Marks And Spencers Charged Me For Something I Never Bought

lucy03

2ran wrote: »

I saw the receipt myself they had paid in cash for it. We didn't keep the receipt as I didn't find out that they had also charged my credit card until I received my credit card bill. Like I said there are a few issues at hand the first one being why they charged my card even though the item was paid for in cash and secondly how is it possible for anybody apart from myself the account holder to order from my account in store.

As mentioned above, I'd send a letter before action with the details and ask them to check their audit roll. If it goes to court, the judge is in my view very likely to find in your favour if M&S can't provide this, although of course seek legal advice first.

2ran

lucy03 wrote: »

As mentioned above, I'd send a letter before action with the details and ask them to check their audit roll. If it goes to court, the judge is in my view very likely to find in your favour if M&S can't provide this, although of course seek legal advice first.

Yes I guess I will be doing this I will provide them with all the details above of the time, place, other items bought, total price, amount paid change recieved etc. This should be enough for them to find it on there merchant copies. CCTV will also show money being handed over right?

terra_ferma

your friend can submit a request to have copies of CCTV footage under the data protection act
http://www.ico.gov.uk/for_the_public/topic_specific_guides/cctv.aspx
do it asap as you don't know how long they keep them for

PS cctv is not always useful, I occasionally had reasons to look for footage at work, and it wasn't always that clear cut. There could be a fault, camera not pointing at what it should, someone/something in the way, face of person not showing, or quality of image not clear enough to identify the person, the bit you need was deleted/overwritten by mistake, you can't create a copy etc etc.

terra_ferma

Did you ask your friend exactly what information she gave them, apart from a postcode (and I assume full address?), that could connect her to your account?
It would be useful if M&S cs people could post here and investigate properly before it has to go to court, as this could discourage some people from opening a credit card account with them.

Did the receipt actually say paid in cash? I would have not noticed the method of payment if I wasn't looking specifically for that bit of information.
Also normally people keep receipts in case there is a problem (warranty etc) unless it's a very cheap everyday item?
Clothing from M&S, for example, may be less desirable, and it would sound more plausible that once she has tried it on, maybe worn once, she would not keep the receipt.

These are the sort of questions a court would be asking, I suspect, better hearing them here first

2ran

terra_ferma wrote: »

Did you ask your friend exactly what information she gave them, apart from a postcode (and I assume full address?), that could connect her to your account?
It would be useful if M&S cs people could post here and investigate properly before it has to go to court, as this could discourage some people from opening a credit card account with them.

Did the receipt actually say paid in cash? I would have not noticed the method of payment if I wasn't looking specifically for that bit of information.
Also normally people keep receipts in case there is a problem (warranty etc) unless it's a very cheap everyday item?
Clothing from M&S, for example, may be less desirable, and it would sound more plausible that once she has tried it on, maybe worn once, she would not keep the receipt.

These are the sort of questions a court would be asking, I suspect, better hearing them here first

Hi yes it was a clothing item so once it was taken home and tried on we felt there and was no need to keep the receipt

mdb123

Hi, I work for M&S, sometimes on the ordering desk.
Whats probably happened is that when the employee processed the order, instead of clicking the "pay at till" button like they should have done, they've left it on the default "pay by credit card" which had your card details already on there from a previous order (it only shows the last 4 numbers so it is secure!), and so it has charged you twice (once when they scanned it through the till and you paid cash, and once when it came off your card!).
You should have received an order summary form when you placed your order and there should also be a parcel summary form (which acts as your receipt) in with the item.
If it says "paid by credit card" on either of those and you also can find the receipt from the till (which should be with the order summary form), then take all the paperwork back in to the same order desk as before and they should be able to help you!
Hope this helps and isn't too confusing lol

terra_ferma

mdb123 wrote: »

Hi, I work for M&S, sometimes on the ordering desk.
Whats probably happened is that when the employee processed the order, instead of clicking the "pay at till" button like they should have done, they've left it on the default "pay by credit card" which had your card details already on there from a previous order (it only shows the last 4 numbers so it is secure!), and so it has charged you twice (once when they scanned it through the till and you paid cash, and once when it came off your card!).
You should have received an order summary form when you placed your order and there should also be a parcel summary form (which acts as your receipt) in with the item.
If it says "paid by credit card" on either of those and you also can find the receipt from the till (which should be with the order summary form), then take all the paperwork back in to the same order desk as before and they should be able to help you!
Hope this helps and isn't too confusing lol

Useful info.
Now I'm even more confused...
How could they bring the OP's details up if the person who made the purchase was someone else, with a different name and surname. Just by the address?

2ran

mdb123 wrote: »

Hi, I work for M&S, sometimes on the ordering desk.
Whats probably happened is that when the employee processed the order, instead of clicking the "pay at till" button like they should have done, they've left it on the default "pay by credit card" which had your card details already on there from a previous order (it only shows the last 4 numbers so it is secure!), and so it has charged you twice (once when they scanned it through the till and you paid cash, and once when it came off your card!).
You should have received an order summary form when you placed your order and there should also be a parcel summary form (which acts as your receipt) in with the item.
If it says "paid by credit card" on either of those and you also can find the receipt from the till (which should be with the order summary form), then take all the paperwork back in to the same order desk as before and they should be able to help you!
Hope this helps and isn't too confusing lol

The thing is once a piece of clothing fits you, you just throw the receipt away all I have is what M&S emailed me when the order was made.

What I still don't understand is how can an order be charged from my account without them possessing my card or me being there in person and not having the same gender as me. Remember they had no idea I even had an M&S account and they paid for it in cash separately.

terra_ferma

This makes it sound like your next door neighbour, or unrelated flatmate, could just buy something, pay cash and unbeknown to them you get charged for it.
mhhhhhhh :huh:

unholyangel

mdb123 wrote: »

Hi, I work for M&S, sometimes on the ordering desk.
Whats probably happened is that when the employee processed the order, instead of clicking the "pay at till" button like they should have done, they've left it on the default "pay by credit card" which had your card details already on there from a previous order (it only shows the last 4 numbers so it is secure!), and so it has charged you twice (once when they scanned it through the till and you paid cash, and once when it came off your card!).
You should have received an order summary form when you placed your order and there should also be a parcel summary form (which acts as your receipt) in with the item.
If it says "paid by credit card" on either of those and you also can find the receipt from the till (which should be with the order summary form), then take all the paperwork back in to the same order desk as before and they should be able to help you!
Hope this helps and isn't too confusing lol

While I do thank you for the additional information you have from a retailers perspective.......I disagree with your definition of "secure". While the information may not have been given out to the customer, it was still accessed and used in an unfair manner and is undoubtedly NOT secure if someone who isnt the OP can use their payment details without their presence or permission.