20yo DD was home alone- 2 Proovia delivery came into house and stood over her until she transferred £60 into their own bank account- raging at response

[fanothetan]

Delivery came significantly earlier than agreed, and these men were angry that I had not answered the phone. I work in CAMHS and never take my phone into clinics- . beside the point anyway, I had no reason to think I needed to.
DD knew nothing about the delivery so totally blindsided by how they were behaving. From their demeanour she assumed I had messed up. They brought the item upstairs (I’m third floor) came into the hall and demanded £60 because they had been paid to deliver to the first floor. True, but would not have been an issue if the delivery has arrived at the agreed time. They stood over her while she transferred it on her phone. Understandably she felt scared and did not argue with them, which was the right thing to do.
The response feels like a parody. I phoned and repeatedly ‘corrected’ with variations on ‘your adult daughter’ ‘yes, but she is an adult’. The initial reply to an email was a bald ‘the transaction was cancelled by you’. This was untrue and anyway are either of these responses the point?
After providing evidence and much to-ing and fro-ing there’s no dispute this happened and they say the driver no longe works for them. Having said they would refund the money, they are now saying they won’t, and asking why it’s taken so long to request a refund. Now it’s only £60 and hones, I honestly could not care less, but it speaks volumes and makes me extremely skeptical that any action was taken by them to address this.
The question is can I do anything? I have one of their full names from the bank transfer and their phone number from the repeated phone calls. Taking it to the police seems trivial if it’s about £60 but it’s not, it’s about grown men intimidating a 20 year old girl in her own home. It’s about an employer who clearly give no fucks at all about this and is happy to prevaricate and hand out platitudes rather than respond appropriately.

AIBU to not just suck it up and accept this is how things are? Or should I post the entire email thread which would be hilarious were it not so totally enraging? If there is a constructive way to get this addressed I might be spared an ulcer.

Hmm why would your daughter accept and pay towards a delivery that wasn't for her and she wasn't expecting? Doesnt make sense. Why wouldn't she just shut the door on them

I would report it to the police anyway for the intimidation angle. Also, surely it’s fraud if she was made to transfer into their own personal bank account rather than the company one? Police may not do anything but it will go on record in case they do anything like this again.

Really? You don't accept deliveries for people you live with?

Not ones I have to pay £60 for! I'd expect my similar aged children to tell them mum was at work but they'd have to take it back until they could talk to her.

The demand for £60 came after they had delivered to 3rd floor, were inside the property

The OP isn't that long!

What do they mean by took so long to request a refund? How long was it before you contacted them about the £60 charge? And are you actually saying that your daughter transferred the money into one of the drivers personal accounts? Can you do a charge back through your bank for this?

Oh come on. It would have been obvious the delivery was for tge OP.

What would gave said if she had refused it agd the company had then claimed the delivery was refused and the OP had to pay £XX for messing them at ou d? That the dd had no reason to refuse a delivery that was very clearky for her mum….

This is Mumsnet. Half the posters won't even answer their front door😂

What about the fact it was a lonely woman facing two angry, thereatening men. Taller than her and clearly stronger too (just from the fact they delivered whatever it was, but not a light item, to the 3rd floor.

You don’t think it’s pretty normal to be frightened and accept to pay fur your own safety?
Because I’m pretty sure that if tge dd had told them NO and they had got physical, that’s EXACTLY what most people would say. Safety first, it’s only £60, not worth putting yourself at risk.

Not if someone was wanting to charge me for them then no.

I read it as a third floor flat mot 3rd floor inside the house

They had already delivered the item. She clearly stated the two men intimidated her daughter.

Why is that hard to understand? Maybe you’ve never been intimidated?

When there’s two angry men and one female it’s easy to see why she was scared.

I suggest never answering the door without the chain on so you can close it quick.

😂

Well i read it as they had carried the item up 3 floors. I presumed in a blick if flats. Never was anything said about delivering it first. Its said they came into hall AFTER carrying it up 3 floors. . I wouldn't be allowing them inside the house anyway if I wasn't expecting it. I guess must've been large.

A third of them never even lock their front doors.

What was the delivery of? How long did you take to complain?

There’s no way I’d hand over £60 as it’s not likely to come from the courier themselves, but that’s irrelevant.

So what are we doing here? Answering the OP's questions or going all out to prove that the 20 year old girl MUST be in the wrong somehow? Because that's something that also goes on a lot on MN.

Of course, instead of transferring the money to the personal account of one of the delivery men, she ought to have insisted on talking to the head office of the company. However, I can totally understand why she did what she did. Anyone who has ever been threatened by intimidating men in a confined space will understand. There were two of them and she was totally alone, with no one to call for help.

I want to know what they were delivering that costs £60 for 2 extra floors.

If that was the charge then isn't it fair they asked for it? Not that they intimidated her, but if I was her I'd just tell you to pay me back.

If it says in the company's contract you need to pay that for it to be placed up that many stairs then other than saying I haven't got it, you'll have to wait for my mum, paying it was fairly sensible.

You don’t answer the door to anyone? Even though they came at the wrong time this was a delivery for the OP, so guessing if it was you it just wouldn’t be delivered. Surprised a 12 year old isn’t ever home alone too.

I also model this with not opening the door.

😂

I am confused about the floors. If you live on the third floor, why did you only pay them to deliver the item to the first floor (and why would it make a difference if the delivery had not been late?)