Customer Support problems, points stolen

Question

First off, let me say I have always been a loyal Best Buy customer, but over the past few weeks, I am not sure what happened but I have lost almost all faith in this stores ability.
 Last week, I went into my local store, to get a price adjustment on a Smart TV I had purchased.  The TV was bought roughly 30 days prior, it was outside of the price match window, but within the Elite Plus return window, so the store said they would match the current advertised price.  They told me the only way I could do this was if they returned the item, then resold it to me.  They placed the return on a gift card and re-purchased it for me, and I was left the $400 balance on a gift card.
When I purchased the TV, I used my BB MC and used standard finiancing, with all the bonuses etc I earned nearly 12000 reward pointd for this purchase.  These were all taken away because of the way the store handled the return.  
The old points taken away, and since in the system it showed me using a gift card to make the re-purchase I got minimal points.  I called customer support and after 40 minutes of trying to explain to this nice woman how the program works and what the problem was, she said she had to refer me to the "back office". This is slang, I have come to find out, for the real best buy employees.  Not sure if these folks work from home, or in a separate call facility not associated with actual Best Buy.  She assured me I would have resolution in 7-10 days.  Today, I received a phone call from a woman I could not even understand because of her foreign accent.  She started to explain to me how I have 2000 points pending and will get them in 15 days or so and if that was all that I needed.  I did not have the patience to try and translate my situation to her so I asked to speak with a supervisor, I was trnasfered to a phone line that rang non stop for 15 minutes until I ended the call.
This is all somewhat irrelevent since yesterday, I somehow issued myself $1065 worth of reward certificates and immediately used them for something.  No idea what, I guess they are investigating this as well.  Funny thing is, the certificates that were issued were for more points than I actually had by a few thousand. 2 hours before the theft, I had 46000 points, yet I issued over 50,000 worth It said my balance was 16000 and had $240 in rewards left, after calling customer support, I changed my passwords, today I log in and I have 114 points.
After reading this forum and a few others online, I have found out that this is not a new problem but actually a security issue they have been dealing with.  Last week I had 56,000 reward points that I have been diligently saving, today I have 114.  I cant even get someone who has a clue to talk to me on the phone, and the store just tells me I need to call the 800 number.  According to mybestbuy profile I have spent $18,153 to date this year at Best Buy and with my BB MC, and I get little to no help.
Michael {removed per forum guidelines}

Answer 1

Good afternoon Michael,
Thank you for taking the time to reach out to us on the forum.  I can certainly understand having concerns if it appears that all of the points you have banked are now gone.  It does appear the price match could have been handled a little bit differently.  Once outside of the 15 day time frame allowed for price matches, a return and repurchase might be performed in-order to process a price match; however, instead of issuing the funds in the form of store credit, a full refund to the credit card and new purchase with the same credit card may have been a better way to go.
While looking over your My Best Buy™ account, I believe that I can explain what may have happened with your points.  I am going to send you a private message so that I can go over your account with you in greater detail and see what I can do to hopefully resolve any of the issues you have encountered.  To check your private messages, please make sure you are logged into the forum and click on the yellow envelope icon located at the top of the screen.
I look forward to speaking with you.
Derek|Social Media Specialist | Best Buy® Corporate
 Private Message