Currys Made me really angry

Fosterdog

Ich wrote: »

From post #3

The info is there to be read

Or was a debit card used for the original transaction and a payment set up to be taken from that?

What you've quoted still doesn't explain what I asked, all OP has said is that two direct debits were set up for the same amount, it doesn't say whether either of them were authorised by OP or if one is genuine and one a duplicate.

My point still stands that at some point somebody has given OPs account number and sort code to Currys or they would have no way of setting up a direct debit.

trolleyrun

Whoa!

I'll try to answer various issues, although I've had a long day and an early start.

For those who think I was rude to the store manager : No, I was not. I work in the customer service industry myself, so I know how NOT to treat people. To clarify, whilst talking to the store manager, he turned away from me half-way through a sentence, he rolled his eyes at me, shrugged his shoulders and just did not come across as even remotely interested in what I had to say. Also, for the record, I asked him at the beginning of the conversation if he had time to talk to me, which he said he did.

I did not show him a bank statement, but a DDebit print-out from the bank. These had Currys reference numbers on them.

I never sign up to extra insurance/warranty on electrical products, even the one month free ones, so I did not accidentally sign up for anything/forgot to cancel.

The "surprise surprise" comment came from experience of their customer service previously (both on the day and at other times).

I would like to reiterate that I was polite to the store manager at all times. I do not expect anyone to drop everything for me, far from it, but I do expect a store manager to at least seem concerned and have some sort of desire to try to help - instead of giving me a leaflet with head office's number on it.

I used my debit card in the past to buy items from them. I'm guessing this is where my details have been taken from.

Yes, I did want to vent (and I did), but my main reason for bringing this up was to warn others to check their statements to make sure others haven't had money taken away from them unauthorised.

I was surprised that Currys didn't seem remotely concerned that there's a problem in their system where customers have money taken out of their accounts. Whether it was a staff member or not, doesn't really matter. My issue is that they didn't seem bothered.

I'm not sure if I've covered everything, but I've tried. I'm sorry if some of you were offended by my complaint about Currys, but that's the way it goes sometimes.

CoolHotCold

I'm sorry you still didn't answer the questions.

But to start off with the Currys refrence numbers on the bank are completly untraceable in store, they neither have the security or systems in store to trace by these numbers. They can however search for a surname and postcode or postcode and house number/name in store.


Did they search by your address or attempt to search by the address.
How long were the DD running for?
If they did search by your address did anything appear on their systems and if so did it match a purchase you made from them?

If it is a case that they are unable to find by your address, or the details do not match purchases you've made it is a extremely good chance your card has been cloned/copied and as illiterated previously has absolutely nothing to do with Currys and yourself. It is a matter between you, your bank and the police. All Currys can do is stop the DD (but you either have to phone up to cancel the DD or phone your bank to cancel the DD).

If it is however a purchase you have made and the staff member has signed you up without your consent all queries have to be dealt with by the Shefield contact centre, they are impartial, keep paper trails and records of calls, and if indeed you have been defrauded your money is returned and a disciplinary action will be taken against those in store.


The manager could of handled the situation better (but I'm guessing as of course we only get one side here) but he is ultimately right, the call centre is your first port of call, not only to cancel the DD but also for them to start the ball rolling on a investigation.


I have provided you with the email address if you wish to take this further, without more details I'm afraid I'm clutching at straws.

Fosterdog

CoolHotCold wrote: »

But to start off with the Currys refrence numbers on the bank are completly untraceable in store, they neither have the security or systems in store to trace by these numbers. They can however search for a surname and postcode or postcode and house number/name in store.

Sorry to be picky but as I've mentioned before on MSE my brother is a PC World manager so I often ask his advice on things before posting here. He has said that the store can look up the number not just the address.

He said addresses are looked up in mcsd but the policy number can be traced through ultimate (I think that's what he said) the same place staff look up voucher codes after a write off.

So it is possible that the manager could have done more for OP in store. Although I do agree that things we've asked still haven't been answered so nobody can really find out how or why this has happened without the extra details.

CoolHotCold

Fosterdog wrote: »

Sorry to be picky but as I've mentioned before on MSE my brother is a PC World manager so I often ask his advice on things before posting here. He has said that the store can look up the number not just the address.

He said addresses are looked up in mcsd but the policy number can be traced through ultimate (I think that's what he said) the same place staff look up voucher codes after a write off.

So it is possible that the manager could have done more for OP in store. Although I do agree that things we've asked still haven't been answered so nobody can really find out how or why this has happened without the extra details.

What appears on the bank statement is not a policy agreement number, so you cannot look it up in store, I can guarantee this.

Esqui

The policy numbers are not the same as the numbers that appear on the bank statement, so the reference on the statement cannot be looked up in store. EDIT: Snap, CHC

Also, just wondering - if this has been fraudulently set up under a different address, would the OP not be able to cancel it due to not being able to provide the correct address information?

CoolHotCold

Esqui wrote: »

The policy numbers are not the same as the numbers that appear on the bank statement, so the reference on the statement cannot be looked up in store. EDIT: Snap, CHC

Also, just wondering - if this has been fraudulently set up under a different address, would the OP not be able to cancel it due to not being able to provide the correct address information?

I did mention that if it is indeed the case someone else has stolen her A/C & Sort code and used that to setup a DD there is no contract between the OP & Currys, and while I'm sure you need to verify the address details, the bank statement and the bank reference number SHOULD be enough to cancel with the call centre, the call centre shouldn't give out the address used to setup the DD with but should be able to cancel the DD.

meer53

If the OP just cancels the DD's with their bank, whoever is claiming them will soon contact them for their money. They will then know what the DD's are for. They can then decide who needs to deal with it.

CoolHotCold

meer53 wrote: »

If the OP just cancels the DD's with their bank, whoever is claiming them will soon contact them for their money. They will then know what the DD's are for. They can then decide who needs to deal with it.

I'm not even sure how this helps remotely.

First the OP wants their money back (which they have)
Secondly the OP already knows who is taking the money (Currys)

I have no idea what you meant by your response, but to me and the way I interoperated it, it was superfluous to the requirements of this thread.

meer53

CoolHotCold wrote: »

I'm not even sure how this helps remotely.

First the OP wants their money back (which they have)
Secondly the OP already knows who is taking the money (Currys)

I have no idea what you meant by your response, but to me and the way I interoperated it, it was superfluous to the requirements of this thread.

I'm not bothered by how you interpreted it really.

The OP has 2 DD's on their account that they knew nothing about. They asked instore and the manager was less than helpful and suggested they contact head office. Yes, they have been refunded but the OP is accusing someone at Currys of fraud and the best way to find out who these direct debits belong to is to cancel them and wait for Currys to contact them for the payments.

If i were the OP, i would drop it now as they've been refunded but thats their decision not mine.