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$100 in banked points forced into certificate without permissions. Told was converting back to point


I'm hoping I can find help here since it seems best buy employees respond here.

I have some points banked since I am a best buy elite plus member. I went through live chat for a price match on a $45 phone case and wanted to use my rewards. Without asking the CSR decided to issue my banked points into a $100 certificate, which I never asked for. I had to go through 3 different people and a fourth on the phone before they finally undesrtood what I said happened (even though they can see the live chat) and was told that the $100 gift card was removed and I would be getting my points back within 24 hours. This has not happened and now I am getting concerned. This has been the absolute worse service I have ever received and I feel as if something was stolen from me. I'm starting to regret spending as much money as I have this year at best buy and will definitey rethink this in the future as there are various better alternatives.

I tried correcting this over the phone and live chat. I was led to believe this was fixed, but it's been 24 hours and I've received nothing or any confirmation. I'm hoping something can actually be resolved through here. Thanks in advance

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Registered: ‎10-10-2012

Re: $100 in banked points forced into certificate without permissions. Told was converting back t...

Greetings, frustrationstat,


Thank you for taking the time to register for the forum and connect with us.


Pardon me as a borrow a line from the Mighty Mouse theme song, but "Here I come to save the day!!!"  It shouldn't take having to speak with multiple agents for the issue to be recognized and corrected, so let's make sure I'm the last one.  We do have the ability to help a member convert their points into certificates, which can be helpful when trying to process a purchase in the moment; however, we should be double checking with the member if they're positive they want to generate the certificate and for what value.


You wouldn't have been able to apply a $100 certificate to a $45 purchase either way, so I'm confused why we went with the maximum value instead of let's say a $45 certificate.  A purchases pre-tax total needs to be equal to or greater than the certificate value.  Luckily, we also have the ability to undo a mistake like that.  I'll be sending you a private message shortly in-order to gather a few pieces of information so that I can review your rewards account.  You can read a private message by clicking on the envelope icon at the top of the page.

Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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