Points, Policies & Certificates

[mdenutte]

Greetings BB Suppprt.

I am near the end of my patrience and time with Best Buy as the same situation is happening repeatedly and it appears there is no end in sight.

I am AGAIN requesting the reinstatement of a large amount of best buy rewards points/certificates as for the second time in 15 days.  On Dec 20, even though I changed my passwords, have 2-step verification on, and I am the only one allowed (per account) to pick up any ordered items in the store, over $800 worth of rewards were redeemed from my account and used in store #265, in Laurel, MD.  The certifcates were used for 2x Apple Watches (amongst other small items) and the scammer used cash to pay for the taxes.

Then again, on Jan 4, only about 12 days after my points/certificates were reinstated, the scammer managed to DO IT AGAIN.  This time, I was watching it happen in real time as I was alerted via email that my certificates were being redeemed, again, for 2x Apple Watches, this time, right down the street at Best Buy store #2508, located in College Park, MD.  I attempted to call the store directly to inform them that is was happening at that moment and that someone was going to redeem over $800 worht of certs to "purchase" 2x Apple Watches, but instead I was simply routed to a help line (sounds like overseas customer service reps) and the criminal got away with the items only 15 FIFTEEN MINUTES after fradulent certificate redeeming.  

CLEARLY, there are individuals associated with the company who can steal Best Buy rewards/certificates without any kind of account log-in and who use the certificates to obtain items, in person, in the store, within minutes.  

I request the following:

1.  Immediate recovery/reissuance of all stolen reward points (over 41,000 / $810) worth

2.  A plan for how this WILL NOT happen again.  New MyBestBuy account, in general, complete with Reward balance transfer?

3.  Any way I can help catch the people who actually do this?  I have every receipt/screenshot/time stamp of when/were this was happening.

I have been a My BestBuy rewards member/Mastercard user/Elite-Plus member for over 13 years and I would hate to have to swear off the Best Buy name/account forever due to lack of trust between the customer and the franchises ability to keep their information private and safe from In-House criminal employees.

v/r

Michael 

[Deysha-BBY Social Media Specialist]

Hello, mdenutte,

Welcome to the Best Buy Forums!

I appreciate you taking the time to write us regarding your account, and awaiting on a response. We've been busier than usual and are working hard to get back to everyone. Looking over your communications, I can see that you are already working with my colleague Josh over on Twitter. Please continue to work with him there until this issue has been resolved. Thanks again for reaching out to us!

All the best!

[mdenutte]

Actually….. I tried to resolve this over the phone first, after 90 minutes of being on hold and being tossed to three (3) different phone reps, I was disconnected.

It was then I reached out via Twitter and got connected with Josh who informed me “You have already been connected with phone support and a case is actively being researched. I will let them handle it from here.”

I replied to him how I got disconnected and asked about creating an entirely new account complete with new account number and all.

Josh (BBY Rep) replied, “Before creating a new account, I would wait to see what the team actively working your case finds. Once they reach out to you, they should be able to let you know if that is a necessary step.”

My questions are now:
1. The first time this happened, I got reimbursed all points and reward certificates within 72 hours. This time, it’s been 7 days so far, and nothing had happened that I can see. What’s different?

2. How am I able to communicate with those who are “actively working” my case, in lieu of getting assigned or connected to a different support technician who will tell me “someone else is working on it.”?

It really feels as though I am being passed around the room and nobody has any real answers for me. I hope that is not the case, but how am I to feel otherwise?

Thank you,
MDeNutte - Elite Plus Mbr

[Deysha-BBY Social Media Specialist]

I understand where you're coming from, mdenutte.

Although I won't promise a different outcome, please send me a private message with your full name, phone number, and e-mail address so that I can review this for you. To send it, click on the blue button next to my signature. I look forward to hearing back from you.

Sincerely,

[LFSorder]

Why was my comment regarding explaining the exact same issue I faced a while back deleted? I know I wasn't exactly "nice" about expressing my frustration, but to delete the comment!

[mdenutte]

I'm unsure who you are asking the question towards, but if it is me, I do not have any info on anything you have posted previously regarding this post or any post that was similar.

As I have searched the earlier postings, I have noticed that there are LOTS of people who are getting screwed over by this criminal group operating out of Maryland, specifically Baltimore area.  I spoke to a friend of mine who worked with BstBuy for over 12 years and before I even mentioned the location, he said to me, "If it's happening out of Baltimore area, that's been going on for years."  He also mentioned it's partly due to store employees not following proper certificate redemtion protocal and also, more than likely, there are employees working together to causing this to happen.  Sad stuff.

But you had same issues happening with you also?   Did you get your certificates/reward points back?  If so, how has it gone since?

v/r

MDeNutte

[Deysha-BBY Social Media Specialist]

Good morning, @LFSorder! I am not sure what comment you are referring to, as I don't see any that have been removed in the past year plus.

@mdenutte, will you please send me a private message with your full name, phone number, and e-mail address so that I can review this for you. To send it, click on the blue button next to my signature. I look forward to hearing back from you.

Sincerely,

[LFSorder]

My comment was directed to the BB people on here since they would be the only ones who could delete my comment.. Basically I said that back in 2019, I had a little over $200 I'm certificates stolen and used in Hanover MD store.. BB was great in getting my points returned to my account..

I also said that back then, I saw a lot of other people having issues in MD... I was on this forum for a unrelated reason, but when I saw your post, I couldn't believe this was still going on.. I am disappointed BB's loss prevention team hasn't done more or even gotten the police involved. I mean, if they keep going to the same stores in MD, they should at least tighten up protocals...

One can't wonder if there isn't a bad actor withing BB working with these thieves.....

[Deysha-BBY Social Media Specialist]

Thank you for your response, LFSorder! Hope you have a great rest of your day!

Sincerely,

[cbart13]

@mdenutte @LFSorder 

This same thing happened to me today and there is a post from another member on the MD scammers. Looks like they are back.

25,000 points and they bought an Ipad. Not sure why BBY doesn't ask for IDs for redemption. Once I get my points back, not sure what keeps them from doing it again.