Warning: Jacamo borrowing MY money

melpg

I placed an order with Jacamo on line for approx 120 pounds on Fri 17th Dec and paid by card.

Simple, or so I thought.

Then on Wed 22nd Dec I checked my bank balance as I had planned to do my food shopping and wanted to check how much I had to play with. I found that my balance was around 120 pounds lighter than I expected.

I rang the bank and they said a card payment was showing for 120 pounds from 17th which I said I knew about as it was to Jacamo but they told me that Jacamo had taken several payments from my account that day, the 22nd. Looking into it further, Jacamo had taken each item separately on the 22nd but the card payment was still showing. The bank said that they couldn't cancel the card transaction and I would have to wait for 10 days until it wasn't claimed because there were no details attached to it and they didn't know who was claiming it.

I of course rang Jacamo who told me it was common practice to charge me separately for each item in case of returns ??? Never heard that one before but regardless, I explained their card payment was still current and told them my bank wouldn't cancel it so asked them to.

In short, they did nothing. My bank was very good and told me to get Jacamo to fax something to them explaining they were not going to claim the card payment as well but Jacamo wouldn't hear of it, said they couldn't do that and matter of factly said it was the bank's fault.

Now I've ordered many things on line and never had this problem before so I'm pretty sure it's Jacamo's fault, not the bank.

I was furious because it was a few days before Xmas and I don't have a lot of cash so this money they effectively 'borrowed' from me meant that I couldn't do my shopping as planned and bearing in mind I work full time, I had planned exactly when I would get the things I needed for the big day. That all went down the swanny and I ended up borrowing off a friend and rushing around after work on Xmas eve on top of everything else I had to do. Not to mention leaving work early on wed to get to the bank to try and sort it out.

Has anyone else had this problem? And if you haven't ordered from Jacamo - DON'T!!!

I've written a letter of complaint to Jacamo but I'm not sure who else to complain to? In my eyes, they went into my bank account illegally on the 22nd and took the payments out of MY money.

I really want them to be reprimanded for what they did. Any ideas?

Thanks

wealdroam

Cancel your order.

Take your business elsewhere.

Under Distance Selling Regulations you can cancel anytime up until seven working days after delivery... even if delivery has not yet taken place.

melpg

Thanks

I received the delivery on the 23rd so no problems there, except several items have already gone back. They were for my sons who have extra large chest sizes but they weren't thrilled with the stuff anyway!

And yes, I'll certainly be taking be taking my business elsewhere in future and I'd advise anyone else reading this to do the same.

It just infuriates me that they can take my money like this and get away with it.

fozmcfc

Is this not similar or the same as what many people who do shopping online with Asda have experience.

The company do a provisional transcation to test the account, then they do the proper transcation when goods are sent for delivery.

They don't actually take the money twice, but because of the way it works, the bank reduces the balance available by both amounts until the provisional transcation is not asked for and it can take upto 7 days before the banking system recongnises this.

If this is the case, it could well be in their terms and conditions of sale.

Techhead_2

Surely its just the authorisation hold. If so it's completely normal, surely.

rugbymum

fozmcfc wrote: »

Is this not similar or the same as what many people who do shopping online with Asda have experience.

The company do a provisional transcation to test the account, then they do the proper transcation when goods are sent for delivery.

They don't actually take the money twice, but because of the way it works, the bank reduces the balance available by both amounts until the provisional transcation is not asked for and it can take upto 7 days before the banking system recongnises this.

If this is the case, it could well be in their terms and conditions of sale.

Techhead wrote: »

Surely its just the authorisation hold. If so it's completely normal, surely.

It is perfectly normal for SOME companies to do a "test" transaction and Asda are one of the worst offenders.
You are also correct in saying that it is usually in the T+C.
However, many companies who do this only do a test for £1, not the whole amount (which is why I stopped shopping with Asda). The other problem is finding the information in the T+C!
Yes I know we should all read all of the T+C BEFORE any kind of transaction, but in reality many of us don't!
When you are on a tight budget it is infuriating that some companies have such carp payment systems that they need to do this!
Stick to companies that you know DON'T do this!:D

melpg

Thanks fozmcfc - yes they did say they take the transaction when they sent the goods out but the original transaction was still valid also.

I have experienced 'test' transactions before but never for 120 pounds! less than a pound usually.

It could well be in their terms and conditions but I didn't check and the manager I spoke to several times didn't quote that to me either! She just said it was normal practice and didn't understand why there was a problem which is why I'll be keeping well away from now on......

melpg

Thanks techhead I also thought the authorisation hold would be effective from the 17th but I didn't anticipate them then going into my bank account and taking out my money again on the 22nd!

That's the bit where I think they have acted illegally and surely they shouldn't be allowed to get away with it.

melpg

Thanks rugbymum I can't believe Asda do this also!

If this is becoming common practice it needs to be stopped. In the meantime we should maybe make a list of companies doing this and steer well clear!

I'm always on a tight budget and for this to happen anytime would be incovenient but at Xmas it was more than stressful. They virtually froze MY money in MY bank account! Sorry for the excitement - I'm not over it yet!

I do intend to take it further, just not sure how. Maybe I'll write to the banking ombudsman to see what they have to say.

MrRedundant

It will be as said.

Full payment i.e £120 placed as a hold on your account. I.e not billed simply the funds are tied up thus Jacomo do not have the money and it never leaves your account for interest purposes.

Jacomo bill the individual items to value of £120 as dispatched. These debit.

The hold needs to be removed or left to expire. Jacomo can do this through their merchant bank or your own bank can cancel it. Neither will want to do the work involved though. I'd expect it probably expired today.

Your title isnt right though. Jacomo will never have had the money twice.

fozmcfc

melpg wrote: »

Thanks rugbymum I can't believe Asda do this also!

If this is becoming common practice it needs to be stopped. In the meantime we should maybe make a list of companies doing this and steer well clear!

I'm always on a tight budget and for this to happen anytime would be incovenient but at Xmas it was more than stressful. They virtually froze MY money in MY bank account! Sorry for the excitement - I'm not over it yet!

I do intend to take it further, just not sure how. Maybe I'll write to the banking ombudsman to see what they have to say.

I can't access their T&C's but does it say anywhere about what happens when you make a purchase.

I agree with others taking out such a large amount surely must lead to many customers being in the same situation.

A while back, there was a large thread which got quite heated about Asda doing this.