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New Member
Posts: 5
Registered: ‎12-23-2019
Accepted Solution

Gift card info stolen and I'm not getting any help from BB support

So I had recently been a victim of a scam where your gift card can easily be stolen by a person recording a 3 way call to verify the card balance and I have done everything asked of me by BB gift card support and haven't received so much as a phone call or email regarding the incident almost a month later. Oh and it was a $500 gift card that I still have in my possession that was apparently spent clear across the country in New Hampshire and I live in Oregon. I felt guilty spending $500 on myself at BB just before Christmas so I decided to post my card for sale on Portland Craigslist for $400 so I could pay bills and still give my 4year old daughter a good Christmas this year...
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Best Buy Employee
Posts: 1,917
Registered: ‎01-09-2015

Re: Gift card info stolen and I'm not getting any help from BB support

Gift cards should be treated as cash and the number not given out to anyone. The scammer was able to record the numbers you entered on your touchtone phone and decipher it shortly thereafter. I’m sure it was spent in a matter of minutes. Unfortunately it sounds like there are no funds remaining, have you contacted your local law enforcement? Best Buy will cooperate with any law enforcement requests, but it sounds as if there are no funds left on the card that we would be able to recover.

Note to anyone who comes across this thread: never allow a stranger to be on the phone with you when you enter numbers into an automated system. The sounds are unique to each number and they can capture your information with very little effort. This includes SSN numbers, credit card numbers, gift cards, and more. There was an article covering this on the FTC website, but in a quick search I was unable to find it.
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: 5
Registered: ‎12-23-2019

Re: Gift card info stolen and I'm not getting any help from BB support

Correct they recorded the tones. I feel that BB is aware of this scam and could simply change it so that a pin isn't required to hear a card balance and then the scam would no longer work. Its pretty simple to fix and better protect the customers. Maybe even go as far as to make it more difficult to print out a fake gift card but the latter of the two options presented would be much easier and just as effective. Also a follow up would have been appreciated as well.
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Best Buy Employee
Posts: 1,917
Registered: ‎01-09-2015

Re: Gift card info stolen and I'm not getting any help from BB support

That fix would be take the phone number down, the pin is not printed anywhere but the card and is used to validate that you are the owner and in possession of the card. Honestly, this isn’t unique situation to Best Buy. Many retailers and credit services offer online lookup for convenience. The real issue is allowing an unknown person to listen in while entering that information. All magnetic strip cards are easily replicated, which is why it’s so important that you do not expose that information in the back to strangers.

As for a follow up, the moderators here are working through quite a back log. They will respond once they reach your post.
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: 5
Registered: ‎12-23-2019

Re: Gift card info stolen and I'm not getting any help from BB support

You are right. I was dumb and it was all my fault. I wont argue that. I still regret it and wish I would have done things differently. Why should Best Buy protect their life long customers if they are dumb like me. Why make changes to a system that favors the dishonest to protect dummies like me. How could they possibly afford to credit me $500 that was clearly stolen from me and spent at one of their stores with a counterfeit gift card. Thank you for your helpful comments jdogg! Merry Christmas!!
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New Member
Posts: 5
Registered: ‎12-23-2019

Re: Gift card info stolen and I'm not getting any help from BB support

And yes I contacted local police and filed a report and the officer got back to me after speaking to customer service and he did not receive any helpful information from them although they told me that they have a name and info on the suspect. Apparently its not that simple and there are layers of red tape to help protect the suspect. That is my main complaint here. They seem to be worried about protecting the wrong person in this situation.
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New Member
Posts: 5
Registered: ‎12-23-2019

Re: Gift card info stolen and I'm not getting any help from BB support

I even called 1800 Best Buy today hoping that maybe there had been some developments concerning my incident and spent a hour on the phone hoping to speak with a supervisor and after holding for over 30 minutes I was told that a supervisor would call me back as soon as they were done with the customer they were currently assisting. No one called me back. I honestly feel like they dont take this matter seriously. Jdogg made it clear that Best Buy is aware of the scam and they seem to be of the opinion that its the customer's fault alone. Theres no loss of revenue to them. Im quite sure if BB lost money due to this scam they would put a quick stop to it!
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Valued Contributor
Posts: 1,712
Registered: ‎02-07-2011

Re: Gift card info stolen and I'm not getting any help from BB support

Best Buy cant help.you in this case, however they cooperate with the police. The police would be the only people that would have any kind of update.