09-25-2020 03:20 PM
As an Elite Best Buy Rewards member for many years, I opted to bank my rewards to save up for a new phone when I was ready to upgrade. I had $90 dollars banked and when I went to use my rewards in May of this year, they were gone. I contacted BB Rewards customer service. They told me that my points were automatically issued and had expired. That was the first I had heard of my points being issued. The agent was very understanding of my situation, as I had been deployed for a year and was unaware that my points had been issued (as they were being banked as far as I knew). The customer service agent told me to check my email and that the certificate would be reissued in the next 24-48 hours. I never received said email. Last week I was looking into making a purchase and checked my point balance, only to discover that my rewards certificates were not reissued as I had been told back in May. I called BB Rewards customer service again. The agent said there was nothing they could do at their level, but they would have thier supervisor reach out to me in the next 24-48 hours. That phone call never came. So twice now Best Buy Rewards customer service has failed to follow through on their word. I have never had a company fall through on their promises like this. Most customer service representatives are willing to go above and beyond to make a situation right, especially under circumstances such as mine. I am an Elite member again this year, and am hoping that you will be able to make this situation right with the top-notch customer service I have come to expect after years of longstanding loyalty to Best Buy. Thank you for your time and understanding.
09-26-2020 10:42 AM
Good morning, cassielu,
Welcome to our community forums. I know that a new cell phone is a big purchase so I can understand wanting to save you certificates for this purchase. I appreciate you taking the time to let us know about your experience so far and would be glad to see what options may be available moving forward.
Based on your post, it sounds like you didn't make any purchases for an extended amount of time. Is that correct? If so, it's possible that you did not qualify for a My Best Buy Elite status and lost the ability to bank your points. This would cause points to be issued at a certificate. You can learn more here.
I'd like to take a closer look at your account to review your case history. I'll be sending you private message shortly. You can check your inbox by clicking the orange envelope in the top right of your screen.