Points, Policies & Certificates

[jjannaw2022]

This same thing happened to me! I have called 4 times and they keep sending me to other departments and then tell me someone will call me within 24 hours.  No one has called me and the hacker's number is still listed and he gets a text everytime I try to change my password.  He also now has my phone number and has called and texted me saying I have to send him money to get my two-step verification code number.  Were you ever able to resolve this issue and if so how??

[jjannaw2022]

I found out on the 24th that someone hacked my account and set up the 2-step verification code using his phone number.  He then proceeded to call me and text me telling me if I don't cashapp him money, I will never be able to access my account again because I will need the 2-step verification code and only he has it.  So far he has been absolutely right because I can't get anyone at Best Buy to help me.  I assumed this would be a quick fix by calling best buy and figured they would take hacking accounts very seriously.  Unfortunately I have called 4 times and live chatted multiple times and nothing has come of it.  The guy's number is still connected through the 2-step verificiation. Every time I have called they act like they know nothing about it and this is the first time I have called, but it isn't.  I have been told multiple times it would be resolved within 24 hours and I would receive a phone call telling me that.  I of course have heard nothing.  I need someone to talk this seriously and help me resolve the issue PLEASE!

[Deysha-BBY Social Media Specialist · Accepted solution]

Hello, jjannaw2022,

Welcome to the Best Buy Forums!

I appreciate you taking the time to write to us regarding your account. This is a concerning situation to be in, to receive e-mails 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.

To clarify, 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 options are available to help you recover this. I will need a bit more information in order to do so. Will you please send me a private message with your full name, phone number, and e-mail address?

You can send the private message by clicking on the blue "Private Message" button next to my signature. We also have some helpful tips to keep your account safe here. I look forward to hearing back from you.

Kind regards,

[dannybv3]

Hey Jjannaw have you had this problem solved? Seems mods are deleting my posts on this... Still waiting on a reply from Deysha in my inbox.

[jjannaw2022]

No.  I did email Daysha my information yesterday so hopefully it will get somewhere but I haven't heard anything back yet.

[jjannaw2022]

Oh wait I was wrong she did reply.  She said she is setting up a new account.

[jjannaw2022]

Did you ever get the problem fixed?  They merged my account so the hacker is off it.  Daysha was very helpful.  I also had filed something with the BBB to have it resolved and received a call from the corporate team to fix it if it hadn't already been. You might try that if nothing else works. 

[dannybv3]

Thanks for the follow up! Daysha still hasn't replied to both my messages on here oddly. I'll start a new post to see if maybe that works. Thanks again!