No matter what I try, any order I make with Best Buy automatically gets cancelled and refunded. I’ve talked with probably 10 representatives, but no one can give me an answer other than the code “Fraud Negative” which they say is a mismatch of verification information. The thing is, they actually do charge me and then issue a refund.
Things I’ve tried:
I talked with my credit card company, and they verified there’s no problem with my card. They also verified what I see in my online account: Best Buy successfully charges my card, but then issues a refund. They said the problem is “absolutely” on Best Buy’s side.
I tried using different formats of my address: The Best Buy suggested one, spelling out Road vs Rd, etc. No luck.
I tried using a different card which has a different billing address.
I placed orders online and by calling a local associate to manually confirm and place the order.
I tried waiting a week and placing another order.
I’ve tried with and without a VPN, in case the IP is flagged.
Nothing works; the order gets successfully placed and charged, but then gets cancelled and refunded. Best Buy apparently just doesn’t like me. Ultimately, I had to make my major purchases elsewhere (using the same card and information, in one case for $200 more).
One other thing I found curious, frequently when logging in, the site cannot verify my password despite using a password manager and copy/pasting to eliminate typos. I’ve had to reset my password 3 times to be able to log in.
Anyone else have problems like this? I’m at the point that I have to accept the fact that I just can’t order from Best Buy anymore, even though I had no problems until recently.
EDIT: Just adding that since posting this, I’ve tried creating a new account with my VPN off, using a different email and phone number, and it still won’t work. I even tried going through PayPal, but it errors out. No one at Best Buy has a clue what’s going on.
EDIT2: I ordered using PayPal on the new account. No VPN and no address entered anywhere. It initially went through, but then just like before, Best Buy cancelled it and refunded my money. So frustrating.
Don’t visit Bestbuy.com on a VPN. The constant password resetting is an indication of this. If I don’t turn off my VPN before logging in I’ll get flagged.
You would need to call 1-888-bestbuy. They can create a case for you, and it will be dispatched to the correct team. They will review and see if it’s correct, or if you are on the list by mistake. That is the only way to get it updated if you want. There are many reasons to get this, not just being a reseller.
It sounds like what everyone else said, that they’ve flagged you as a reseller. If you’ve ever bought a phone with us in the past as well they can flag you with fraud and they’re not obligated to tell you, they can just pretend your card won’t go through or say that there’s an error, no stock, etc.
Next time you are at Kroger, Food Lion, whatever grocery store… buy a Best Buy gift card there for whatever amount and then use that to make your purchases online at Best Buy. Most of your grocery stores sell gift cards to various places.
I’m having the same issue. Tried ordering parts to build my new system and it was cancelled twice. I went to the store and placed the order with the rep and picked up the CPU and motherboard that were in stock and the other items were to be shipped. By the time I got back home, the order was cancelled again. Nothing is wrong with my address or my credit card. This is a best buy issue. I finally decided to block their store from my network and use Newegg.
Tell my why I’m having the same issue and my orders are being flagged as “Fraud Negative” and when I spoke to Bestbuy support the representative stated to me that her notes say that the customer has to file a police report so that the police reaches out to Bestbuy. Only then could my account get updated. I’ve purchased multiple items from them and now their doing this BS to my account.
u/0260n4s - Did you ever get this resolved? I am about to post a similar item in the subreddit. I was told by CS to contact local law enforcement regarding a fraud case. The strange part is all / the few purchases on my account over the years are all legitimate and still in my possession, so I haven’t resold anything. The thing we have in common is I use Mullvad VPN on both PC and phone along with Private Relay enabled on iPhone. No details on my account have changed recently, i.e., same account name, shipping/billing address, password, credit card, etc. I’m a little peeved by the comment they said that BB passed details to LE. The CS rep noted that it could have been any recent change on the account or the IP address was flagged for fraud. But that would mean everyone using the same IP that has a BB account could also be in the same position. Eager to hear if anything has come of this for you. The only way I can purchase from BB is to do so in-store now.
Is the email on your account from a custom domain?
I had the problem where certain orders would get canceled and the text message would say my information could not be verified. Apparently the custom domain was causing the system to flag my account as a business account.
Need to get ahold of the call center and ask them to dispatch a a case with the order #’s to Cancel Reason, there’s a verification system that is setting something it doesn’t like with your account…
I had this happen with a customer not that long ago. He had to contact Best Buy to verify information. He moved from a different state to where I am and it kept flagging for purchases. I’d call Best Buy and make sure your account isn’t flagged for fraud. Apparently can happen randomly according to who I talked to
I’ve seen this happen twice to different customers in my five years. I remember spending time on the phone for them and being told that either there was something on their (the customer’s form of payment) or end or that there was some super high level team that needed to look into it.
I think both customers had trouble getting it resolved; one gave up and the other I think eventually got through to the right rep. It wouldn’t matter if they ordered in the store on online. Order would get confirmed and then a minute later they would receive the cancellation notification.
I would call customer care and ask if it can be investigated. If you are legit and it’s an error/mistake, they may be able to correct it within a couple weeks I would say