REFUND + bank charges for double charge

fanflabulous

Hi,

I ordered some furnature of a very well known household website.
Unfortunately the web programme used doubled up the order.
As soon as I received the delivery I called and explained that I'd been charged twice and also received twice the goods.
They arranged a pick up for the next day and I stayed home to ensure this could happen.
The payment was £103 and the second charge caused me to go over my overdraft limit. The customer service advisor I phoned told me that it would take up to 6 days to receive the refund to which I replied that I'd expect them to pay the £5 per day bank charge I'd received for being over my limit as it is their mistake. The advisor said I'd need to send proof of this so I emailed them a screenshot of my bankstatement to show their transaction pushing my account into the red.
I received an email back saying that this wasn't possible and I was free to complain. Obviously I will but I'm very upset that they are refusing to pay this as it was not my fault. I've asked them to write a simple letter to my bank explaining the issue so they waive the charges and am awaiting reply.
It's also now been over 30 days since I returned the surplus goods and dispite my emailed desperately asking for my £103, I have yet to receive a penny.
It's now two weeks until Christmas and I'm seriouosly out of pocket.

I'd be really greatful if someone could advise of the following-

a) Am I legally right to ask for their involvement in my bank charges issue? If so, must they pay them or simply contact my bank? If not, what should I do?

b) How do I get them to actually refund me the money? I have asked three times?

c) Should I now ask for compensation on top of the refund as this has been a month of constant stress and I feel very much put out by the whole situation

Thanks in advance for your help

Jodie

unholyangel

Personally i wouldnt ask for a refund. I'd send a LBA (letter before action). And within that letter, i'd include the bank charge.

If they dont respond within the deadline you give them (usually 7-14 days), then file a claim with MCO.

baza52

how do you mean the web programme used duplicated the order?
How did you not notice you were paying £206 and not £103?
Could have added 2 or perhaps added it to the basket then closed your browser and re added it before going to the checkout.
It could be down to cookies on your pc that caused it.

unholyangel

baza52 wrote: »

how do you mean the web programme used duplicated the order?
How did you not notice you were paying £206 and not £103?
Could have added 2 or perhaps added it to the basket then closed your browser and re added it before going to the checkout.
It could be down to cookies on your pc that caused it.

I imagine the fact the op said "second charge" means that it was seperate orders and not that they had ordered 2, else it would have been one charge of £206 and not 2 different charges of £103.

arcon5

Can you report the transaction as unauthorised? The bank will then initiate a chargeback on the duplicate transaction and as far as i'm aware refund fees incurred as a result