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Never shopping at HMV again!!
timmygcsc2308
Posts: 14 Forumite
Checked my available bank balance on the weekend then I went into HMV and spent £52.99. At the tills I put my pin in and it didn't go through properly so the girl asked me to put my pin in again, I didn't think anything of it.
Checked my bank when I got home and my available balance is less £105.98, i.e. the £52.99 transaction had gone through twice.
Called my bank, Halifax, straight away and explained, the advisor told me to call on Monday when the transactions should show on my account, fair enough.
Did just that yesterday - basically the £52.99 transaction that went through will take the money from my account balance tonight (and it did) but the failed one is being shown as a pending transaction and the money is locked from my available balance for 7 days or until HMV notify them this transaction can be cancelled - given an authorisation code and told to contact HMV in order for them to do notify Halifax.
Now, just to point out I have had this once before with Amazon - I ordered something but decided to cancel after the payment was authorised but before it was debited, again £70 was locked from my available balance and the bank told me the same thing, gave me the code and told me to contact Amazon. Every single person I spoke to at Amazon knew exactly the problem, took all the details and the fax number for Halifax, behind the scences they notified my bank and the money was back on my available balance in 24 hours, absolute faultless service from both Halifax and Amazon.
So it would be just as simple with HMV right?....no.
Called their store customer service number nd was told in no uncertain terms I would have to go in store, at this point I start to get mad because I wasn't going to be able to get back to that store for like 2 weeks. This morning I find myself with an unplanned opportunity to get to the store so I go there but at time and expense that I really didn't want.
Get there..nope sorry sir nothing we can do its the banks problem - I told her to go phone customer services because they told me to come in. Finally she comes back and agrees the transaction is pending but there's nothing they can do, but she gave me a call ref with the customer support should I wish to speak to them further.
And you bet I do, because at this point I'm real mad and just want the money back - I call customer services and again, nope sorry nothing we can do its the banks problem.
I fully explained the situation and the situation with Amazon and said all he needed to do was bloody send a little fax to Halifax to say this transaction is cancelled but nooo he wasn't having any of it - I tried to make it so damn simple for him by explaining that currently all my bank can see is a pending transaction of £52.99 from you and until you say otherwise my bank have to assume you are going to debit that amount soon and therefore they can't release the funds themselves because it is YOU who has opened that pending transaction.. so just send a damn fax will you :mad:
"no sorry sir we can't do this" oh fgs! I gave up and put the phone down.
Called the bank again, explained what morons HMV were being and the lady was very helpful and said look if they don't make the actual debit within 7 days the money will automatically go back to your available balance. Fine, I would rather be without the money for 7 days than have to deal with HMV again. Halifax have been ever so helpful with this and they have done everything they can and their information has always been 100% spot on, but they can't do anything without HMV's say so..and thats why I'm mad, it's not that this has happened because these things do and like I say I've had it before. It's the fact that HMV are completely washing their hands of it and not acknowledging that there is something so very simple they can do to help
Checked my bank when I got home and my available balance is less £105.98, i.e. the £52.99 transaction had gone through twice.
Called my bank, Halifax, straight away and explained, the advisor told me to call on Monday when the transactions should show on my account, fair enough.
Did just that yesterday - basically the £52.99 transaction that went through will take the money from my account balance tonight (and it did) but the failed one is being shown as a pending transaction and the money is locked from my available balance for 7 days or until HMV notify them this transaction can be cancelled - given an authorisation code and told to contact HMV in order for them to do notify Halifax.
Now, just to point out I have had this once before with Amazon - I ordered something but decided to cancel after the payment was authorised but before it was debited, again £70 was locked from my available balance and the bank told me the same thing, gave me the code and told me to contact Amazon. Every single person I spoke to at Amazon knew exactly the problem, took all the details and the fax number for Halifax, behind the scences they notified my bank and the money was back on my available balance in 24 hours, absolute faultless service from both Halifax and Amazon.
So it would be just as simple with HMV right?....no.
Called their store customer service number nd was told in no uncertain terms I would have to go in store, at this point I start to get mad because I wasn't going to be able to get back to that store for like 2 weeks. This morning I find myself with an unplanned opportunity to get to the store so I go there but at time and expense that I really didn't want.
Get there..nope sorry sir nothing we can do its the banks problem - I told her to go phone customer services because they told me to come in. Finally she comes back and agrees the transaction is pending but there's nothing they can do, but she gave me a call ref with the customer support should I wish to speak to them further.
And you bet I do, because at this point I'm real mad and just want the money back - I call customer services and again, nope sorry nothing we can do its the banks problem.
