Points, Policies & Certificates

[mglosser]

Looking for help! My best buy account was hacked and they changed my 2 step verification to a different phone number so im unable to change my password or log in. I have tried customer support with very little help. I was told the only way to get back into my account was to create a new email and then create a new account. is this true? There has to be a better way right?? Several purchases were made (and canceled) but the hacker is still in my account with my points, and all my information. TIA

[AndrewB-BBY Social Media Specialist]

Welcome, mglosser,

Thank you for taking the time to write to us here on our community forums. As someone who has had some of my accounts accessed without my permission, I know how concerning it can be to receive emails about orders being placed without your knowledge. I appreciate you letting us know about your experience and would be glad to give you some more details on how we can help.

As you mentioned, we do not have the ability to remove or disable two-step verification to help ensure your account is protected. I would like to take a closer look at your account to see what I can do to help you recover this. I will need a bit more information in order to do so. Can you please send me a private message with your:

Full name
Email address

Phone number

You can send me a private message by clicking on the blue button at the bottom of this post across from my name. We also have some helpful tips to keep your account safe here. I look forward to hearing back from you so I can continue to review this for you.

[sjohnson6005]

As you mentioned, we do not have the ability to remove or disable two-step verification to help ensure your account is protected. I would like to take a closer look at your account to see what I can do to help you recover this. I will need a bit more information in order to do so. Can you please send me a private message with your:



Full name - {removed per forum guidelines}
Email address - {removed per forum guidelines}
Phone number - {removed per forum guidelines}

[AndrewB-BBY Social Media Specialist]

Hello, sjohnson6005,

Thank you for following up with me. I have to remove several pieces of information as they were posted on our public forums. I would be glad to continue looking into this for you to see how I may be able to assist you.

I will be sending you a private message shortly. You can check your inbox by clicking on the orange envelope in the top right corner of your screen after logging into your forum account. I'll keep an eye out for your response.