Charged twice

Empty_pockets

Quick one, think I know the answer but confirmation would help.

Multiple products purchaced on a debit card in Primark store approx 50 miles from home. Total cost £20.

PIN entered once, no issues with transaction.

Bank statement follows, and shows 2 x transactions of £19, same time, same store etc.

Bank insist PIN must have been entered twice, advising to go back to store.

Store are asking for receipt which we no longer have.

Who is responsible for refunding money?

Empty_pockets

Am i right in thinking the unauthorised debit can be disputed at the bank?

Empty_pockets

Anybody????

wealdroam

Empty_pockets wrote: »

Am i right in thinking the unauthorised debit can be disputed at the bank?

Of course you are right.

But the bank have already told you that you must have entered you PIN twice.

Not sure how you challenge that.

What a pity you did not keep the receipt.

bris

Yes you can dispute the payments at the bank, treat them as unknown and ask for a chargeback. The banks merchant services will contact Primark who will have to send the retailers copy of the receipt to them to stop the chargeback, if they only have one receipt you will get the other refunded. You will have to dispute them both because you wouldn't know which one the receipt relates too.

I have had to send in hundreds of receipts to stop chargebacks over the years.

agrinnall

bris wrote: »

I have had to send in hundreds of receipts to stop chargebacks over the years.

You must be an exceptionally unlucky shopper :rotfl:.

bod1467

Bris will be responding as a retailer.

Empty_pockets

Well still no joy.

Problem is actually my wife's. She has been into the branch for a meeting today. This is the fifth visit to the branch. They say they cannot disput the transactions as there are two authoristion numbers. They say this means pin was entered twice. Bank refuse to escalate any further and have not offered an appeal process or ombudsman information.

Getting a bit hacked off with them now.

Any advice?

DVardysShadow

Empty_pockets wrote: »

Well still no joy.

Problem is actually my wife's. She has been into the branch for a meeting today. This is the fifth visit to the branch. They say they cannot disput the transactions as there are two authoristion numbers. They say this means pin was entered twice. Bank refuse to escalate any further and have not offered an appeal process or ombudsman information.

Getting a bit hacked off with them now.

Any advice?

Hmm. Escalate through complaints processes and ultimately, take the bank to the small claims court? 2 Authorisation numbers means that they were asked to authorise twice. But it does not prove that the second request was not spurious.

Empty_pockets

Yes told her to just deal in writing from now on. I'm sure they can deal with this easily but for some reason are looking for reasons not to.

arcon5

Have you tried writing to Primarks head office?