I fully explained the situation and the situation with Amazon and said all he needed to do was bloody send a little fax to Halifax to say this transaction is cancelled but nooo he wasn't having any of it - I tried to make it so damn simple for him by explaining that currently all my bank can see is a pending transaction of £52.99 from you and until you say otherwise my bank have to assume you are going to debit that amount soon and therefore they can't release the funds themselves because it is YOU who has opened that pending transaction.. so just send a damn fax will you :mad:
"no sorry sir we can't do this" oh fgs! I gave up and put the phone down.
Called the bank again, explained what morons HMV were being and the lady was very helpful and said look if they don't make the actual debit within 7 days the money will automatically go back to your available balance. Fine, I would rather be without the money for 7 days than have to deal with HMV again. Halifax have been ever so helpful with this and they have done everything they can and their information has always been 100% spot on, but they can't do anything without HMV's say so..and thats why I'm mad, it's not that this has happened because these things do and like I say I've had it before. It's the fact that HMV are completely washing their hands of it and not acknowledging that there is something so very simple they can do to help
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Comments
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This is of some concern to me since it is not the first time I have heard a similar story where someone takes money twice. My own recent experience was discussed on here where the number of my plastic was read to o2 who said, "oops, it's taken it twice".
Just like OP I phoned both my bank and o2 a couple of times and got nowhere. Both amounts were debited from my bank account and o2 still have it since they were extremely unco-operative when it came to paying me back. The bank were as helpful as they could be and explained the correct procedure but o2 refused to follow it and kept repeating a check list until I hung up.
Fortunately I was not buying anything. It is for phone rental so they can take this months rental from the spoils and we should end up square. That is yet to be seen though.
Do you suppose that taking money twice is going to become the next con to fight??It's not my fault your honour, they made me do it.0 -
And the award for over exaggeration of the year goes to ....... :rotfl:Squire_Fulwood wrote: »Do you suppose that taking money twice is going to become the next con to fight??Thank you all who post.0 -
And the award for over exaggeration of the year goes to ....... :rotfl:
Well I feel surrounded by them. Four cases in about two weeks and in my case the retailer just refuses to repay. I hope you never get one of these. As you can tell from the OP post it is very frustrating.It's not my fault your honour, they made me do it.0 -
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HMV seem not to understand what delivering proper customer service is.
I booked concert tickets with them to see a gig at the HMV Forum in London. Quite by chance I checked my bank statement and noticed I'd been refunded with an amount by them. When I checked their website I found that the event I'd booked had been cancelled but no one had told me even though the concert is tomorrow!!
Furthermore they'd only refunded me the face value of the ticket and not the exorbitent booking fees. When I rang to query this they were rude and unhelpful and simply directed me to an email address to write to and refused to help, simply saying booking fees are non refundable.
I am stunned that they dont even bother to tell people when events are cancelled and even more shocked that I am expected to pay a booking fee for a concert that they have cancelled. This is customer care at its very worst. I will never use HMV ever again for anything!!0 -
Remember that JVC was once their little subsidiary. How much more can you mis-manage a company and a legacy ...0
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Where i work, it's not possible to reverse an authorisation, even with a fax from the retailer concerned. The auth will drop off the account anyway in a few days. We offer to temporarily increase the customers overdraft free of charge to cover for the amount which can't be accessed. This is done on a case by case basis, it's usually only done if the auth is a large amount. It's not really HMVs fault if the terminal said that the PIN wasn't recognised the first time, would you have been happy if they'd said "sorry your PIN doesn't work, goodbye" ?0
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ThumbRemote wrote: »They can collect their award at the same time you get yours for pointless poster of the year.
Whoever's right, HMV needs every single customer it can get, but they don't seem to grasp that if (for example) the staff always have problems with Flexecash vouchers, if Head Office got off their backsides and fixed them so they worked first time all the time, they'd get many more customers into the stores where they might buy. Same for double charges above.
If their response is not to care and let people hang for a week, just over two weeks before Christmas, that's commercial suicide.0 -
Whoever's right, HMV needs every single customer it can get, but they don't seem to grasp that if (for example) the staff always have problems with Flexecash vouchers, if Head Office got off their backsides and fixed them so they worked first time all the time, they'd get many more customers into the stores where they might buy. Same for double charges above.
If their response is not to care and let people hang for a week, just over two weeks before Christmas, that's commercial suicide.
I agree. My post you quoted was commenting on the post by Chyna-s, accusing someone else of over-reacting.0
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