K&Co have overcharged me and are expecting me to do all the legwork!

norserose

I've done the maths for the items I've ordered from K&Co in the last 6 months and looked at the payments they've taken, and they've taken at least £50 more than they should have done.The statements from K&Co can be quite confusing because if you order things and then return them they can still end up going on your monthly bill which means that you have to then claim back the overpayment which is a huge faff.

I had an in depth discussion with someone there (at a premium rate, I might add!) who also recognised that something didn't add up, but the next step was that after waiting a week the accounts department sent me a letter asking me to tell them what I think I've bought what's gone wrong. This is a bit of a mission to be honest as I need to download and print off my statements and try to sense of where they've got these extra charges from. And to be honest, since it's their mistake I think they should be investigating it, not me.

Has anyone had a similar experience? I think I'll just have to tell them what I owed and let them figure out the rest and hope for the best. I'm really not happy with the whole situation - being overcharged in the first place, the expensive calls to rectify it, and the stress of me having to put aside an hour to try to spot where THEY have made this mistake!

Jamie_Carter

norserose wrote: »

I've done the maths for the items I've ordered from K&Co in the last 6 months and looked at the payments they've taken, and they've taken at least £50 more than they should have done.The statements from K&Co can be quite confusing because if you order things and then return them they can still end up going on your monthly bill which means that you have to then claim back the overpayment which is a huge faff.

I had an in depth discussion with someone there (at a premium rate, I might add!) who also recognised that something didn't add up, but the next step was that after waiting a week the accounts department sent me a letter asking me to tell them what I think I've bought what's gone wrong. This is a bit of a mission to be honest as I need to download and print off my statements and try to sense of where they've got these extra charges from. And to be honest, since it's their mistake I think they should be investigating it, not me.

Has anyone had a similar experience? I think I'll just have to tell them what I owed and let them figure out the rest and hope for the best. I'm really not happy with the whole situation - being overcharged in the first place, the expensive calls to rectify it, and the stress of me having to put aside an hour to try to spot where THEY have made this mistake!

Vodafone are just as bad. You have to actually tell them in detail what is wrong with your bill, have a number of arguments with staff at lower levels who will just try and tell you that there is nothing wrong, and then speak to someone at head office. The person at head office will spot that there is a huge error, will half sort it out, and then never get back to you as promised. You then have to start the whole cycle again.

So good luck, but you are probably best doing the leg work yourself.

norserose

Oh joy. I tell you what, once I get my money back I'm never going near them again, they're a total shower. I once spent over £5 arguing with someone who didn't understand my problem but outright refused to put a manager on - for half an hour. :mad:

unholyangel

norserose wrote: »

I've done the maths for the items I've ordered from K&Co in the last 6 months and looked at the payments they've taken, and they've taken at least £50 more than they should have done.The statements from K&Co can be quite confusing because if you order things and then return them they can still end up going on your monthly bill which means that you have to then claim back the overpayment which is a huge faff.

I had an in depth discussion with someone there (at a premium rate, I might add!) who also recognised that something didn't add up, but the next step was that after waiting a week the accounts department sent me a letter asking me to tell them what I think I've bought what's gone wrong. This is a bit of a mission to be honest as I need to download and print off my statements and try to sense of where they've got these extra charges from. And to be honest, since it's their mistake I think they should be investigating it, not me.

Has anyone had a similar experience? I think I'll just have to tell them what I owed and let them figure out the rest and hope for the best. I'm really not happy with the whole situation - being overcharged in the first place, the expensive calls to rectify it, and the stress of me having to put aside an hour to try to spot where THEY have made this mistake!

While I know it can be frustrating, ultimately this is a business relationship and things like "stress" are personal (ie they have no place in a business relationship).


Easy way to possibly reconcile your statements against payments is to number the payments. For each item that was paid in that payment, put the corresponding number beside it on your statement.

So for example, the first month payment was £200. On your statement you have 2 items @ £25, 1 @ £100 and 1 @ £50. You put a "1" next to the payment on your bank statement, then put a "1" next to the 4 items on your statement that the payment corresponds to.

It will make it easier for you to find the discrepancy. It should be glaringly obvious when you're done actually and it shouldnt take you more than maybe 30 mins max. It should also be obvious (when numbering them so payments correspond to specific items) to anyone else who views it - should you wish to email them a copy.

While they may have made a mistake, I think perhaps that most people would acknowledge that it would be infinitely easier for the consumer to spot an error in their statement compared to the retailer - more so if its an error such as being billed for the same item twice.

Put yourself in their shoes. If you had a customer come to you, say there is an error in their account, you check and cant find it.....wouldnt you ask them too? Add that to the fact that as a business, you likely have thousands more transactions than a consumer would. Any information you can provide them regarding specific details is extremely helpful.

If there is an error, there is nothing to stop you asking the company to reimburse you for your phone calls and perhaps a discount code or £5 voucher or whatever for your assistance in helping them resolve a discrepancy in their books.

norserose

Thanks for the advice unholy. I see what you mean about taking the emotion out of business as well.

It's a little bit more complicated as they charge me the total for what I've ordered but then if I return most of that order it leaves me in credit and it's very hard to tell what the payments are actually for, especially if I've ordered things and returned them a few months running. I also pay for things in instalments on interest free credit, just to really complicate matters...

I'm currently finding the statements and printing them out, there's about 6 to go through. It's taken me half an hour to get to this stage already...

norserose

Sorry, make that 7 months worth of statements to cross reference with my bank statements. Wish me luck!

unholyangel

norserose wrote: »

Thanks for the advice unholy. I see what you mean about taking the emotion out of business as well.

It's a little bit more complicated as they charge me the total for what I've ordered but then if I return most of that order it leaves me in credit and it's very hard to tell what the payments are actually for, especially if I've ordered things and returned them a few months running. I also pay for things in instalments on interest free credit, just to really complicate matters...

I'm currently finding the statements and printing them out, there's about 6 to go through. It's taken me half an hour to get to this stage already...

Have you done a simple overview first? Just of total spent vs total payments (including credits)? It should make it obvious whether they have simply taken an overpayment/payment twice or whether it is a statement issue.

I'll keep my fingers cross its the former, as it'll be a lot easier and quicker for you

norserose

I think that's what I'm going to have to do!

I know which items I've bought, and I can work out what that should have totalled and what I've paid. If they want that to tally with their ridiculously complicated statements they might have to do that bit themselves!

norserose

Right. To my reckoning they owe me over £100. This should be interesting.

unholyangel

norserose wrote: »

Right. To my reckoning they owe me over £100. This should be interesting.

I knew it wouldnt take you long

norserose

I haven't a clue why though, I can't for the life of me work out where they've got it so wrong...