Smyths Unauthorised TRansaction

Twinkle19

Please can someone help....
I know a lot of people have had money unknowingly taken out of their accounts this weekend due to the Smyths website crashing and it saying no order available.

They are not answering their phones, i have completed 10 online email query forms and they have replied with 2 unhelpful emails. They have near enough wiped out my account and I have no money left for food. They have told me to pay to return the orders or take it back to my nearest store - I ordered online as it was free and my nearest store is about 50 miles away, I feel this is there fault and should not cost me.

I just want the money back in my account. What are my rights I just want the money back on my bank ASAP.

DevCoder

Even with the refunds, they have up to 28 days to instate the refund.

Why are you filling in 10 query forms? 1 should be enough and then you follow that up by email stating the reference number. You can then follow their complaints procedure as opposed to flooding them with what is in effect "first step" complaints.

MamaMoo_2

So, you authorised the transaction but it said the order hadn't completed?
How many times did they take the money?

Twinkle19

Thank you both for your responses....I was just so frustrated because I was getting no response.
Yes that's right mamamoo, twice!

DevCoder

You could ask your bank to issue a chargeback on one of the transactions due to duplicate payment if done with visa/credit card.

MamaMoo_2

Twinkle19 wrote: »

Thank you both for your responses....I was just so frustrated because I was getting no response.
Yes that's right mamamoo, twice!

Right, presumably you wanted one lot, so you'll be hard pressed to get a refund inc return postage on one. However if they send the order twice and you only ordered once, then you should be able to get a return for the second lot.
However, if you physically ordered twice (so not a duplicate payment) then you may have a harder time as you physically ordered twice without double checking that your first order had been charged to your account.
It's worth a try though. Explain to the bank and they may refund you, however if you've ordered twice and paid twice and have two orders on the way, they probably won't help.
The chargeback would only really be used if you ordered once, received one lot of goods, but the payment had processed twice.

Twinkle19

Thank you again....I did speak to the bank but they just said they would send out some forms. I had no confirmation for the Thursday night orders and there website was playing up so it never confirmed the payments going through. Hence the reason I placed my order on Friday morning, which I am happy to keep once it arrives. I just think them so rude for not accepting that they are in the wrong..
I do appreciate your advice thank you.

MamaMoo_2

In future, if in doubt you can phone the bank and see if the transaction has been authorised