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New Member
Posts: 2
Registered: ‎03-03-2019

Extremely frustrated, missing certificate, unhelpful chat agent.

I had over 12,000 points available with the ability to issue up to $255 in rewards. Decided I wanted to purchase a TV for $279.99. Went to issue the certificates, can only issue max $100 but it says I can issue multiple and redeem multiple. So I issued a $55 certificate, I see it immediately. I issue a $100 certificate and the $55 disappeared. I thought maybe it was just a visual glitch so I tried to checkout out of curiosity and surprise, only $100 showing up. I went back to my account page, the points are gone but only a $100 certificate showing. Strange enough, when I click on my name and the drop down menu appears, it says I have $155 certificates, but when I view rewards or try to checkout, it says I only have $100. 

 

I opened a chat window and the rep says she only sees $100. I explained that's the issue and that there should be $155. She repeats herself saying she only sees $100. I repeated myself explaining I issued 2 back to back certificates and there should be $155. She then comes back and says she sees $155, I explain I still don't and tried to checkout again, still only see $100. I tried both on the web on my desktop as well as the bestbuy app, same issue both spots and explained that to the chat agent.

 

The chat agent then proceeds to explain that both certificates are in pending status and to wait until I get the e-mail saying they're issued. I explained I had already recieved both e-mails, the $55 at 2:13PM and the $100 at 2:17PM. It was already almost 3PM when I was talking to the agent at this point. She repeated herself saying they're in pending status.....at this point it was obvious they aren't going to help so I ended the chat. It's now 3:18PM and my $55 certificate is still missing and I don't even know what to do anymore.

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New Member
Posts: 2
Registered: ‎12-08-2016

Re: Extremely frustrated, missing certificate, unhelpful chat agent.

same issue, 15k points redeemed today for 3 $100 certs, got 2 and one isnt showing, nothing rewards team or cust serv can do.
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Member
Posts: 11
Registered: ‎11-11-2015

Problem with issued certificate

I am having problem with a single certificate I issued last night. The drop dows shows it as being in my account but it doesn't show up in the rewards overview or at checkout. I chatted with 4 reps total and got disconnected twice after speaking with the dedicated associates I was transferred to. Over and again I kept getting told to login to member id ... and I kept saying I was. I fresh logged in on another computer. The certificate is not there it does not work. BestBuy has a problem with its website right now. The chat is barely functioning and the certificates are not issuing correctly. I tried calling the Elite number and was told it would be a 3 minute wait. I'm still on hold 20 minutes later. 

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Posts: 8,563
Topics: 359
Kudos: 191
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Solutions: 535
Registered: ‎10-10-2012

Re: Extremely frustrated, missing certificate, unhelpful chat agent.

Good afternoon, Gemin and Joshua,

 

Thank you for taking the time to connect with us on the forum. Smiley Happy

 

While I've been a member of our rewards program for 10+ years and still get a big kick out of redeeming certificates, I've yet to hit the $1,500 mark needed to qualify for Elite status and the option to bank points.  I find it admirable whenever a member has the patience to hang onto their points until they find the product that catches their eye just right, as I certainly couldn't wait.  The day when those banked points are finally converted into certificates should be exciting!  I mean it's fun to purchase a new TV, and then to save a couple hundred dollars by redeeming certificates, what could be better?

 

In most situations, a certificate should be available almost immediately after being issued; however, we generally like to allow up to 24 hours.  If after a full 24 hours a certificate is still not available, then we may need to consider syncing or refreshing the rewards account.  A refresh will usually push a certificate through to where it's displayed and available.  Before we do that though, please double check your rewards accounts to see if the certificates are displayed, and if they still aren't, then send me a private message with the details listed below and I'll take a look.  A private message can be sent by clicking on the blue button in my signature.

 

Name

Phone #
Email address

My Best Buy ID #

 

Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎11-11-2015

Re: Problem with issued certificate

Update: I was able to get a hold of someone over the elite line after another twenty minutes on hold this morning. I was told that the problem was supposed to be fixed by later today. It is late at night my time and the problem is still unresolved.
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Posts: 8,563
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Registered: ‎10-10-2012

Re: Problem with issued certificate

Hi, Austin,

 

Welcome back to the Best Buy forum!

 

Please take a quick gander at my prior response above and double check your rewards account to see if the certificates is displayed, and if the certificate is still not displayed, then send me a private message with your details and I'll review your rewards account.

 

Best Wishes,

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