Online non-purchase

springiness

Any advice before I phone the company please?

Last week I tried to order an ID tag online from a company I've used in the past with no problems.

Each time I entered my card details and pressed the continue button it brought up a message that it couldn't process the payment.

I tried again the following day with no luck and emailed them to report the fault.

My email was ignored so I ordered from a different company the next day.

Then the original company emailed me to say they noticed my payment hadn't gone through due to an invalid code on my card (?) and if I still wanted to order I could phone and I could pay that way.

I ignored that email because I didn't need to go through with the order.

Checked my credit card statement over the weekend and they've taken payment but haven't sent me a tag.

(Incidentally the other company took their payment a day later and it arrived on Saturday).

I've emailed the company who messed up and asked for a refund but not heard anything back. I'll phone them this afternoon if they still haven't replied.

Between this and the car insurance problem I'm reaching the end of my tether.

What should I say if they refuse to refund me?

CLLC

They can't refuse to refund you ,

You technically never authorised the payment , so by law they have to give it back

springiness

Good news!

I decided to give them to the end of today to reply to my email (since I sent it over the weekend when they were closed).

They're refunding me.

I'm very pleased because they've always given good service with previous orders. It's good they sort out problems quickly too.

Big thank you to CLLC too for advice here and privately.