Issue with Jacamo

Kathakana

Earlier this year I bought my partner a shirt from Jacamo. I accidently ordered a size too big so requested an exchange to a similar shirt in the right size. I paid for the original shirt up front and the money was taken from my account as expected. To make the exchange I completed the form they enclosed with the original shirt and put the details of the shirt I'd like to exchange it for and my bank card details and signature (as the second shirt was slightly more expensive and I had to pay postage again).

The new shirt arrived about a week later and I didn't think anymore about it. I'd received catalogues from them and something I assumed was spam (which got recycled). I then got a text last week saying urgent action was required on my account. I'd never received any texts from them in the past and was worried that this one might be a scam. I rang the number anyway as I was worried. They told me that I had to pay them £51.88. This was twice what I had paid for the shirt and postage. I explained that that couldn't be true and that I had paid for the shirt back in May.

I investigated further and found that they had refunded me the money for the first shirt and sent me the exchanged item anyway. I have been in email contact with them to try and resolve the situation and was assured on my last email that they had taken off the additional charges and that I would be sent an amended statement with payment slip. Today I received a letter from a debt collection agency demanding £51.88. I rang them and finally got them to acknowledge that I only owed them £26. I have paid this but they refuse to acknowledge that they were at fault refunding me in the first place. They are claiming I ordered the second shirt online when I ordered it using their exchange paperwork. I am also extremely worried that their mistake will effect my credit rating. I've also been extremely upset by all of this.

Has anyone else experienced anything similar? Is there anything else I can do? I have requested they close my account but they are refusing. They say I have to wait 48 hours and then call again.

wealdroam

Kathakana wrote: »

Is there anything else I can do? I have requested they close my account but they are refusing. They say I have to wait 48 hours and then call again.

How about waiting 48 hours and calling them again.
Just an idea.

I am not too sure they have done anything wrong.
They did write, but you ignored them.

Twisted_Cherry

Don't worry to much about there debt collection referral, it will at the moment just be there own in house collection team, usually the same staff that work on order line!

Kathakana

I only ignored what I thought were their catalogues and one other thing that looked like an offer. I'd also paid for the item in full so would not expect anything further from them. I didn't know they had made the mistake of refunding the money I'd paid. It seems that they received my request for a replacement and then messed up in the processing of it. I know they received it as I would never have been sent the replacement shirt.

Fosterdog

You didn't just ignore the letter they sent you, you also failed to notice the payment had been refunded to you, don't you check your bank at all? Didn't you wonder why you had £26 more than you expected?