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Posts: 3
Registered: ‎05-02-2012

Somone other than me made an instore purchase using my Reward Certificates

I had $110 in Reward certificates that were used to make an in-store purchase on 4/20/21 at 5:17pm ET.  Whomever made the purchase used the certificates and cash to make the purchase.I was made aware of this given the fact that I received a duplicate receipt for the transaction (which was tied to my account) via my email address.


Obviously Best Buy prcoedures were not followed correctly in-store to verify my identity prior to using the account, however I just got off the phone and was told that I need to file a police report?


This sounds like a ridiculous process.  


What are the possible solutions here, asking law enforcement to get involved seems unreasonable, asking for this burden to be placed on me by Best Buy also seems unreasonable given that they allowed someone to use my account without verifying my identity --- a failure in their own process.



Posts: 10,233
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Registered: ‎11-10-2008

Re: Somone other than me made an instore purchase using my Reward Certificates

I hate to be the bearer of bad news but yes, you have to file a police report in order to resolve this. At least you were able to get a receipt with what was purchased and law enforcement can obtain the videos from the store to verify that it was someone else who purchased it.


This is how the fraud investigations work and it's a lot of time and effort put in, yes but has to be done.


Could it be someone had a phone number similar to yours also and mistyped the digit? Maybe unlikely but it happens.


Best Buy may or may not be able to issue an immediate resolution depending on the circumstances. If someone was able to use your info, you may not have 2FA on your account or possibly a malware / virus issue on your machine that could have allowed third party access to your Best Buy information.


You can review the security basics here:

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Registered: ‎10-03-2017

Re: Somone other than me made an instore purchase using my Reward Certificates

Hello there, MikeE21286!


Thanks for visiting us here on the Best Buy Support Forums! Finding out that someone has fraudulently used my reward certificates would definitely concern me too, so I can understand why you are seeking assistance with these concerns. 


I'd like to look into this for you, but will need some information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:

  • Your full name
  • Your phone number
  • Your email address

To send me a private message, please click the button labeled "Private Message" in my signature below.



Vince|Social Media Specialist | Best Buy® Corporate
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