Customer service regarding credit card mishandling possible credit fraud

Question

To whom it may concern,
On Tue morning I placed a order for a sprint prepaid galaxy s3 and a go pro hero package through the early black friday preview deal.  I had both items in my cart and checked out the go pro package with promo code.  I then immediatley went back into my shopping cart and proceed to put in my galaxy promo code and the item was not longer available and sold out.  I then called customer service to see about why this was removed from my cart and how I could order one.  I was told that item was sold out and nothing could be done.
I then relealized in the confusion that I entered the wrong credit card in the system and wanted to change the form of payment to the correct card.  I was told that they will take my credit card information and I gave the CR rep my credit card and was put on hold.  I then was taken off hold and another CR rep was on the line and I started the whole process again giving my credit card information waiting for an authorization from her, which she gave me. (This whole process took approx 45 min by the way).
I then get to work and decide to check the status of my order at best buy and I am suprised to see my initial credit card info was used to process the order, not the new credit card that was given and told authorized.
I call CR again and the order was checked on on they said that the payment was authorized for the intial credit card and basically there is nothing I can do to change it.  I tell my story to the CR and she sees that I did request my credit card payment to be changed but can do nothing for me not even cancel the order and reissue it with my proper CC number.
I ask to speak to a supervisor Angela and she again tells me their is nothing can be done with my order is being processed and by the original credit card was used as authorized.
My major concern at this point is who did I give my credit card # twice too.  She tells me the agent I was speaking with and I demanded that we get connected with this agent to see what happened with my CC info.  She informs me that this can not happen.  I ask what as a supervisor is going to be done.  She offers no remedy for the multiply issues I was having.  I had to tell her that I would like to escalate this issue, she then said she can issue a ticket # 148428368.  I then ask for the call to be reviewed and I would like a transcript of the conversations I had with the CR rep and how it effects my credit card security.  I am posting this so this get rectified and more people are aware of the dangers your company practices of handling credit card numbers to the CR reps.  I feel this situation could of been handled much differently and want to hear a solution to my issues.
Concered Customer,

Answer 1

Hi wildwest99,
I sincerely apologize if this phone agent didn’t handle your request to change your payment source as you expected them to. It sounds like they tried to change the payment source, thought it went through, but obviously it didn’t change.
We would never give a copy of our recordings to a customer but we would cooperate fully with any ongoing police investigation. Has this second credit card been used without your authorization? If so, you need to contact the local authorities in order for them to open an investigation.
I can say that many calls are reviewed and if this agent didn’t act appropriately action will be taken. This action will of course will be treated internally. Other than providing you a transcript of this call, or sharing if any action is taken in regards to this agent, is there anything specific you would ask of me?
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
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