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New Member
Posts: 4
Registered: ‎02-17-2020
Accepted Solution

PreOrder Payment Problems

[ Edited ]

{removed per forum guidelines}

 

Made a preorder for FF7 remake as well as a couple other things. Combined payment with a gift card and credit card. Credit card was charged in January. Shortly after, card account was closed for fraudulent activity. I paid the balance to zero and got a new credit card.

 

So at this point, the order has been paid for completely. You could imagine my surprise when I get a text today saying that BB was unable to process my payment. I assume your initial charge was a placeholder charge and it was removed as some point during the preorder wait. Problem is, I ALREADY PAID THE CREDIT CARD OFF so I never saw that this charge was "removed."

 

So I get a text telling me to update payment. Sure, whatever. I'll pay for it twice and sort it out with Capital One later I guess. I try using the text and the email links to my order. There is absolutely NO WAY to update the order. Part of the order was picked up in January. 

 

I attempt to call CS but there is an hour long wait. I have to go to work and I do not have the time to wait. I apparently have 24 hours to resolve this issue or you'll cancel my preorder. I have a credit card on file that would gladly accept the charges so I can get my game on Friday, but there appears to be no way of doing that.

 

Hopefully someone here can help.

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Contributor
Posts: 472
Registered: ‎09-03-2018

Re: PreOrder Payment Problems

With all of the virus crazy, the hold times have been longer than usual. The moderators here may be able to help but there may be a good wait until you are next in the queue.
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Member
Posts: 10
Registered: ‎09-22-2016

Re: PreOrder Payment Problems


@SPOPATT wrote:
With all of the virus crazy, the hold times have been longer than usual. The moderators here may be able to help but there may be a good wait until you are next in the queue.

There's no excuse for this. I get out of work and there's a 2 hour hold time just to speak to a rep and they've disabled my ability to edit my own order online. If I could change my own order it would save us all some time. I don't know if the pre-order is too old because I did it in 2017. I called Best Buy 2 days ago and told them the card I pre-ordered that game on had been compromised and the bank issued me a new card number and erased that one. They told me they couldn't edit the pending order until it failed. Heck are they even gonna call me back in 2 hours? Won't the call center likely be closed then?

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Contributor
Posts: 472
Registered: ‎09-03-2018

Re: PreOrder Payment Problems

It’s almost like your preorder isn’t the priority with the corona stuff.
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New Member
Posts: 4
Registered: ‎02-17-2020

Re: PreOrder Payment Problems

While I appreciate your right to comment, I really don’t need sarcastic responses from you or for you to hijack this thread.

Coronavirus or not, they’re Best Buy and this is their job. Their priority is MY preorder. They can take their precautions when they curbside deliver it to me. Until then? Fix the preorder.

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Contributor
Posts: 472
Registered: ‎09-03-2018

Re: PreOrder Payment Problems

A moderator will be by to fix this vital problem.
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Best Buy Employee
Posts: 1,623
Registered: ‎01-09-2015

Re: PreOrder Payment Problems

I will say, the 1-888-BestBuy customer service number is likely the only source to fix this.  The moderators here will not have access to update your payment.   If the order payment is not updated, it will auto-cancel and the item will become available for others to purchase.  I'd encourage you to find the time to call so you can keep your item. 

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: 4
Registered: ‎02-17-2020

Re: PreOrder Payment Problems

Boy you’re a real help. What the hell is the point of the forum? I don’t have time to wait on hold for an hour.

And great job having a way to email! That’s super convenient.

It’s a wonder BB has lasted this long. They’ll fold in five years.
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Best Buy Employee
Posts: 1,623
Registered: ‎01-09-2015

Re: PreOrder Payment Problems

The point of the forum is to supply help on the topics they have access to and to be able to speak with corporate. You don’t have to phone in, you can always wait for a reply here. They will likely tell you the same thing. The corporate office, like most of us who don’t work in a store or BestBuy.com don’t even have access to process transactions. The game is out in 3 days, I was making a suggestion to ensure your game is paid for and not released to other waiting buyers.

What purpose would an email serve? It would be the same time frame for a reply as that same team would be responsible for it. Best Buy moved beyond simple email as it doesn’t offer issue tracking or collaboration to solve issues, it’s just an inbox.

Hopefully you’ll take our advice, you really don’t have any time to wait.
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***