Got mixed up with someone else's account, please help!
Alright guys, I'm sorry for the long post, but this is quite a complicated situation now and I haven't been able to get help anywhere else. I talked to a Reddit user who happens to work for Best Buy Corporate, and he recommended asking one of the Community Connectors. So here I am.
Let me start with my original issue:
Back when "Best Buy RewardZone" was still around, my mother had signed up for an account for my family to use. At the time, I wasn't yet 18 and therefore a parent had to sign up on my behalf. My mom never actually shops at the store, though... the only time she even goes there is if she's buying a gift for me or picking something up that I had put on hold.
I'm now 23, meaning we've had this account for probably six years. Obviously RewardZone is now just called My Best Buy, but it's the same number, and we're still getting the bonus points.
Up until about a year ago, the emails were still going to my mother's email, including the rewards certificate. I had created a free account for myself (not associated with any rewards account) in order to buy something back in 2007 or so (before we signed up for RewardZone), so I couldn't change her email address to mine - the system simply would not let me do that since my email already had an account.
What I did in the meantime was just create a second email for myself and change her account's address to that. That way I was able to check it and get my reward certificates, and she wasn't bothered. But, the account was still in her name. Now that I'm older than 18, I should be able to get it in my name. We have the same last name - it's obvious that I'm not trying to scam the system or anything. I can understand if "Jane Doe" wanted to transfer an account to "John Smith" and the customer service rep wouldn't allow it because that's completely sketchy, but why can't two members of the same family shift around who actually owns the thing?
Well, I noticed a few months ago that there was an option to link my account to a different My Best Buy number. So I put in my "mom's" ID, then logged into that account to confirm it. The result was basically two different logins that belonged to the same rewards account - however, the purchase history was still separate.
So anyway, on December 30, my mom and I called the Best Buy customer service number. She explained the whole situation, and was told that they can't change the name on an account - only two letters. This seems a bit suspicious to me, because if they had typed in somebody's name wrong when they signed up, that person would basically be stuck with it forever...
I explained that even though the account had my mother's name on it, I was the one who was making the purchases for the past couple years. I used my credit card or PayPal account, so they were all technically under my name. What the lady said I can do is create a new Member ID, and that somebody could transfer those purchases to my new ID, under my own name. She said that since I already had an account (which was now tied to my mother's ID), what she'd do is just delete my account and then I would sign up using that same email address, and this time not put in a member ID.
I did that, and she said somebody would transfer the applicable purchases (basically all of them for the past year at least) to my "new" account.
It's been almost 3 weeks now and so far, my account still has absolutely nothing in it. I do notice that purchases made with my account have been moved over to my mother's account... the completely opposite direction as I wanted.
A more serious issue, however. I preordered the Meta Knight Amiibo figure (Best Buy exclusive) from the site back when it was still in stock. Obviously now it's completely sold out, because of the high demand. Because the order hasn't been fulfilled yet, it completely disappeared from both accounts. I still have my order confirmation email, with the order number, but cannot actually pull it up online to view the status.
So I called back today and explained all of this. I was basically told "We can't transfer points, period. Whoever you talked to last time was wrong." Well that's great, now my account is completely empty, despite the hundreds of dollars of purchases I've made, because of someone's mistake? This needs to be fixed. The person I talked to today said he'd tie the Amiibo preorder back with my account "in 7-10 business days" as the other person said. I have to hope this guy is actually telling the truth this time.
But what can I do to fix this problem?
This was my situation a month ago.
Luckily the Meta Knight has arrived just fine, and I did get the emails updating the status for me.
I since then contacted customer support via the website, and got an offer to merge the two accounts in my name. But here's the thing... they combined the wrong account! I'm not sure why they thought the other account belongs to me, but all of the purchases were made at stores in Ohio, and I'm not from there. The address on file is somewher eI've never been. It's clearly someone else's account. Oh, and my Gamer's Club Unlocked has completely vanished as well, which I was told wouldn't happen.
So basically right now, when I log in with my email address, I get somebody else's member ID, somebody who happens to have an Elite Plus membership - but no Gamer's Club Unlocked. I've made a couple purchases in-store, but I need some help fixing this problem as soon as possible.
The only purchase I *know* was made with the older account (the member ID that was auto-created when the My Best Buy program was launched, probably?) is that Meta Knight order, and I still have all the emails with the order number if somebody can look it up and find what My Best Buy ID it was tied to. I also have the second member ID, the one I created while on the phone with customer service - and the current (WRONG) one.
You see how this is just one massive problem? I want to solve one thing at a time, though. If one of the Community Connectors is able to move accounts and memberships around, please let me know and I'll shoot you a private message with details. My first priority is simply getting that Gamer's Club Unlocked membership back as I did pay for it and want to buy some more video games, but I've been holding off since I haven't been getting that discount. I can worry about getting the stuff moved over from the account in my mother's name after that.
Thanks
Hi drfsupercenter,
Thank you for taking the time to sign up for the forum and connect with us.
After reading over your post, I can definitely see how everything involved may seem complicated; however, I am confident that I can get everything straightened out for you. There is no reason why you should have to call into us over and over again or wait week after week for a resolution. The terms of the My Best Buy program are pretty direct, so I believe any level of frustration could have been avoided.
A My Best Buy account (formerly Reward Zone) is intended to be used by a single member, and a member is not to share their account, benefits, points, or certificates with anyone else. If the account was in your mother's name, then it should have only been actively used by her. When it comes to merging multiple accounts the name on each account must be the same. While there are occasions where we can change/alter the name on an account, we cannot completely change a name.
I looked over your account history using the email address you registered with the forum and see that two accounts were merged a few weeks ago. If any purchases you did not make were somehow merged with your primary account, then I should be able to remove them. I would also suggest that we make sure the information associated with your account is up-to-date. You do have an active Unlocked membership, so we may just want to have you relink your accounts (My Best Buy and BestBuy.com).
I want to apologize for any inconvenience you have experienced, and I would like to gather some additional information and go over your My Best Buy account with you, so I will be sending you a private message. To check your private messages, you will want to login to the forum and click on the little yellow envelope icon located at the top of the page. I look forward to further speaking with you to see what I can do to help.
How to Link a My Best Buy™ membership to your BestBuy.com Account
I hope you enjoy the rest of your day.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message
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