Missing points from a pre-order?

Hi Best Buy Team,
I sent this in a PM to Aaron but I'm posting it here so it doesn't get lost in the mix.
I really hope you can help. I'm a GCU member. I pre-ordered four games this month and followed through on purchasing all of them. My purchase on 11/18 did not apply the rewards points as I believe it should have and phone service has been of no help. Here are the details:
On 11/11, I put $17 each ($34 total) down on Grand Theft Auto V and Dragon Age: Inquisition. As a Gamer's Club Unlocked member, I pre-ordered both to make sure I would receive the $10 certificate for each game (I not know only GTA was eligible). On 11/18, I followed through and purchased both games. At the time, the teller mistakenly rang up "The Great White Shark" DLC for GTA V for $19.99 and then processed it as a return to void the transaction. I received both games, having paid $47.99 for each, but obviously not the mistaken DLC.
Today, I noticed that I was only attributed 230 points for the 11/18 transaction (the total on my account reads $123.65 but includes the mistaken $19.99), which, as you know, isn't even enough for $5 certificate, much less a $10 certificate.
The phone representatives I've spoken to on the phone have told me, at different times, that a) 230 points is all the two pre-orders will provide; b) that I'll only receive one $10 certificate; and c) that I won't even see the points for 15-30 days, which wasn't the case for the first two games.
Please help! You seem like you know much better how the system works than the reps in the call center. Also, the 11/19 certificate that my account says was issued was not received at my gmail account, in any of the folders, including spam. Is there a way to access this on the website or to prevent it from "auto-issuing" so I can just claim it?
Thank you!
Sincerely,
Chris
Solved!
Go to Solution.

Hello Chris,
Thank you for joining Gamers Club Unlocked, and thank you too for pre-ordering your games from Best Buy. I'll be happy to answer your questions today.
As you have confirmed that the purchase is on your My Best Buy account, you should be all set to receive your "Get $10" points. These can take up to 20 days to post to your account, and promotional points do now always appear as pending before they post to the account. As our contact center agents confirmed, please allow a full 20 days from the date you picked up GTA: V to see your points in your account. If you don't have them after that time, please let us know and will be more than happy to review your account to see what is happening.
When certificates are issued, points are first pulled from your account, then the certificate is generated and an email is sent to you advising you of its availability. There is typically very little time between these two occurrences, but in some circumstances it may take up to 24 hours. You should be able to find your email today, but if you intend to use the certificate in-store a cashier can simply attach it to the purchase when they look up your membership on the transaction.
Thanks,
Mike|Social Media Specialist | Best Buy® Corporate
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