NEXT refuse to refund for non supplied item

alias11

..........

tinkerbell28

So, let me get this right. You've got an account with next. One in your name, one in your mothers name, using your address.

You purchased a delivery to store, using your mums account and your card, is this right?

If so I reckon you've flagged a fraud flag. As no, NEXT don't usually ask this.

fluffnutter

Agree with the above. Forget it's your mum for a moment... basically you've created two accounts at the same address, one with a *false* name. The fact that you're related is immaterial; Next don't know that and furthermore, unless you have power of attorney you don't have any legal right to create accounts in someone else's name no matter how closely related you are.

So it's not surprising they're asking for ID. How would you feel if that second account at your address had been created by someone you didn't know, in order to defraud you?

earthstorm

could you not of just asked them to deliver to the correct store

tinkerbell28

earthstorm wrote: »

could you not of just asked them to deliver to the correct store

They won't. NEXT, like any retailer when a delivery to store occurs, will run extra checks if it is not being delivered to the account holders address. Especially as a first order, which this was.

Also even if you pay by card, a NEXT account, usually comes with an underlying credit agreement....If you don't have this, you just follow a basic checkout. No account needed. I can't see why she'd open one in her mums name? Unless it was for a voucher incentive, in which case that is definitely a credit account creation.

With an account they can bill you, or you can pay by card.

So you have op, who has opened an account in her mums name but using her address, her email address and her card details.

It would have raised a fraud flag, which is why she is being asked to send ID of the account holder. Her Mum is technically the account holder, not op.

bod1467

So why not just cancel the order and refund?

IMO Next can't refuse to deliver AND keep the money. If OP won't or can't provide the info Next are asking for then Next should cancel and refund.

tinkerbell28

bod1467 wrote: »

So why not just cancel the order and refund?

IMO Next can't refuse to deliver AND keep the money. If OP won't or can't provide the info Next are asking for then Next should cancel and refund.

Well it is pretty obvious no? Something alerted them all was not correct. So they flagged the order and account.

They won't refund the order if they suspect fraud is going on, they will have to go though a set process, they also won't deal with op as she is not the account holder. Which they've gathered by now, so they are asking for ID, from the account holder.

alias11

..........

tinkerbell28

alias11 wrote: »

No offer or incentive used, I paid the whole sum on my card.

I do not intend to send them any proof of ID. Do I just let them have my money for something they did not supply? They need to refund the payment card and I told them to deactivate the account already anyway.

Yes but you don't get it do you?

It is not YOUR account to deactivate, it is your Mum's. You can't ask them to do anything. It is not your account. You ordered an item, under her name, but using your details. As it was a first order and to store, some checks have obviously flagged this inconsistency up, which is why they are now asking for ID.

From a retailers POV, it looks like fraud. If you are ordering under an account you made for your mum, whether you used your card to pay or not. That would flag it up on it's own. The payee is not the account holder.

Is there a credit facility linked to the account? With NEXT when you open an account it opens a credit facility automatically. You have to be quite aware to make sure that does not happen, just google it. Which would cause you more problems.

The only way you'll solve this, is to get the account holder, your mum, to deal with it.

alias11

..........

tinkerbell28

alias11 wrote: »

I made a mistake I did not know it was a big deal. As I said credit facility or not, the whole sum was paid on my card. I just want them to refund the payment card. What do I do?

You can't do anything. It is not "credit facility or not" or whether you paid on your card. If it does have a credit facility, expect a CIFAS marker.

NEXT open accounts with a credit check by default. If you've opened an account in your Mum's name. You've actually committed ID theft. The fact it is your Mum is irrelevant.

I still don't understand why you'd open an account in her name, using your email and address when you've already got one.

As Fluff said, unless you have legal power of attorney, you can't open accounts in other peoples names, just because. They have to do it themselves.

The only thing I can see happening to get the outcome you want. Is you tell your Mum and she adopts the account "As her own" and updates her details to hers and sends in the ID.

You won't get anywhere as it is not your account, worst case scenario is you will both end up wit CIFAS fraud markers on your file.

It doesn't not matter you paid with card, the problem is you made and used (even paying in full) an account in someone else's name.