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AIBU?

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Original poster

Refund taken back twice

32 replies

lilyflowerbloom · 10/09/2019 10:37

I purchased a service around a month ago now, which was charged for twice. The original cost should have been 100, but the provider stated that they would have to charge me twice for the service as they had already produced an item for me, despite me not confirming the order.

I raised a compliant with the company HR and was granted 50 refund

Since then, 50 has been taken from my account twice - meaning that I have "paid" now 200 for the product which should have been 50!!

I don't have much money and this has thrown my budget off for the month.

The company is well known in the high Street, and despite daily phone calls and promise of resolving in 3 working days, I still haven't got my money back

Aibu to now request ALL the money back (200) because of the inept way my claim has been dealt with? I really don't complain about things usually, but spending

OP posts:
Original poster
lilyflowerbloom · 10/09/2019 10:38

Sorry pressed send too early

... But spending so much time chasing this and not being able to, for example, travel to see my family this weekend has really annoyed me!!!

How can they just take money without warning or reason!

Aibu to ask for your help in how to sort this today!

OP posts:
Countrylifeornot · 10/09/2019 10:40

I'm struggling to understand, what did you purchase? And how do they keep taking money from you?

Someonesayroadtrip · 10/09/2019 10:42

What did you purchase and how was the purchase made?

Has all your correspondence been via phone, have you made any official compliant in writing?

Seeline · 10/09/2019 10:44

You said the service (whatever that is) was £100
You seem to have placed two orders so the supplier charged twice - £200. Seems reasonable. I don't see how they would have provided that service unless it was a firm order?
They have generously given you a goodwill refund of £50, so you should have paid £150.
I don't see how you can claim you should only have paid £50 in the first place?

VanGoghsDog · 10/09/2019 10:45

Talk to your bank about a charge back for the 2x£50. If the £100 was all charged at once, take that up with the company and ask where your refund is.

Then remove the company payment details from your bank account so they can't take any more money.

Mistakes happen, there are ways to put it right. Bit confused about why you would speak to HR though!

Lucked · 10/09/2019 10:47

Do you have twitter? I find tweeting the company this stuff gets results quicker than phoning.

I don’t think you should worry about naming the company and the product, you haven’t done anything wrong and they aren’t resolving it.

Hannah021 · 10/09/2019 10:47

I don't really understand what happened either.

why did you only get 50 refund, if the item costs 100? why did they charge you then two separate 50s if (again), the item costs 100?

But then later you're saying the item costs 50, not 100!

hoxtonbabe · 10/09/2019 10:49

Can you not ask your bank for a chargeback? It’s not only items purchased with credit cards as I’ve done this with a visa debit purchase.

As long as you have evidence such as emails, receipts, cost of service etc the bank may be able to help, failing that then I can only think of small claims perhaps

Original poster
lilyflowerbloom · 10/09/2019 10:51

I purchased a printing service. Policy states products won't be printed until you are in the store so you can check placement of writing etc., and obviously so the store don't have gto cover costs if you don't come in. You only pay when you have previewed it in store and confirmed etc. Its the policy

They printed mine twice without my confirmation. The company confirmed they went against their policy agreed a refund of the 50.

Since then, I have had the fifty.

But, twice it has been taken out of my bank - so, I am down 100 on top of the order I shouldn't have paid for

OP posts:
lifecouldbeadream · 10/09/2019 10:53

It sounds to me like someone has keyed the refund incorrectly and then re-keyed it again in the wrong direction. I’d email a complaint and message them on Twitter/Facebook.

Zaphodsotherhead · 10/09/2019 11:10

Did you actually receive two lots of the printing service? So, if you'd ordered (say) 400 business cards for the first lot of £100, did you then receive 800 cards? Because how can they charge you twice (mistaken order) and not provide the appropriate amount of goods?

The money being taken out of your bank is weird. You need to get a proper answer for that, and also talk to the bank - if they only provide the order if you are in the shop, then how are they justifying taking the money? Probably someone just pressing the wrong buttons, but even so!

Hadalifeonce · 10/09/2019 11:16

Talk to your bank first, I am sure they can claim back the monies taken in error, if you have anything in writing saying they will refund the £50,I would certainly inform the bank of this too.

DarlingNikita · 10/09/2019 11:17

Name and shame them on social media.

SnowWhitesRestingBitchFace · 10/09/2019 11:30

Not quite the same situation but I had a problem with an insurance company taking money I had never agreed to them taking. After a lot of back and fourth which I wasn't happy with I eventually left a review on trust pilot and within an hour I had a phone call from the CEO of said company. I was given a refund and a goodwill gesture of £100. He also sent my children presents (as it was there birthdays that month). Could you perhaps do that or find the CEOs email address?

Inebriati · 10/09/2019 11:31

Talk to your bank and Trading Standards.

TheTrollFairy · 10/09/2019 11:46

Yea, I can’t really understand what’s happening?
You have been charged £100 for something which they charged you twice for (so £200) and they refunded £50 (so now it’s £150) but then withdrawn another 2 x £50 (so upto £250?)

TheTrollFairy · 10/09/2019 11:51

Sorry, missed your update.
Did you receive both printing orders? And are they of use to you (as in they’ll get used)

Millie2016 · 10/09/2019 12:05

Yes ask for it all back, they can only say no.
I ordered a printing service. They said it was ready to collect, I went to pick it up and it wasn’t there so they printed it for me on the spot.
I then got a voicemail to say my order was ready to collect. I went in and explained that I had already collected the order (and paid). They gave me the second item for free as it was their mistake and was worthless to anyone else.

ChicCroissant · 10/09/2019 12:07

So you placed two orders OP? Your issue is that the items should not have been printed before you'd been into store to check them - but they were and are fine?

They have given your £50 off so you've got two orders for £150 instead of £200?

If you took the items and are using them, I don't think you can expect the whole amount back as a refund.

lilypips · 10/09/2019 12:10

You have paid twice because it was printed twice (in error) they have refunded £50? Which makes you £50 down?

PseudoQuim · 10/09/2019 12:15

I think what happened is that there were two orders for £100 but should only have been one, so one order was cancelled/refunded (£100) and then OP was given a goodwill gesture of £50 on top, meaning she paid £50 altogether. Assuming you have that in writing, contact them via social media if email is getting nowhere and send your proof along with a complaint about unauthorised charges to your account.

IsobelRae23 · 10/09/2019 12:16

Why speak to HR? I’m confused. Customer service would have been where you should have gone.

TheRebelAlliance · 10/09/2019 12:19

Hobbs did this to me once. Instead of refunding me they charged me again and when I queried it they did it again,

IScreamForIceCreams · 10/09/2019 12:21

Post your concern on Twitter - social media is sometimes your best friend when you don't get anywhere through the traditional channels.

MrsMaiselsMuff · 10/09/2019 12:23

Why would sorting this stop you travelling?

This is a simple situation that you've made very complicated.

Send an email, stating that you should have been charged £x, but you have been charged £y. You would like them to process a refund for the difference between the two. Chase them up in three days if you've not had a response.

And speak to customer service, not HR!

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