Why was a loyal customer banned from online purchases without even a warning or a phone call?

Question

Today I tried to use 10 gift cards online to purchase another gift card. I want to be clear. In doing so there was no warning or deterent for me to try and do so. I tried was because I read a response from BB Social Media Specialist John-BBY that it could be done in the store: http://www.forums.bestbuy.com/t5/Best-Buy-Store-Purchase/Can-you-combine-best-buy-gift-cards/td-p/86... So I figured why not see if it works online. The order was processed and then canceled. I then tried to order a portion of a larger gift card with some of my existing giftcards and then put the rest on my credit card (which has the same billing address as the shipping address for the delivery) and it was canceled again. I am not a theif nor am I trying to launder money. I am simply trying to combine the gift cards my wife and I have aquired (many of which we only have the number and the pin for) so that I can purchase 1 large item at BB. I know I can only use the numbers + pin at bestbuy.com. I cannot use them in the store as I do not have a physical card nor an e-gift card with a bar code.
Because I am not doing anything illegal or trying to fraud anyone, I promptly called BB on the phone to make sure they know I am really me. I spoke with a nice rep who while pleasant enough, gave me the unfortunate news that my bestbuy.com purchasing privileges have been revoked?! That there was nothing that she could do. That now I have to wait 5-7 days while it is reviewed by the risk department. My case number is {removed per forum guidelines}. This seems EXTREME right?! Why if you have no GLARING public warning at checkout would you cancel ALL of my privileges to purchase online? I write software for a living. This is clearly a CATCH all fraud mechanism built into your sales system. Why don't you just put an error message on the order form saying that you are not allowed to purchase giftcards with giftcards online? Writing, testing and releasing the code for that simple error message would take a fraction of the man hours that "investigating" my single case is going to take. Let alone the possibly hundreds of other customers that you put through this rigamarole. Without any warning how are people supposed to know?!
I am certainly not a new bestbuy customer. I have a fantastic purchase history by any retailer's standards. Especially one with such heavy competition. I am a "MY" Best Buy member. I have the Best Buy credit card. I have bought things at bestbuy.com over and over again for 5+ years! What better shining example of a loyal customer do you want?! This is a HUGE pain in my butt. I simply want to use my 12 gift cards of varying balances to purchase 1 single product. What can you do for me? The customer satisfaction/social media PR team has to be able to do something. A resounding "Our hands are tied" sounds like a real loud lack of trying. In anyone's mind (employee or not) if no one can help me this has to be seen as a huge let down of a loyal customer and a understandable reason for me to start bringing my business elsewear. I don't think I have ever been treated like this by Amazon.

Answer 1

Hello jsanford,             
Placing an online order with us should be a relatively easy process, so I can imagine your surprise to find your order unexpectedly cancelled after being a long time customer with us. It sounds like you’ve been put through the ringer just trying to figure this out on your own, and it’s disappointing to hear we’ve been unable to explain what we can do in order to assist you. I apologize for any frustration this may have caused, and I appreciate the opportunity you’ve provided us to clarify the situation at hand.
While never ideal, there are times when we regrettably must cancel an online order from our end for various reasons. While we are unable to elaborate further as to why your specific order was cancelled, please feel free to view our Conditions of Use that were agreed upon by placing an order with us.
Having said that, we are only able to accept up to 10 gift cards per transaction on BestBuy.com, and this could explain why you were unable to combine all 12 of your gift cards at one time. If you wish to do so, I’d suggest visiting your local store as they may combine up to 15 at one time. It’s understandable how this would be problematic though if you no longer have a physical copy of some of your gift cards, so I’ve sent you a private message to gather some additional information from you. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.
 I hope to hear from you soon,
Alex|Social Media Specialist | Best Buy® Corporate
 Private Message