Company taking money twice

tizardcr

Hi guys.

Earlier this week my wife bought some clothes, total was £207.30, online.

The payment cleared yesterday. Today she checked the bank online only to find another payment cleared from the account today also for another £207.30.

I called the bank, they said they could do nothing. So i called the company who said the system said they had only taken it once and to provide proof, so i sent them a screen shot of my bank statement and have since heard nothing.

Where do i stand on this? Am i right in thinking the bank should be able to do a charge back?

Am desperate to get this sorted, my wife last week found out she has some problems with her heart (she's only 26!) and been told to not get stressed or over do things until they know exactly whats going on, today has not helped, we work hard to make my one wage stretch and not be reliant on benefits etc, so she had been saving for weeks to treat herself to much needed clothes, now she's very upset and blaming herself for us now being £200 down on our rent payment next Wednesday! Any help would be great, thank you!

wriggly

The bank CSR was wrong. This happens frequently.

Go to the bank (or phone them again). Ask to report a duplicate transaction. They will give you a form to complete.

Normally they credit your account with the duplicated amount while they investigate. If it checks out, you hear nothing further. I have never experienced what happens if it doesn't check out, but the bank should let you know the outcome of their investigation and how to proceed further.

tizardcr

Thanks for the reply, have just been into the bank and they are refusing to do anything for 15 days, the stupid woman kept saying i have to wait for the goods, she didn't seem to understand that i've had the bloody goods but been charged for them twice. I'm totally confused.

Lokolo

Which bank?

tizardcr

Halifax.

They are still refusing to help so called the company again, who passed me onto Sage, they said it's happened to over 600 people who bought stuff on Monday and can't stop the payment as it has already gone through to the shops account.

So now we have to wait for them to process the refund etc, have no idea how long this is all going to take!

meer53

Today i've dealt with dozens of these queries, different retailers, same bank (Barclays) there has obviously been a processing error. Visa regulations state that we have to allow up to 15 days before we can dispute the duplicated payments which is what you've been advised. BUT, your bank HAS to refund you straight away as this is an unauthorised payment on your account. Go back to them and ask them to do this. We do it automatically under PSD regulations (Payment Services Directive) Barclays might run a reversal for these and you might be credited but this might take a week or so, you shouldn't be out of pocket, go back to your bank and get them to refund you.

tizardcr

Thanks for the replies.

The money was returned today, after causing a charge for going over our arranged overdraft! The company are willing to cover that though once i provide them proof.

My wife is finally calming down now its back!

ChiefGrasscutter

Amazon charged my credit card twice last week - on the 26th
They have apologised and confirmed the error will be corrected ASAP and a refund will be made to my card
(Blame was put on a systems error)

I chose to tackle the retailer in this case rather than the credit card company.