Homebase ...and is this legal?

wendiewoo

We bought a kitchen in December and had a voucher for 20% off, but could only be used at the weekend and we were booked in a hotel away. We ordered everything and I phoned on the Saturday to confirm it all, The sales girl phoned back and said the verification code was wrong and it wouldn’t accept my debit card....

NOW I know the code is the three figure code on the back and I hadn’t given that to her.....

after trying the same details over and over again...we have the receipt that proves this it was cancelled, so we cut short our weekend break and went home. We found out the card was refused, the bank had put a stop on it, after being in the store for 45 minutes I used my husbands mobile and spoke to a lady on the lost stolen number on the back of his debit card, they said a stop had been put on the account, a couple of security questions later it was lifted and we paid for the kitchen.

When it arrived we found we had been sent a larder unit instead of a three way corner wall unit, the company said we hadn’t ordered it even thought its on our original order, Homebase said they would sort it out, a day later they phone me at home and say the had to refund my card and recharge me for the unit which was now ordered.
CAN THEY DO THIS< I was not present nor did I give permission and I want to know why they had my card details?

Because the stop was put on the card, I paid some bills before we left by debit card and now I know these transactions can take up to three days to occur as I now have three companies charging me late payments as my card refused payment, I still have to prove this was due to homebase messing up my card, and not me not having the money in the bank, as I had plenty in to cover all my bills three times over.

I have to complain to homebase and would appreciated best way to word letter etc,

Thanks in advance Wendie.

CIS

The block on the card may not have been homebases fault, large transactions are often blocked by card companies until they can verify with the owner that the card transaction is legitimate.

wendiewoo

thanks CIS, I am aware of that, but dont they usually have to phone a number and they ask you security questions then allow transaction?

I accept I may be wrong but the reason I blame Homebase is because the girl said the verification code was wrong... and I may be wrong but I am assuming thats the reason it messed up, not really relevant but the sales girl forgot to order a dishwasher and handles and we went in she said it was because she was having a blonde moment!! which was cute with the hubby but not with me, I dye mine red to hide the blonde!!!!!

I appreciate it may not be there fault but I cant get past the verification code bit, it might mean its a store code or my card and I am sure Homebase HO will try and prove this as I doubt they will say yep, we were wrong lets cover your charges!!!!!!

Thanks for taking time to reply I have appreciated your help in othe boards on here and hope I can return the favour some day.

hollydays

Try and clarify with your bank what a verification code is.(I am having a thought the girl means the verification code is like the authorization code that homebase will get from their banking centre).When i had a similar problem,i rang my bank and they wrote to me telling me exactly what the reason was the transaction had been declined,the also told me the reason over the phone with my telephone banking service,but they got it slightly wrong,so make sure you get it in writing.As to them putting it through without you their-sounds wrong-ask your bank if they can do this

hjb123

I think the main thing here is to speak to your bank and ask them to tell you the exact reason why there was a 'mess' up (could of put it another more polite way!!) and whose fault it was - after all they are the ones who are able to tell you this!

-=Mr-J=-

Even if it was due to Homebases handling of your card and in the unlikely event they admit to it being there fault, they would not compensate you for third party charges. Homebase did not know about the potential charges, have no control over them and no control over your bank in stopping *all* your transactions.

You have got to question your bank as to why they stopped *all* transactions and not just the Homebase one. Their actions have caused the charges when monies were clearly available.

wendiewoo

Ok now the bank say homebase should NOt have taken monies off my card without my permission, when I asked them its it legal they said, well we cant comment thats a legal matter!! So solicitors tomorrow..it seems such a lot of mess!!!! Ahh well the only good thing about homebase its across the road form Tesco!!!