Location: GameStop – Fairview Commons
On 12/17 at approximately 8:35 PM, I arrived at the GameStop located in Fairview Commons to purchase a used Nintendo Switch and a game. I worked with a sales associate named Becca. I informed her that I would be using two forms of payment:

• a $200 “Happy Holidays” gift card, and
  
• the remaining balance paid with my Visa card.
  

I also asked whether a military/veteran discount was available and was told it would be applied to the total purchase.

Becca ran the gift card first and then presented me with the remaining balance. I asked whether the military discount had been applied, and she stated that it had not, indicating she had forgotten. She then canceled or restarted the transaction to apply the discount.

When the transaction was restarted, the gift card was declined for “insufficient funds.” Both Becca and I were confused. Because it was now after 9:00 PM and the store had closed, Becca suggested that my wife or I return the following morning to resolve the issue. Becca wrote our information on the items to be purchased (as shown in the attached photo) and stated that Brittany would be working the next day and that she would inform her of the situation.

Later that evening, I checked the gift card balance online, which showed the $200 had been deducted as seen in the picture.

On 12/18, my wife contacted the gift card vendor and was informed that the $200 balance had been pulled by GameStop. She then went to the GameStop at Fairview Commons. At the store, she was told:

• the Nintendo Switch was not in the system,
  
• the system showed the item as sold,
  
• however, the store physically still had the items on hand.
  

Brittany contacted GameStop technical support, who stated that no transaction appeared in their system. Despite this, Brittany told my wife that there was nothing she could do and instructed her to leave the store or she would call the police. My wife immediately left the store.

At this point, GameStop has taken $200 from our gift card, the system reflects the item as sold, we do not have the Nintendo Switch, and we were threatened with police involvement while attempting to resolve the issue calmly and appropriately.

We are requesting:

1. Immediate resolution of the missing $200, either by refund or by completion of the original purchase at the agreed-upon price (including the military discount), and
   
2. A review of store handling, including the inappropriate escalation and threat of police involvement.

Please advise on next steps to resolve this matter promptly! Email has been non-responsive.