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New Member
Posts: 2
Registered: ‎04-09-2020
Accepted Solution

Issue with Apple Pay and updating payment

I placed an order for an Oculus Quest about 4 weeks ago using Apple Pay with delivery expected around 2 weeks later.  Covid19 obviously delayed things a bit.  Now I got an email that my payment was declined and I needed to update it.

I could not update via the website and so I called BestBuy.  

 

The first rep tried to update my payment to a credit card but it did not go through because of an authorization issue -- I called the bank and they did not see any sort of authorization request or attempt.

 

I called back to BestBuy and the next rep also tried to update my card but told me that if people use Apple Pay they cannot update the card and so I have to cancel my order and reorder it.  The rep told me they had the item in stock now too.

 

I explained that If I did that I wouldn't get the product I wanted because I had to wait in line all over again for it.  I asked to speak to a supervisor.  I was left onhold fro about 10 minutes and the same rep came back without a supervisor telling me the same spiel.  I asked for the supervisor again.  I then got hung up on.

  

How am I suppose to update my payment and not wait in line for the thing I already waited for?  How am I suppose to satify this issue when I get hung up on by customer service?

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Best Buy Employee
Posts: 1,623
Registered: ‎01-09-2015

Re: Issue with Apple Pay and updating payment

The information proved was correct, because of the way Apple Pay obfuscates the true card information there is no way to update or correct it. The transaction is “tokenized” which prevents modifications. Your bank would not see anything because it never passed over to them.

Canceling it and redoing the order would be the only way forward. I love Apple Pay, the tokenized transactions that don’t expose your true account information is the future. It truly keeps your financial information protected. With that said, I would not recommend using it for any preorders or anything that potentially requires modifications before the item is in your possession. This is the limit to anonymized data.

While I can’t speak to why they disconnected, this isn’t something that “going up the ladder” high enough will be able to overturn.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 2
Registered: ‎04-09-2020

Re: Issue with Apple Pay and updating payment

That is heart breaking to have waited for something for so long and to lose out on it because of BB technical limitations.

 

I don't see why I will do business with BB in the future.