To think this can't possibly be right / legal??

[2under4]

My brother has has £140 taken out of his bank account, without his permission, by UPS...

He sent me a TV, properly wrapped in correct box etc (the package to send the TV cost £30 itself). Arrived late and box clearly damaged. Needless to say the TV didn't work. UPS said their damage clerk needed to inspect it, so I repackaged it as requested and sent to the damage clerk. Next thing we know, broken TV is outside my brothers house, and they have charged him two lots of £70 for "missed deliveries"!! We didn't ask them to resend a broken TV to him... obviously.

Are they allowed to just take money out of his account like that? What can we do? We've been calling for weeks but no-one has been able to even explain why any of it has happened, and there is no ombudsman for the post. It's caused a load of problems with money suddenly leaving their account too, with regards to other payments that were due, and upset in the family 😨 Any help really appreciated.

YABU - Yes, UPS are entitled to take the money.

YANBU - This isn't allowed.

See citizens advice for help but presumably he can do ring his bank and explain that the payments were not authorised and do a charge back? And I would be writing to UPS demanding compensation for them breaking the TV though I guess you might need to check the T&Cs

I would have this moved to legal or you will get some seriously ill informed responses here.

He should speak to his card provider

Thanks for the replies, I'm really stressed about it as don't have £140 spare!

This was a few weeks ago as we were hoping to get a resolution through UPS. Tbh, thought it would be a standard "really sorry about this admin error, here's a refund" type thing. Never dreamed a "proper" company would do this sort of thing (probably naively). Can he still get help from the card provider do you know?

@Maryamlouise Yes, we've claimed for the damaged TV too, but it's just radio silence. They lead me to believe that sending it to the Damage Clerk was so they could check it for themselves, and get the claim started 😰

Get all over their social media and calmly and factually explain what has happened.
Then find out the name and email address of the M.D or CEO. Send them an email or two!
It usually works!
Good luck op!

It’s definitely worth contacting Citizens Advice. They should be able to give you advice on this or signpost you to someone else who can help. Also worth writing to consumer columns/money columns in newspapers, to see if they can help, although it will probably take a while to hear back from them and I realise you want an answer ASAP.

Thanks @WineIsMyMainVice &@Acapulco12 I will try both approaches and see where we get. Would never have considered social media! Will have to get myself a twitter account set up 😂

I’ve had this happen with the post, fine print in the t&c.
I’ve even requested this (returned at my own expense) for family who work shift work making delivery a challenge.

Resolver is good, recommend by Martin Lewis (Moneysaving Expert). It's cleared up several issues for me.

www.resolver.co.uk/

@homezookeeper That's amazing, never knew that existed either - have been on it this morning thank-you so much!

Sorry, do you mean they took money from your account too?? How much and what happened in the end, if you don't mind me asking? Was it also UPS or someone else?