Negative balance before account being created from HM?

conheomap1234

Hi guys,
I just got a very very strange situation relating to H&M.
I am a master student, I created my account on HM website about Sept or Oct 2012 when I started my master course.
Yesterday, I got a letter from HM telling me to contact them, when I did, they told me I got a negative balance nearly 400 pounds (:rotfl:).
I just checked my balance on HM website.

12 May 2013 Due balance £0
08 May 2013 Back of collection £395.29 £0
09 Dec 2012 Due balance £0
11 Nov 2012 Due balance £0
05 Nov 2012 Collection £- 395.29 £- 395.29
10 Oct 2012 Due balance £395.29
10 Oct 2012 Late payment fee £7 £0
10 Sep 2012 Due balance £388.29
10 Sep 2012 Late payment fee £7 £-7
09 Aug 2012 Due balance £381.29
09 Aug 2012 Late payment fee £7 £-14
10 Jul 2012 Due balance £374.29
10 Jul 2012 Late payment fee £7 £-21
10 Jun 2012 Due balance £367.29

As you can see, the first due balance is on Jun 2012, and at that time my account was not created yet (only from Oct or Sep last year).
I tried to call them, email them, and tell them I haven't ordered anything with monthly invoice, and only created my account from last Sep 2012, but they keep repeating or replying like a automatic machine.

"You need to pay this amount before you place any other orders" They said.

But I don't even know where it came from, :rotfl::rotfl::rotfl:, I tried to ask them more details but they just keep asking me for paying.

Can somebody tell me what should I do?

Slowhand

Do you have the confirmation email from H&M when you created the account in Sep/Oct 2012?

conheomap1234

yes I do,

Welcome to H&Ms world of fashion!
Thank you for creating an account with us! Now you’re invited to a world of fashion, filled with inspiration and trend updates.
Remember to log in every time you visit us for easy access to your customer information.
Your user name is xxxxx2004@yahoo.com.
Visit our Dressing Room and let us inspire you to find the looks you love! Create and save your favourite looks and share them with your friends. Make sure you have signed up for H&M Fashion News and receive exclusive offers as well as the latest fashion news.

date: 26 Sep 2012
Message starred
from H&M to you

peachyprice

Can you log into your account and see your previous orders? if this isn't possible ask them to provide details of exactly what was ordered and where is was sent.

It sounds like they've mixed your name and address up with someone else's account.

conheomap1234

peachyprice wrote: »

Can you log into your account and see your previous orders? if this isn't possible ask them to provide details of exactly what was ordered and where is was sent.

It sounds like they've mixed your name and address up with someone else's account.

that's exactly what I thought, I try to explain to them, but them seem to ignore my explanation. :mad::mad::mad:

really really frustrated since yesterday

unholyangel

conheomap1234 wrote: »

that's exactly what I thought, I try to explain to them, but them seem to ignore my explanation. :mad::mad::mad:

really really frustrated since yesterday

Have you put it in writing to them?

Pollycat

That's quite a strange statement.

It seems to say you owed them £367.29 on 10/6/12 and various 'late payment fees' of £7 a time were added.

I don't understand what the -£21 on 10/7, -£14 on 9/8 and -£7 on 10/9 mean. Do you?

Then on 5/11 it looks like the £395.29 was 'collected' (which I assume means it was paid).

Did you pay anything?

Then for 2 months (11/11 & 9/12) the balance is showing as £0.00 but there's then a 'Back of collection' (what does this mean?) of £395.29 and your account is still showing as £0.00 - which to me means you don't owe anything.

Very strange indeed.

Did you order anything on your account between the date you set it up and now?

If so, where is that shown?

I really think this needs to be put down in writing, either by letter or email.

conheomap1234

Pollycat wrote: »

That's quite a strange statement.

It seems to say you owed them £367.29 on 10/6/12 and various 'late payment fees' of £7 a time were added. / The balance keep fluctuating from negative, zero, and positive, but I haven't done anything relating to this, no payment neither receiving any bills.

