Other Customer Service Support

[ppatel01]

In June of 2019 my wife and I retruned a few wedding gifts to best buy and got store credit for approx. $545. We were issued a physical card and have had that card with us to this day. 2 days ago, we tried to use that store credit at a best buy location. The person working there told us that the card had a balance of $0 and when she looked futher she said it looked like the card was reported stolen and reissued. To our surprise, we did not understand how that was possible since we never made such a request and have had the card the whole time. She advised to call customer service, but after being redirected 10 times and eventually given the {removed per forum guidelines} email address we have gotten no where. Customer service said it certainly looks like fruad, but no one can seem to help. Is there anyway to get to the bottom of this? 

[Amatorrex]

Verify if this was given as a gift card,  gift certificates and store gift cards can't expire for five years. However, issuers can still charge an "inactivity fee" if the card has not been used within twelve months. It happend to me that the balance was "0" and the card was actually innactive.

Remember the person at the store may not have all the information regarding the gift card.

[ppatel01]

Thanks for the response, but the person at the store told me that card was reissued to someone in July of 19... only 1 month after being issued orignally. I don't understand how Best Buy Issued a new card to someone who is not me... Would like to understand how that happened and why. Thanks

[AndrewB-BBY Social Media Specialist]

Hello, ppatel01,

Thank you for taking the time to stop by our community forums. As someone who holds onto gift cards for quite some time, I can imagine your surprise to see that this gift card was empty when trying to use it. I'd be glad to provide some additional details and help you look into this.

Lost, stolen or damaged cards replaced only with valid proof of purchase to extent of remaining card balance. If someone were to contact us they would need to be able to provide the receipt from this gift card. Do you know if this receipt and gift card may have been in someone else's possession? If you haven't done so, I would recommend contacting your local law enforcement for assistance investigating this.

I would be glad to see if I can take any additional steps here on my end. I will need some more details to do so. Can you please send me a private message that includes your:

Full name

Email address

Phone number

Gift card number (do not include PIN)

You can send me a private message by clicking the blue button at the bottom of this post across from my name. I'll keep an eye out for your message.