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Posts: 10
Registered: ‎05-22-2020

Rewards Points Stolen and horrible customer service

My Reward point have been stolen several times and Best Buy has done nothing to stop this person from continuing to steel hundreds of dollards in reward points. It is the same person in MA, and they have not stopped this person from continuing to be a customer that defrauds others. 

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Re: Rewards Points Stolen and horrible customer service

Hello, SDFraudVictom, 

 

Welcome to the forum, and thank you for reaching out regarding your My Best Buy rewards that were redeemed without your authorization. Finding any activity on one's account that one did not authorize would be unsettling, so I'm glad you've reached out. With that said, I understand that you're not unfamiliar with such occurrences on your account, adding a whole new level of frustration to this experience. 


If you haven't already, you may wish to change the password to your BestBuy.com account, as well as the associated email address account. I would be happy to further review this with you, so please keep an eye on your inbox in the top right corner of the page for my private message. 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 10
Registered: ‎05-22-2020

Re: Rewards Points Stolen and horrible customer service

What a horrible experience I have had with customer service. I have had almost a thousand dollars taking in rewards point over multiple thefts over the past few years by the same individual. About 4 years ago was the first time my points were stolen, and cashed in for gift cards. I changed by password and was reissued points withing a few days. About a year and a half later it happened again in the state of MA withing a 15-mile radius of the last time for over $500. This time they added an authorized pickup person, and cashed it out for gift cards. It took about a month, and several hours of being on the phone before they gave me a new account number, transferred everything over and reissued my point. That I spent immediately because I didn’t want anyone to take it. I made a new password unique to only the Best Buy website. So, there is no way anyone got the password from anywhere else. I asked them to flag my account so that nothing can be changed and no one other than me can use the points. I also asked that the account cannot be used anywhere other then the one Best Buy store that is within 100 miles of me. They said that that is not possible.

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Re: Rewards Points Stolen and horrible customer service

Now to my current issue! On April 28th I got a text message that said I am opting out of notifications. Then I got notification via the app saying that my order was ready for pickup. I tried to log into my online account to find that my password wasn’t working. So at this time I knew something was wrong and called the 800 number. After a 40 minute hold I was able talk to someone and found out that $145 in points were cashed out and video games were purchased for pickup. It was at one of the stores in MA that they previously made the fraudulent charge from. I asked them to cancel the purchase do to it be fraud and stolen point. I asked what my email was, and how they could pick something up in with my account. I was told that they added an authorized pickup person, the same name as from a few year ago. As well as they changed my email address. I asked them to freeze my account so that they couldn’t complete the charge or pick it up. About 2 hours later I got another notification saying that my order was ready for pickup. I looked at the order numbers and they were not the same, they made a new order on an account that was just reported as fraudulent activity a few hours earlier. I called again and after a long hold time of over an hour. I ended up calling my local Best Buy store and they were able to cancel the new order. I called the general customer service number and asked again that they freeze or do something to the account since it looks like this fraudster was persistent at taking my money. They said because it was an active fraud case they are unable to fix my email. They did however open a case and gave me a case number. About 40 minutes later I got a call from the store in MA saying that my order was ready, and inquired to when I was picking it up. I found out via the order number that this was the 1st order. I informed them that the order was canceled due to it being fraud.

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Re: Rewards Points Stolen and horrible customer service

The next day the 29th I got a notification that my order was ready for pick up for yet more video games, but this time it was at a different store just a few miles away from the store they tried using the day before. I called the 800 number to have a hold time of over an hour told to me. Unfortunately, due to differences in time zones my local store wasn’t open yet to call. Using a second phone I called my local store as soon as they opened to find out that the order had already been picked up, but they gave me the name of the Best Buy store that it was picked up from. I called that store in MA and told them that someone stole my points and picked up the items at their store. This is the disappointing part. They said it happens all the time and they are use to it and told me to call my local police department. My first thought on this is they are use to it and they do nothing to stop this fraud from continuing to happen, SERIOUSLY??? Eventually I reached a representative after being on hold for an hour, and told them what happened so I can get my points back. They opened another case number and sent it to the fraud department. At the end of the call I asked to speak to a supervisor do to the fact that I had called to stop  2 attempts of fraud from occurring. That I tried to stop the 3rd attempt but due to the long hold time and the fact that the person appears to have made the fraud purchase withing minutes of picking it up. I was unable to stop the transaction from being completed. The representative said that their fraud department will email me when the case is resolved, to that I said if you are not going to change my email back to the correct on then you will be emailing the fraudster that they can steel my points again. But I found out that they do not transfer calls to supervisors, they can only put in a request for a call back in 24-48 hours. I asked that they call me back then. I never got the call back!

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Re: Rewards Points Stolen and horrible customer service

