Never Received Points for an Ipad Air Purchase even When No Financing Was Choosen

Question

I'm hoping to find resolution on this matter, so I'm posting it here. I did call customer service many times and to no avail. as well as the credit card company. It was just a waste of time and I was frustrated at the lack of knowledge (I was told different things), the wait time, and their lack of effort to help you. In my last call, they gave me a claim number as they will let the back office research it. I read a post that the back office was no help as well, so I'm posting it here.
I ordered an Ipad Air online at a store last June 2014 and at the same time I applied for the credit card with a membership in your program. The guy who helped me told me that I will earn points with purchases and can convert it to a reward certificate to use. Points doesn't expire but when converted to certificate, the certificate does. Anyway, last week I went to purchase something fron Best Buy and ask for my points balance. The lady told me that I don't have a reward certificate, but said I have to open an account online to check my points. I opened an account online and to my surprised I didn't get any points for my purchase. I called your customer service and was told that my purchase was already more than 3 months and too late to report missing points, One customer service told me, it needs to be reported within 6 months. One was even rude and blamed me for not checking and that I should just let it go and stop wasting my time and that sometimes, even when you use your credit card, it fails to attached the purchase. Best Buy Customer Service is really something! I called the credit card customer service and asked why my purchase was not attached to my membership ID when I use my credit card. I was trasferred to the Rewards customer service and was told that points were not given because I choose Zero Financing. I told her  that I choose No Financing and was eligible for double points as stated in my receipt. She put me on hold and consult a specialist. She told me that I choose Zero Finacing and I said that's not true. She trasferred me to the credit card customer service to verify and I told her to stay in the line. She hanged up before the credit card customer service confirmed that I had no financing ( I paid in full when I got my statement). I called the Rewards customer service who opened a claim and told me that the back office will research my claim. At this point, I'm not hopeful, so I'm hoping somebody can help me. It does state in my receipt that I choose No Financing for double reward points.  

Answer 1

Hello udgbbuy,
Welcome to the Best Buy forum, and thank you for posting.
Before we get to the heart of the matter at hand, I would strongly suggest saving yourself the time and not calling Citibank again because they have no say over the My Best Buy program.  I would also suggest that you read over the Program Terms because whatever information you may have been told is not exactly correct.  A certificate will be automatically issued based on your certificate preference (defaults at $5) and points can be forfeited if an account goes 12 consecutive months without activity.
With that out of the way, I can confirm that the iPad you ordered back in June 2014 did post to your My Best Buy account.  You should be able to see that order by logging into your My Best Buy account and scrolling your purchase history back to 2014; however, you were not awarded any points because the iPad was applied to a 12 month promotional financing offer.  As you have come to find out, any purchases that are applied to a promotional financing offer do not qualify for points (base or bonus).
I do want to apologize for any inconvenience you may have experienced, as you should not have had to spend so much time on the phone trying to get all of this figured out.  I am going to send you a private message so that I can gather some additional information and to go over your My Best Buy account with you.  To check your private messages, you will want to log into the forum and click on the little yellow envelope icon located at the top of the page.
My Best Buy™ Points and Promotional Financing
I hope that you enjoy the rest of your Monday.
Derek|Social Media Specialist | Best Buy® Corporate
 Private Message