09-17-2018 07:18 PM
First time ever creating my rewards account onine - have never used a single certificate.
Seems someone must be using them though as I see on my account that someone has cashed in $30 worth of rewards.
Browsing here it seems the probelm is systemic and fairly wide spread.
Has anyone been successful in getting Best Buy to actually investigate these thefts?
09-18-2018 11:19 AM
Hi there tmaguire,
Welcome to the forum and thank you for reaching out to us regarding your certificate! Logging into BestBuy.com to use your My Best Buy membership for the first time to find your rewards gone is far from the experience we want for our customers. First impressions are important, and it seems this one could use some help.
While it isn't unheard of for BestBuy.com accounts to be compromised, and certificates to be issued and redeemed by someone other than the owner, this isn't necessarily the case. As a newcomer to our My Best Buy program, it is possible that the certificate was automatically issued and ultimately expired as they are valid for 60 days unless otherwise noted under our My Best Buy Terms.
When My Best Buy memberships are first opened, the default certificate preference is set to automatically issue certificates at a minimum of $5. You can set this minimum to something else, generally up to $20. Keep in mind that if you receive enough points for a larger reward than your set minimum, the largest certificate possible will be issued. Once a member has achieved Elite or Elite Plus status, you may also bank your points so that certificates aren't automatically issued.
I would be happy to take a closer look at your experience to see exactly what happened in your case. I'm sending you a private message which you may view by signing into the forum then clicking the envelope icon in the top right corner of the page.