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Posts: 5
Registered: ‎03-24-2020

Issue with my points being taken away STILL not resolved

So, months ago I pre-ordered the Final Fantasy 7 remake, the preorder bonus for this being a $10 certificate, given out in the form of 500 rewards points.


Anyway, I got it, all was good, I had made some other purchases too, and with that I had a total of $25 in points, which I used to make a purchase.


Then however, I discovered my FF7 disk was defective.


I got it replaced as it was still within the replacement period (not a return, a replacement), but they seem to have processed this as a return and re-purchase, which credited negative 500 points to my account. I had less than 500 points left, but my balance wasn't at zero.... now it is. In fact, I am pretty sure my balance is in the negatives and just showing zero as points for further purchases are not being added anymore.


I called about this, after being on the pnone fo rabout an hour and explaning in detail all of this, they said they would fix it...... that was about a week ago... my account is still at zero points, the -500 points adjustment is still there.


I am rather annoyed that Best Buy IMMEDIATELY took away my points when it was even the store's fault that it was procrssed incorrectly as a return rather than a defective warranty replacement.... but it's taking forever to try to get these points given back... and I STILL don't have them back.


Who can I talk to about this? It's pretty annoying that it's been like this since the first of this month and it took less than 24 hours to make this mistake but is taking nearly a month so far and it's still not corrected.

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Registered: ‎01-03-2013

Re: Issue with my points being taken away STILL not resolved

Hi there, CyberAkuma, 


Welcome to the forum, and thank you for reaching out regarding your Get $10 offer for Final Fantasy VII Remake. This was quite an exciting release, so I can imagine your disappointment when you found the disc defective. I'm glad to hear that the store was able to get you a replacement.


Regardless of how this replacement was processed, it would have likely impacted this reward. I'm glad you connected with our phone support to see how we could assist, though I understand you're still having trouble. I would be happy to take a closer look at your account with you. Please keep an eye on your inbox in the top right corner of the page for my private message. 


Tasha|Social Media Specialist | Best Buy® Corporate
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