've been calling customer service for the past 7 months, roughly once every two weeks when I have an hour or two to spare and feel like getting boiling angry. Each time, I'm assured that the issue will be resolved in 2-3 days, I'll be contacted via e-mail when it's resolved. Never have been contacted, but then it's never been resolved.

 

The last person I spoke with on the phone basically told me he was the end of the line, no further escalation avaialable, and (direct quote) "Sorry that you feel your issue hasn't been resolved, but this is internal now, so we'll contact you. Please don't call again" (this is my favorite part of the call recording).

 

I really don't want to be that guy, but this whole situation isn't leaving me a whole lot of choice. Any chance of this ever being resolved? I just want my account page to show the correct certificate balance. That's all.

Posts: 10,789
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Registered: ‎01-03-2013

Re: Certificate error on my account

[ Edited ]

Hello byronharrison - 

Welcome to the forum and thank you for reaching out regarding your certificate troubles! We should be doing our best to address any concern our customers may have, so it's discouraging to hear you've been dealing with this for several months without any resolutions. 

I'm sorry to hear that you may have redeemed a certificate, yet it still reflects as available on your account. I can definitely understand how frustrating and confusing this may be when you're reviewing your account. Please know that I was able to locate your membership using the details you registered with the forum, and will be reviewing this further. Once I have more information for you, I will be sure to reach out to you right away. 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎12-10-2014

Re: Certificate error on my account

Thanks for the response. Let me know if there is any additional information you need from me.

Posts: 10,789
Topics: 121
Kudos: 272
Blog Posts: 20
Solutions: 508
Registered: ‎01-03-2013

Re: Certificate error on my account

Hi there byronharrison - 

I hope you are doing well! At this time, I've had our support teams sync your certificates in hopes of resolving this issue. Please check your account and let me know if you're still seeing anything strange. Please also keep in mind that we are aware of a display issue affecting some member's certificate totals that may be impacting your account as well. 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎12-10-2014

Re: Certificate error on my account

No change. Still has the certificate available on account Home page, but not there once I go into the rewards page.
Posts: 10,789
Topics: 121
Kudos: 272
Blog Posts: 20
Solutions: 508
Registered: ‎01-03-2013

Re: Certificate error on my account

Hello byronharrison - 

Thank you for letting me know! At this time it seems you may also be experiencing the display issue that other customers have reported. Our support teams are already aware of this issue and looking into it. I would encourage you to keep an eye on this for any changes. 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 10,789
Topics: 121
Kudos: 272
Blog Posts: 20
Solutions: 508
Registered: ‎01-03-2013

Re: Certificate error on my account

Hi byronharrison, 

Just checking in to let you know our support teams are still looking into this. I'll continue to keep you updated as more information becomes available. 

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 10,789
Topics: 121
Kudos: 272
Blog Posts: 20
Solutions: 508
Registered: ‎01-03-2013

Re: Certificate error on my account

Hello again byronharrison - 

 

Our support teams are continuing to research the display issue we've identified. I'll continue to follow up every few days with updates and greatly appreciate your patience! 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 10,789
Topics: 121
Kudos: 272
Blog Posts: 20
Solutions: 508
Registered: ‎01-03-2013

Re: Certificate error on my account

Hello byronharrison - 

I hope you are doing well! Currently our teams are still working on the display issue. As other members have also been having trouble with issuing certificates, I've ensured that function is still working for you. In the meantime, you should feel welcome to review the certificates available on your checkout page. 

Regards, 

Tasha|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: 8
Registered: ‎12-10-2014

Re: Certificate error on my account

No change. Still displays the incorrect information. I appreciate the updates and attention to this issue.