How difficult should it be to redeem a "My BestBuy' reward certificate???

Question

Back, on August 11, 2014, I logged into "My Best Buy' account, and saw that I had 1500+ points available, so I attempted to print a $25 reward gift certificate, to purchase an item in-store.  I got an error, stating that there was an error and to try again later.  OK - so an hour later, same error.  A couple of hours later, same error.  The next day, same error.
So, the next day, August 12, I physically go to the store to purchase an item.  I go to the customer service desk, to purchase this with my $25 certificate that I have in my account.   The girl said she did not have access to my reward certificate, so she let me log on, in the store to attempt to print out this certificate.  Nope - same error.  So, she calls the 1-800 number for me, gets me to a CSR, and I explain my problem.  I was put on hold, then the call disconnected!   So, I buy this with my credit card, and would come back next week to get a refund on my credit card, and pay for it with my certificate, which I assumed would be no problem.
Well, I then call BB later, and spoke to Joseph, who can see that I do have enough points to redeem a $25 certificate, but she doesn't know why I get an error.  So, he gives me a case ID: {Removed per Forum Guidelines}, and tells me that someone would contact me within 7-10 business days.  WHAT???  7-10 business days???  You're kidding me, right? 
On August 21 (9 days later), 'Zoher' emails me and asks me if I still get that error.  I do, so I then call the 1-800 number, as listed in the email for further assistance.  I then speak with a girl, who assures me that someone would email me in regards to this issue, first thing the next morning, Aug 22nd. 
Well, on Aug 22nd, I did NOT get an email, nor do I have my rewards certificate!
So, I send out another email, and asked if this cannot be resolved immediately, to put me in contact with someone who CAN take care of this issue.
I then get an email that day from 'Zoher', who says my account is damaged, and that is why I cannot generate a certificate.  He then provides steps to generate a new 'My Best Buy' membership account.  I go through those steps, and it's generated.  Great - but now I have ZERO points in my account.  Problem:  STILL no gift certificate.  So, I instantly reply to Zoher, to tell him my account is created, but now I have zero points.
Now, on August 25, I get an email, stating that he cannot contact me, so this case will be closed! 
ARE YOU KIDDING ME???
I was pretty darned annoyed at the beginning.  Now, I'm REALLY ANNOYED!
So, I call the 1-800 number again (Aug 25), get another rep, who sends me to another person, and I finally get 'James', and also got a new case ID: {Removed per Forum Guidelines}.  He looks into this, and understands my issue, and he assures me that I will get all my points back into my Reward Zone account within 24 hours.  I check in 24 hours - zero points.  I give it a little time.  
Aug 28 - I reply to the email, stating that I STILL have ZERO points in my account.
Guess what?  NO REPLY from BEST BUY!!!!
Aug 29 - I send an email to [email protected] and [email protected], explaining this whole scenario again, and guess what???  STILL NO REPLY from BEST BUY.
OK -  today is Sept 4.  I initially contacted BEST BUY on Aug 12, with this problem.
All the people I spoke with at Best Buy could see that I had earned enough  points on my account to redeem a gift certificate.  Now, 23 days later, I still do not have a gift certificate, nor does Best Buy care enough to even reply and address my issue. 
What more can I do???
I have talked to numerous people online.  I have 2 case IDs with BB customer care.  I have sent numerous emails, and BB decides to ignore me.  What else does a customer need to do, to redeem the points that I have earned.  I have asked NUMEROUS times to be escalated to someone that CAN help me, to no avail.
If anyone from Best Buy is reading this, can I get some assistance here, because I have gotten no where, after 23 days working with BB Customer Service!

Answer 1

Good afternoon nota12a, and welcome to the Best Buy forum,
Depending on the error message in-question, it could potentially take some time to resolve; however, there is no reason why it should take you almost a month to convert available points into a certificate.  Who could really blame you for feeling annoyed at this point?  I would feel annoyed too.  This is simply not the level of service that Best Buy strives to provide its customers.
While going over your account history, I did notice that you currently have two active My Best Buy™ accounts.  If we were going to suggest opening a brand new account, then we should have helped merge your accounts and moving the 1,500+ points over to your new account.  The primary information shared between your two accounts matches, so I will help merge them together and get you down to one account.
I am sorry for any inconvenience you have endured while trying to utilize your points and would like to see if I can help convert them into a certificate.  To go over your My Best Buy™ account with you and gather some additional information, I will be sending you a private message.  You can check your private messages by logging into the forum and clicking on the little yellow envelope at the top of the page.
Thank you for reaching out to us.
Derek|Social Media Specialist | Best Buy® Corporate
 Private Message