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New Member
Posts: 7
Registered: ‎04-20-2020

Account hacked April 19, 2020

  • My son's account was hacked around 7:51 EST on April 19, 2020.  We suspect this may be from Best buy was compromised back in 2018 and now hackers know people have money in their accounts from stimulus paout.  The AMT was 513.04.  Best buy should have a better system that people can contact the store 24x7 as soon as they get an alert.   Very dissatisfied in your security system.

Jeff

 

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Best Buy Employee
Posts: 2,004
Registered: ‎01-09-2015

Re: Account hacked April 19, 2020

There is very little information that can be pulled off of a Best Buy account. Back in 2018, did your son change all of his passwords? Is he following standard procedures and using different passwords on every site? Are the passwords complex? It sounds as if there are more issues at play here, and if the previous breach allowed the most recent breach then all the steps to secure the affected accounts.

Any charges should first be discussed with the issuing bank, card locked down, and disputed.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 7
Registered: ‎04-20-2020

Re: Account hacked April 19, 2020

Wow, this is your response? First of all, yes he did call the bank and have the card cancelled but that is after this event occurred. Having the account number and info is different than your iD and password. They probably got his credit card number when used buying computer related items from best buy. I am suggesting that when people see an item being purchased at best buy that the customer has a way of notifying best buy right away. I would assume that buying in the store could not be possible unless you are not asking for other forms of ID. If picking up merchandise then again, what other forms of ID are required. So that leaves shipping which now if best buy has something in place, they could stop the order. To imply that it is the consumers fault is unbelievable.
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Best Buy Employee
Posts: 2,004
Registered: ‎01-09-2015

Re: Account hacked April 19, 2020

I was providing the details on how to prevent this in the future. In all cases except the few large breaches that garnered national attention it is usually weak or repeated passwords that are the cause. If my password is compromised on one site, that password is now useless everywhere and I should stop using it for anything. Once they have a username and password, they literally check it against any possible account they can...Amazon, Best Buy, Capital One, Netflix, you name it. That password also goes into a massive “password dictionary” and is utilized to attack other accounts going forward.

Credit Card companies all have a protocol in place specifically for dealing with this. In a retail environment, especially when shipping is involved, it is often too late to contact the retailer. That is why, per the merchant agreement that all credit card companies have, you should notify them first. They will verify that all steps were followed, and in the case of 99% of retail transactions, it is usually determined that the retailer followed the policy. In those instances, the card’s Fraud Protection would remove the charge or reimburse the customer.

It is true our hours are limited due to Covid-19, but even if you reached us by phone we would point you in the right direction.

For pickup orders, a photo ID is required. If the fraudsters were able to gain access to your son’s banking information twice, it would be trivial for them to procure a photo ID with their picture and his name. This is a rampant issue everywhere, which is why banks have a very specific set of steps on how to resolve. I have my credit card app that pushes charge notifications to my phone, if I see a bad charge I can lock the card and replace it with only a few clicks. I have also taken to using virtual card numbers for all online transactions.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 7
Registered: ‎04-20-2020

Re: Account hacked April 19, 2020

Well it is determined that people use best buy because of a security flaw in your system. It seems the fraudster created a new email using my son's information. Once they order the device, they go and pick it up by just showing the email they received from best buy purchasing the item. I kept trying to think of why so many people are complaining about fraud thru best buy but if the above is true then your system is flawed. So yes, we were able to find the actual store where they were supposed to pick it up. The transaction was cancelled but it was not as easy as it should of been. Also to let you know, I am a Computer Engineer and I work with the fraud area so we did contact everyone within minutes of faulty transaction.
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New Member
Posts: 7
Registered: ‎04-20-2020

Re: Account hacked April 19, 2020

So why do I have an issue with Best buy and what you are your comments. You have the person contact the credit card company but they can only investigate after the fact and the person gets away. Today, most people get a notification on their phone regarding transactions. So if they see a purchase from best buy using a debit or credit card number online where they do not have the card then you need to do two things. First, make them show the actual card used when picking up merchandise and allow people to contact best buy 24x7 with a way to cancel and report fraud. Why not be proactive instead of reactive.
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Best Buy Employee
Posts: 2,004
Registered: ‎01-09-2015

Re: Account hacked April 19, 2020

The card is verified online, meaning the have all of the details including the CVV. When it’s verified online, it should not be checked again in store. The merchant agreement dictates what we are allowed to do as a retailer, ever notice how we cannot ask for ID or require a signature when a chip transaction occurs? Yep, you guessed it. Visa, MasterCard, Amex all got together and decided no more. The whole idea is their master plan for balancing convenience with security.

Again, it’s not a question of being proactive/reactive. All fraud transactions should be reported to the card company, that’s in their fine print. They determine next steps.

The tl:dr version would say: It should be reported to the card company. In their own words, it is not necessary to report it to the business...in some cases it’s outright discouraged. Hope this helps clear up my previous replies.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 7
Registered: ‎04-20-2020

Re: Account hacked April 19, 2020

Again, you miss the simple point that best buy can help reduce fraud. You keep mixing up having the card at the store versus not physically having a card but yet has the card information. My son does not use the card very often but did use it in 2019 online purchase at best buy. His card was pretty new at that time. You talk about once a card is verified as a valid card, your store thinks that is all they need. What a joke! Sorry but you are wrong and then why do they need to show the card when returning items. Best buy can be part of the solution to reduce fraud by stopping the actual person commiting the fraud or do nothing and let the customer or card company take the loss. I am truly disappointed with the company. I expect more from companies like yours.
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Posts: 12,468
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Registered: ‎01-03-2013

Re: Account hacked April 19, 2020

Hello, Jgg780, 

 

Welcome to the forum, and thank you for reaching out to us regarding your son's credit card charges. We understand that he incurred some fraudulent transactions, and are glad to hear that you took action as soon as they were noticed to have the order cancelled, as well as contact the financial institution to get the appropriate processes started on their end as well. 

 

Here at Best Buy we take our customers' privacy very seriously, and do our best to ensure private information remains private. We understand you have some concerns surrounding how this information was obtained. As jdogg836 has mentioned, there are many ways in which such information may be obtained, be it the actual credit card information or account login details, or sometimes even both. For more information, you may wish to review our Privacy policy, as well as the articles below. 

 

Help with Unauthorized Orders on BestBuy.com

Online Safety Basics

 

It was incredibly kind of you to reach out on your son's behalf. With that said, per our Privacy practices we would be unable to discuss this in depth with you. Should your son like to register with the forum to reach out to us directly, we would be delighted to further discuss this. 

Thank you, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎04-20-2020

Re: Account hacked April 19, 2020

It is ironic that you talk about privacy practice when I point out a flaw in your system yet protect a person commiting fraud. Do you stay up at night thinking of ways to avoid BestBuy as fault in anything or does it come naturally. You text to a service rep which includes a script that says their views don't represent views of Best buy or affiliates. Then BestBuy person replies their privacy policy prevents talking about an issue.