Other Customer Service Support

[ssun]

Hi,

Someone I don't know (identity theft) has fraudulently used my Best Buy Gift Card with a balance of $140.71 on April 4th, 2020. The track order: BBY01-XXXXXXX{removed per forum guidelines} (provided by customer representatives), which is not under my account on the Best Buy website. I do not know who she is. I do not know how she got the card number and the PIN. However, I still have my physical Best Buy gift card with me.

I reported to Best Buy on May 5th, 2020, when I noticed that my Best Buy gift card had been fraudulently used. I reported to the Local Law Enforcement (non-emergency police service) on May 7th, 2020. I followed up this case with Best Buy several times, and they told me I could send the mail to the Law Enforcement at Best Buy for investigation. 

Right now it's been about six months but I still get nothing from either one of them. Could you please let me know what am I going to do for the next step? Would it be possible to claw-back the balance from identity theft? 

I would appreciate your assistance.

[nckhammond]

If there is an unused Ballance they can issue you a new card so it can't be used again. The only way you would get any of the spent Ballance back would be if the police caught whomever stole the money and managed to get it back to you thru the courts.

[AndrewB-BBY Social Media Specialist]

Good afternoon, ssun,

Welcome to our community forums. As someone who usually has quite a few gift cards on hand, I can only imagine your surprise to discover the balance missing when it came time to use this. I appreciate you reaching out and would be glad to give you some details on how to get assistance moving forward.

Lost, stolen or damaged cards replaced only with valid proof of purchase to extent of remaining card balance. Based on your message, it sounds like this gift card is now empty. Is that correct? If so, we would be unable to restore this missing balance.

As nckhammond mentioned, continuing to work with your local law enforcement would be the best way to get help moving forward. We will assist them as much as possible in their investigation once they have have contacted Best Buy.

I hope I was able to clear this up. Please let me know if you have more questions I can help with.

Regards,