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New Member
Posts: 2
Registered: ‎06-11-2018

Elite Plus Member - Experienced Fraud - Support has failed me

I've been an Elite Plus member for years and had been banking a few hundred dollars worth of rewards for a large purchase.

 

One night, I got a notification that my points were being cashed out. I quickly logged in and changed my password, but my points were all gone. I immediately called support, but there was nobody there because it was late at night.

 

The next day I talked to someone who said they would look into it and call me back. I wait a few weeks and call again. This time I get the same story, they take some info but tell me they'll call back.

 

I was hoping this would be somewhat straight forward because the transactions show someone cashed them out for gift cards in some far off city.

 

I'm very disappointed with the support for the first time ever with Best Buy, and I'm hoping someone will actually be able to help me get my points back. I tried to do everything I possibly could to reach out as soon as I knew something was wrong.

 

Best Buy has never failed me before, so I hope they will be able to help me once again.

Posts: 732
Topics: 11
Kudos: 80
Solutions: 54
Registered: ‎10-03-2017

Re: Elite Plus Member - Experienced Fraud - Support has failed me

Hello talenos,

 

As someone who just recently went through a somewhat similar experience not once, but TWICE, in the last 5 months, I totally understand how you're feeling right now. It makes you feel downright violated and puts you in a very uneasy state of mind. In my scenario, I was in Thailand and someone in Montana decided they'd like to go on a $1,000 shopping spree on my dime. It made me reconsider how I secure my online access.

 

That said, I'd like to apologize for any inconveniences this may have caused you. As I mentioned before, it can make you feel borderline helpless when something like this happens and you can't seem to find a solution to it, no matter who you call. But lucky for you we are always here and willing to help as best we can, so I'll be attempting to do just that. 

 

I'll start by suggesting that while changing your BestBuy.com password was a very good quick thought, I'd also consider changing your email password as well. It wouldn't be hard to believe that someone may have gotten information on your Best Buy account by accessing your email. With our emails becoming the route source for, well, everything, they can be the first step into someone getting a hold of our accounts. 

 

In a private message, which you can send me by clicking on the blue banner below, I ask that you please provide me with your member ID, phone number, email address, full name, and the approximate date of when this issue took place. I will review the account, weigh out my options, and let you know how I can have this taken care of for you. 

 

Best,

David|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎06-11-2018

Re: Elite Plus Member - Experienced Fraud - Support has failed me

Thank you for responding. I went through and changed all my passwords, it seems to happen every few months when a major site gets hacked and we have to do it again.

 

I sent you all the info you requested and hope we can figure something out.

Posts: 732
Topics: 11
Kudos: 80
Solutions: 54
Registered: ‎10-03-2017

Re: Elite Plus Member - Experienced Fraud - Support has failed me

Hello Matthew, 

 

I understand. I've been there and done that with many sites. I'd say a rule of thumb is, should the website allow it, enable two-factor authorization. It almost entirely cripples anyone's attempts at hacking into any of your accounts. With that, any login attempt will require a secondary code that can be delivered to your phone, email, or via a phone call. It really helps take away the ease of hacking an account. 

 

In any case, I have received your PM and do have a resolution for you. Please keep an eye out on your inbox as I will be following up with you through there shortly.

 

Kindly,

David|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!