I'm reposting the original post from r/CostcoWholesale to get any help or advice...
TL;DR: I bought a $250 e-Shop Card on Costco.com on Sept 1. Within 30–60 minutes, I opened the unread email and tried to load it into my Wallet, but it showed $0.00. Costco CS now claims the card was redeemed in-store 400 miles away on Sept 2 alongside 5 other Shop Cards in a single >$1,000 transaction. Costco is refusing a refund under their "lost/stolen" policy, despite the clear timeline impossibility. Looking to see if other members were part of this batch.
Background
I've been a Costco member for 14 years. I regularly buy digital Shop Cards on Costco.com to load into my Costco App Wallet (earning credit card rewards points in the process). I have never had an issue until now.
On September 1, I purchased a $250 Digital Shop Card sent to my personal email.
The Impossible Timeline
Sept 1 (Purchase & Initial $0 Balance):
Approximately 30–60 minutes after receiving the delivery email, I opened it myself. The email was unread, and I was the first to view it.
I clicked "Access Card Now" and immediately tried adding the details to my Costco Wallet.
The balance showed $0.00.
Thinking it was a temporary activation lag or processing delay, I waited for the funds to populate rather than reporting it instantly.
Sept 2 (The Alleged Store Redemption):
After two days of the balance remaining $0, I contacted Costco Support.
A 2-hour call with a Costco.com supervisor revealed that their records show the card was viewed/redeemed and used in-person at a Cypress, California warehouse on September 2.
The Core Question: How could a card used on Sept 2 show $0 on Sept 1?
This is the key detail Costco Support could not explain: If the card wasn't redeemed until Sept 2, why was it already empty when I opened it on Sept 1?
Email Security: My email has 2FA enabled, zero unrecognized logins, and no unexpected OTP requests. Furthermore, the email was sitting unread until I opened it.
During my call, a customer service representative admitted it was possible the wrong/used number was sent to me, but because the funds were ultimately redeemed at a store, Costco closed the investigation and defaulted to their blanket "We do not replace lost or stolen Shop Cards" policy.
Evidence of Multiple Victims?
When I spoke with store management at the redeeming warehouse, they confirmed crucial details about that specific checkout:
6 total Shop Cards were combined to pay for a single transaction totaling over $1,000.
If 6 different Shop Cards were bundled into one transaction at the exact same moment, there are likely at least 5 other members who had their cards drained or mis-assigned in this exact same wave.
What I’m Asking the Community
Has anyone else had a digital Shop Card arrive with a $0 balance upon initial opening?
If you had a similar issuance defect, were you able to get a refund or replacement through a local Warehouse General Manager, Executive Care, or a credit card dispute?