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Posts: 1
Registered: ‎03-22-2019

Can't use an E-gift card

I received a few E-gift cards from my employer on 3/15. I placed an order on on 3/19 using the gift cards. The ordering process went as expected with each gift card being credited to the total amount due. I submitted the order. A few minutes later I received an email that there was a problem with the payment. It showed that one of the gift cards "Failed Authorization". Uh what? It's a gift card. I thought no big deal. I'll cancel the order and try again. Now that same gift card that failed authorization shows $0.00 balance. 


I called customer support. The representative said that it could take up to 24 hours for the gift card balance to be refunded. All the other gift cards had already been refunded. Only this one is in question. I asked about the failed authorization and he had no idea. Fine. So I waited 24 hours and checked the balance...$0.00


I called customer service and said I had a problem with an E-gift card. I was told they can't help and I had to call cashstar. I called them, but could not get a representative. I left a message for a call back days ago and haven't received a call. So I tried Best Buy customer service again. I was on the phone for over 30 minutes. She said she could see the gift cards were all refunded except the one in question. She said she could see that the funds were used on the order I placed and it hadn't been refunded. Then she said it appeared to have "insufficient funds". Uh what? It's a gift card. Her solution was to wait eight more days and call back. I said that was an unacceptable answer and asked to speak to a supervisor. The supervisor was busy. I asked if she could issue another gift card. No. I asked if they could call me back because I didn't have time to sit on hold. No, they don't do that.


So now I'm stuck in the customer "service" nightmare. It's either "not their problem" or "just wait longer". 


It appears that something weird is going on with that one gift card. I don't have time to sit on the phone with customer service that can't help. I just want my gift card in a state that I can use it. What should I do?


Posts: 4,177
Topics: 39
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Registered: ‎11-29-2016

Re: Can't use an E-gift card

Good afternoon, User881665,


Welcome to our forums!  Getting a Best Buy e-gift card from work would be a pretty sweet reward, so it’s disappointing to hear you’ve been having trouble utilizing these e-gift cards you’ve been given.  I’d like to look into these e-gift cards further, and hopefully clear up any confusion as to when you’ll be able to redeem them once again.


For me to begin my research, there are a few pieces of additional information I’ll need to gather from you.  If you could use the blue “Private Message” button in my signature to send me the following pieces of information:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your e-gift card numbers (without the PINs)


This should be enough information for me to begin my research.  To send me this information privately, be sure to use the blue “Private Message” button in my signature.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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