10-01-2019 10:23 PM
I am very confused with the Best Buy Rewards Program. I recently (2 months ago) bought a new TV, and the agent convinced me to get a best buy rewards credit card for 10,000 points to uses for rewards. I was assured that the points do not expire, and that I would be able to use the points, the next year even. I returned to best buy a few weeks later and tried to use my points to buy a game. The best buy employees were just confused by what I was talking about, and eventually one employee told me I had to turn the points into certificates before spending them. I was a bit taken aback by this, but simply paid for my purchase out of pocket that day.
Later, today I created my account logged onto the best buy website to check on my point balance. I was shocked to see that they had auto issued me certificates without my consent 2 weeks after the purchase. I called best buy, and explained that I did not want any certificates issued, that this had been without my consent. They reassured me that they would reissue me the points. Now that I logon to my account again, I see that they did give me back the points, but it auto issued me certificates AGAIN!
I checked and my account is set to point banking, so I am not sure why it is auto issuing me certificates which expire soo incredibly quicklly, and also for such strange amounts ($35, $100, $100, $5...??). I am confused and concerned that this program is meant to be confusing to make sure your points expire without the customers knowledge so that they cannot be used. I sincerely hope this is not the case. Could you please advise me what I should do?
10-03-2019 03:58 PM
Thanks for reaching out!
We aim to make the My Best Buy program as easy to use as possible but this all starts with properly educating our customers on the in's and out's of everything. For starters, when it comes to points earned, for Core members these do expire in the sense that as soon as a certain threshold is reached (which is as low as $5) a certificate will be auto-generated. Anything that doesn't reach the set threshold, up to $20, remains on the account until there is enough points to auto-generate a new certificate.
That being said, for Elite and Elite Plus customers, there is the ability to BANK points. This means that points will continue to accumulate and do not expire for as long as the account remains in Elite or Elite Plus status. Should the account revert to Core status because the spending threshold the year prior has not been reached then at that time all points previously saved are auto-generated into the maximum allowed certificate, which is usually $100. The remaining points stay active until the previously mentioned Core threshold is reached to auto-generate a certificate once again.
Nonetheless, if you've changed your account to banking, then any points in the account from that point on are safe until it goes back down to Core, if it ever does. Any certificates previously issued remain and would not be affected by the banking change.
As an FYI, the spending threshold for Elite is $1,500 and for Elite Plus it is $3,500 in a calendar year.
With the explanations out of the way, I'd love to take a look at your account and see what may have happened and how I may be able to help. To do so, I simply ask that you shoot me a private message with your full name, email address, and phone number. Once I have verified your identity, I can go ahead and review everything from there.