Other Customer Service Support

[stevooo]

Team,

I have spent about 12 hours speaking to various people on your support team. I desperately need someone to help me.

Requirement

Office 365 Personal to be removed/cancelled so it is no longer associated with my Microsoft account.

Background

About a year ago, I purchased a 1 year subscription to Microsoft Office 365 Personal on eBay.  I was given a product licence key to add to my Microsoft account, which worked and the licence has expired on 17th October.

I have now bought a new Product Key for Office 365 Home, but cannot add it to my microsoft account. Microsoft have told me that the previous subscription was actually bought through BestBuy, and ONLY BESTBUY can cancel the existing recurring billing subscription.

This is strange, as the subscription has already expired and there are no recurring billing details.

I now understand I was the victim of a fraudulent sale of Office 365.  After 12 hours of speaking to various people at BestBuy, no-one has been able or willing to help remove this subscription from my Microsoft account.

Issue

If I try to cancel the subscription myself via my microsoft account, I am taken to the following page:

https://www.bestbuy.com/services/plans/renewals?SysId=MSF&pfsi=a881655c-c142-4105-beb7-e7b7dc1b817d

This indicates the subscription was taken out by someone called Gouzhen whose membership number is {removed per forum guidelines}.

However, BestBuy are telling me they have no record of this membership number (despite this being a bestbuy.com page!!).

PLEASE CAN SOMEONE AT BESTBUY HELP!!

I am based in the United Kingdom.  I can't come to a BestBuy store and obviously can't call an international number as it will cost so much money, but am very happy for someone to call me.

I have plenty of information to verify who I am, the receipt from eBay, you are welcome to remote access my PC and do whatever you need to do.  I just require that some kindly takes a bit of time to go outside of normal procedures to help remove this fraudulent subscription from my Microsoft account.

Thank you.

[Quinton-BBY Social Media Specialist]

Hey, stevooo,

Thanks for connecting here on the Best Buy Forums. Welcome to this awesome community!

This certainly doesn’t sound like the ideal situation, so I’d be looking for some assistance here as well. Have you connected with a Geek Squad Agent by calling 1-800-GEEKSQUAD (1-800-433-5778), or chatting with one, here?

Regards,