I got an email days later saying that due to the continual fraud against me that they are not able to credit back my points till I meet their requests. But then when I found out what the request are, I couldn’t believe what I was reading. The are asking me to get a new email address and new phone number. I have had the same email for 15 years and my phone number for over 20 years. I find this request absurd and unethical. I told them that I will not change my phone number and I will not be paying for a second phone unless they are going to reimburse me the cost for that line. Then they had the odasity to suggest that I use a friends phone, did they forget I was just a victim of fraud and the first people they wanted to investigate were people I knew? Then they told me to make a new email just for this account. I asked them that if I became a victim of fraud again with an email account only made for this one account how will I know when my points were stolen again. To that they said that I will need to check it often to make sure that doesn’t happen. Yes Please, I am going to waist my time every few days checking an email account for one store due to the continual fraud that is happening to me only with Best Buy. But the person I was emailing didn’t want to understand the issue with their requests. It would seem to me that all they want to do is close the case without using any common sense or do anything to prevent the fraud from occurring. They then told me to go change my phone with it’s provider, but they are ignoring the point to why I will not change my number. Do they not get that changing my phone number would require me to update that number with all my family, friends, school’s, doctors, other businesses I have accounts with, the 80 employees that need to contact me, my employer, and the list goes on to how time exhausting and difficult it would be to update everyone on a new phone number. All I would get as a response after I informed them of the magnitude of their request was that I had to do what they were asking to get my points back. I even informed them of the fact that I did everything in my power to stop the fraud from happening, and in their response, they would not acknowledge any of my concerns. Only demanded that I get a new email and phone number to fix the issue. I get that you can’t continue to take losses due to fraud, but I did everything I could to stop your company from having a loss, and your company did nothing to stop it yourself.

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Re: Rewards Points Stolen and horrible customer service

I read the boards when this issue happened to me 4 years ago, and the stories being reported from then to now are still the same. A lot of point being stolen and cashed out in MA. So, it would appear to me that nothing has been done to fix the issue of the points being stolen. Another patten that I noticed is that points are being stolen when people have saved up a large sum of them, just like what has happened to me multiple time. I see post of people that got new account numbers, even changed their email and had the fraud happen to them still in the same store it occurred before. I seen 2 post were people even changed the phone number and still had their points stolen by what appeared to be the same individual. Reading this I know that even if I go through all the effort to change my phone number (but I won’t) that this person will still find a way to steel my point. After talking to the representatives, I found out how easy it is to hack into someone’s account and how little safeguards are in place to prevent fraud from occurring.

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Re: Rewards Points Stolen and horrible customer service

I called on the 18th of May to talk to someone about how the individual I was emailing about my case was not listening to my concerns and at the end of the call when I realized that the person I was speaking with didn’t have the authority to do anything about the issues I was having I asked for a supervisor. I was told that they cannot transfer the call and they would call me back in 24-48 hours. Two day’s later the 20th I called back and told my story to another person who wanted to open a new case? I told them that I didn’t get a call back from the supervisor, and I needed one to call me back today as the 48 hours had passed. I was told that I would get a call back by the end of the day. Today the 22nd I called back asking to speak to a supervisor due to the fact that I didn’t get either call back. Was placed on hold well they tried to get me to a sup. but was disconnected. I figured it was an accident but nobody called me back? I called back and told them again that I needed to talk to a sup. and was told that they have to call me back. At this point I am upset at the fact that I have had 3 sup call back request submitted and the time elapsed for them to retune my call. I demanded that they transfer me, and I will not accept a call back due to how they failed to do it the last 3 time. I was told I was being transferred only to be disconnected from the call again. Now I am getting mad that 2 people have hung up on me. I call back and the next rep I reach will only put in a request for sup call back and is refusing to even contact is supervisor, I continue to demand that I speak to a supervisor on an escalation call individual, but he is being stubborn and belligerent to trying to assist the customer, and was playing games the way he refused to assist me in any way. At this point between the long hold times and multiple calls I had made throughout the day I had spent over 4 hours on the phone with your company only to be told no one will get me to a supervisor. I called the Best Buy corporate head quarters who told me they can’t get me through to a supervisor or anyone that can help me, and my only resource left is to wright a letter to the CEO.

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Re: Rewards Points Stolen and horrible customer service

I called one last time and finally got someone who was willing to help me today. He reached out to his supervisor several times to see if there is anything that can be done to help me or get me to a supervisor. This person is an honorable truthful individual who not once told me that he can put in for a sup call back. Later in the call to find out why he never said what every other rep told me about sup call backs is because the simple fact is that they don’t call back. As well as the fact that his supervisor was flat out refusing to even consider assisting me in any way. WHAT HORRIBLE CUSTOMER SERVICE!

It has now been over a week since my last time I requested a supervisor and emailed the rep that was working my case and no one has responded and no sup has ever called me back. If I as a customer can only talk to representatives that can’t do anything about the fraud against me, and I am unable to talk to a supervisor. How is one to get this issue fixed? If the person working the fraud case will only email, and ignores the issues brought up to them about the case. How is that person trying to resolve the issue?

I am a very upset customer that is a victim of fraud brought on due to the company’s extremely lax security procedures to protect their customers money. I made every attempt in my power to stop the fraud from happening and the people I talked to did nothing to step up and stop it from continuing leading to the fraudster taking of with my money. I asked for assistance to fix this issue and received no customer service from your company. I am the victim through this and yet I am the one being treated so horrible through this. I have been denied the ability to talk to a supervisor, and hung up on several time. I do not understand to why you business practices are so anti customer, and would rather have efficiency over security of your customers reward points. I have worked for multiple companies in the past and not one I have ever seen such disregard for its customers. I have also never had any issue such as this with any other company I have every done business with. I even requested to file a complaint but was told that can only be done through a sup, the same sups that I have been unable to reach. How extremely frustrating to have to deal with everything that I have to deal with.

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Re: Rewards Points Stolen and horrible customer service

Hi, SDFraudVictom,

Our moderation team is happy to look into this for you. To get in touch, please respond to the Private Message that Tasha sent over to you yesterday afternoon with the requested information. If you're accessing our Forums from a computer, you can find your Private Messages by selecting the envelope in the upper right-hand corner of the screen while logged in. Without this additional information, we may be limited in our options to assist you and further review your concerns.

Best,
 

Fey|Social Media Specialist | Best Buy® Corporate
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