CPW took money, cancelled order but no refund !!

tifo

I placed an order today for a PAYG handset at CPW and paid by Visa debit. I've used them and the same card before with no problems.

They confirmed payment had gone through and the order was placed. I checked this from my bank account and the money has been taken.

I then got a second email stating I had failed "security checks" and no payment will be taken.

I rang them only to be told the money has been taken from my bank account and placed in a "holding account" by my bank, to be passed to CPW and that they will now not ask for this. They said I will have to ask my bank to refund this to the account which could take up to 4 working days. This means I will be out of pocket with a few hundred for some days. They said it's nothing to do with them and blame me for failing their security.

It's a PAYG phone and paid by debit card with payment authorised so why do they need security checks? It's not like I'm asking for a contract.

Thanks.

PNPSUKNET

fraud, stolen credit / debit cards, they normaly do an id check or name and address check with your bank

MrsTinks

It's not a security check for the phone... it's for the transaction from your bank from the sounds of it... what does your bank say?

tifo

MrsTine wrote: »

it's for the transaction from your bank from the sounds of it

It's not the bank, they authorised the payment which CPW took, who in turn then decided to cancel the order. But my money has gone from my account and they've left it to ME to chase it back.

And i've used this debit card to make larger purchases than this with no problems. It's on a paid account.

grumbler

http://en.wikipedia.org/wiki/Authorization_hold

The funds will be released not later than in 5 days without any chasing. I am not sure if chasing can help.

tifo

grumbler wrote: »

The funds will be released not later than in 5 days without any chasing. I am not sure if chasing can help.

That doesn't seem fair. The money is taken immediately from my account by the seller, who then cancels the order and I then have to wait 5 days to get my own money back.

Why don't CPW carry out these "security checks" BEFORE they take payment? It's no use to the buyer afterwards as they've had the money taken.

grumbler

Just try phoning your bank and see what they say.

tifo

grumbler wrote: »

Just try phoning your bank and see what they say.

I just did. They said I have no choice but to wait and hopefully it will be refunded sooner rather than later.

grumbler

Call 0845 655 7900

tifo

There's no use making a complaint, they'll only say it's the way the system works and it's the retailer's fault for cancelling the order.

I'll just have to wait but not happy about it, especially with CPW, who should carry out any checks BEFORE they take any money.

grumbler

It was CPW complaining page.