I don't understand what the -£21 on 10/7, -£14 on 9/8 and -£7 on 10/9 mean. Do you? / me neither, my friend

Then on 5/11 it looks like the £395.29 was 'collected' (which I assume means it was paid).

Did you pay anything?

Then for 2 months (11/11 & 9/12) the balance is showing as £0.00 but there's then a 'Back of collection' (what does this mean?) of £395.29 and your account is still showing as £0.00 - which to me means you don't owe anything.

Very strange indeed.

Did you order anything on your account between the date you set it up and now?

If so, where is that shown?

I really think this needs to be put down in writing, either by letter or email.

I did nothing during that period of time:eek:, and I just figured it out since yesterday. What a strange situation to me, I ordered several items since last Oct, and all payment by card, please note that there's always about 200 pounds or over in my account (1000 pounds on average).

My english not good enough to explain to them via phone, that's why I tried to send them email, telling them I am really corporative, please help me solve the problem, but they keep asking me pay what I never ever owe them :T.

unholyangel wrote: »

Have you put it in writing to them?

Yes, I do, not once, but several time mentioning them the time account being created and first negative balance appear.

But it seems like they fail to check any other information relating to this balance, all they know is I have to pay about 400 pounds.

Pollycat

I think you have to keep it simple.

Just say "My account was opened on 26/9/2012 (see attached email from you to me).

Therefore there is no way my account could have a 'due balance' of £367.29 on 10/6/2012 as this date is before the account was opened.

Please review my account and correct it."

However, I'm confused by your latest post:

conheomap1234 wrote: »

I did nothing during that period of time:eek:, and I just figured it out since yesterday. What a strange situation to me, I ordered several items since last Oct, and all payment by card

If you ordered items sometime after October 2012 why are they not showing on the statement you posted?
And why are your payments for those items not showing either?

conheomap1234 wrote: »

please note that there's always about 200 pounds or over in my account (1000 pounds on average).

What do you mean "there's always about £200" in your account?
Do you mean you are in credit? i.e. you overpay?

If there's £200 or so in your account, why isn't that showing on the statement either?
The more you say, the more this statement doesn't look like your account at all.

peachyprice

Pollycat wrote: »

However, I'm confused by your latest post:

If you ordered items sometime after October 2012 why are they not showing on the statement you posted?
And why are your payments for those items not showing either?


What do you mean "there's always about £200" in your account?
Do you mean you are in credit? i.e. you overpay?

If there's £200 or so in your account, why isn't that showing on the statement either?
The more you say, the more this statement doesn't look like your account at all.

I think OP orders stuff from H&M but pays at the time of ordering by debit card instead of putting it on the credit account and I think she means there's always enough money in her bank account to cover the card payments so it wouldn't go onto the credit account because of declined card. Maybe.

Next also work like this, you have to open an account with them to use online shopping even if you pay by card.

OP, how much have you spent with them since you opened the account and have the card payments definitely been taken from your bank account?

conheomap1234

Pollycat wrote: »

I think you have to keep it simple.

Just say "My account was opened on 26/9/2012 (see attached email from you to me).

Therefore there is no way my account could have a 'due balance' of £367.29 on 10/6/2012 as this date is before the account was opened.

Please review my account and correct it."

However, I'm confused by your latest post:

If you ordered items sometime after October 2012 why are they not showing on the statement you posted?
And why are your payments for those items not showing either?


What do you mean "there's always about £200" in your account?
Do you mean you are in credit? i.e. you overpay?

If there's £200 or so in your account, why isn't that showing on the statement either?
The more you say, the more this statement doesn't look like your account at all.

my apology, I might not be clear in the previous post.

1st thing: I do nothing means I have no idea about the balance mentioned above, and also be curious when the balance keeps changing from negative, zero and positive.

2nd thing: I mean my bank account, I always leave at least 200 pounds in the current account (the rest in Internet saving account). Therefore, I am confident that my money is always sufficient to fund any transaction.

I did send H&M an email this morning and still waiting for the reply, and will keep posted to you guys.