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Argos taken unauthorised payment - can't get it returned!
jhsam
Posts: 67 Forumite
I have an Argos Saga!
On the 6/11 when they had the 3-4-2 toy sale online their website was up and down like a yo-yo (they even tweeted about it’s problems so seems like it was common knowledge) I had 3 separate orders to place (in order to maximise the 3-4-2!) eventually 2 of my 3 orders went through, I had confirmation emails for both orders and they were delivered, one payment went out on 7/11 and one on 10/11. The 3rd order never completed, it crashed and eventually said the items were OOS, it was for a total amount of £31.98 and this amount went in to my “pending transactions” on my Halifax account even though the order never processed. I figured it would drop off when they realised they didn’t send an order, and it did, I think around the 15/11 it had gone out of my pending transactions and the amount was showing as available funds.
Fast forward to 24/11 and I logged on to online banking to notice a payment deducted (not from pending, actually deducted) for £31.98 from Argos. So I began the long winded processes of ringing them on 24/11, initially I spoke to a young lad, who had no clue what to do, he checked my delivery address and confirmed no order, he rang through to “banking” and gave them my card details and they told him they hadn’t taken a payment of that amount on that date. Basically he said “go to your bank and ask them to give you the money back” I did chuckle and tell him it didn’t work quite like that but said I would speak to them to get confirmation it was an Argos payment.
Tuesday I rung the bank, they confirmed it was Argos and gave me an Authorisation Code and an Acquirer Reference and advised to ring Argos and give them this information so they can track the payment and refund it. I rung them back, spoke to a lady who was very helpful, knew what I was talking about when I mentioned the codes above, took all the information and “submitted a request”. She confirmed the funds should be back in my account in 5 working days (which would of made that 2/11) I have given them a few days grace and still no payment.
Today I set about ringing them again, first the lady took all info put me on hold then I was slung back to the customer services line, then that second lady couldn't possibly help so took my number and finally a young lad rung me back, took all the info and said “there was no delivery for that amount” I told him I knew that, it didn't actually get ordered etc, I told him the bank team couldn't find the payment on my card, hence the codes from the bank so he went off to speak to them and came back with “They can’t find the transaction on your card”. At this point I again said I know that, and this is why my bank gave me the codes and asked to speak to his manager/team leader/someone with a clue (I was polite!) and he said the banking team basically said to him as the card search came up blank they can’t issue a refund but that he will try and find some more information and call me back.
I have not heard back from him yet (3 hours later nearly) and I am not holding out much hope. Where do I go from here?? Can I issue an actual Fraudulent Claim with my bank and let them sort it out with Argos or what?? I'm at a loss really what to do!
On the 6/11 when they had the 3-4-2 toy sale online their website was up and down like a yo-yo (they even tweeted about it’s problems so seems like it was common knowledge) I had 3 separate orders to place (in order to maximise the 3-4-2!) eventually 2 of my 3 orders went through, I had confirmation emails for both orders and they were delivered, one payment went out on 7/11 and one on 10/11. The 3rd order never completed, it crashed and eventually said the items were OOS, it was for a total amount of £31.98 and this amount went in to my “pending transactions” on my Halifax account even though the order never processed. I figured it would drop off when they realised they didn’t send an order, and it did, I think around the 15/11 it had gone out of my pending transactions and the amount was showing as available funds.
Fast forward to 24/11 and I logged on to online banking to notice a payment deducted (not from pending, actually deducted) for £31.98 from Argos. So I began the long winded processes of ringing them on 24/11, initially I spoke to a young lad, who had no clue what to do, he checked my delivery address and confirmed no order, he rang through to “banking” and gave them my card details and they told him they hadn’t taken a payment of that amount on that date. Basically he said “go to your bank and ask them to give you the money back” I did chuckle and tell him it didn’t work quite like that but said I would speak to them to get confirmation it was an Argos payment.
Tuesday I rung the bank, they confirmed it was Argos and gave me an Authorisation Code and an Acquirer Reference and advised to ring Argos and give them this information so they can track the payment and refund it. I rung them back, spoke to a lady who was very helpful, knew what I was talking about when I mentioned the codes above, took all the information and “submitted a request”. She confirmed the funds should be back in my account in 5 working days (which would of made that 2/11) I have given them a few days grace and still no payment.
Today I set about ringing them again, first the lady took all info put me on hold then I was slung back to the customer services line, then that second lady couldn't possibly help so took my number and finally a young lad rung me back, took all the info and said “there was no delivery for that amount” I told him I knew that, it didn't actually get ordered etc, I told him the bank team couldn't find the payment on my card, hence the codes from the bank so he went off to speak to them and came back with “They can’t find the transaction on your card”. At this point I again said I know that, and this is why my bank gave me the codes and asked to speak to his manager/team leader/someone with a clue (I was polite!) and he said the banking team basically said to him as the card search came up blank they can’t issue a refund but that he will try and find some more information and call me back.
I have not heard back from him yet (3 hours later nearly) and I am not holding out much hope. Where do I go from here?? Can I issue an actual Fraudulent Claim with my bank and let them sort it out with Argos or what?? I'm at a loss really what to do!
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Comments
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You bought the items so doubt it would be fraud.
Can you wait a bit longer, no resolve then escalate a formal complaint?0 -
Was it a credit or debit card? we did a chargeback from our debit card through barclays when we had paid for goods we didnt receive, i dont know if halifax do this? worth asking though.0
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Call your bank and ask for the authorisation code, call back argos with that to their accounts team and should be sorted0
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Looks from the OP like a case of been there, done that, and even got the T shirt to prove it.Call your bank and ask for the authorisation code, call back argos with that to their accounts team and should be sortedTuesday I rung the bank, they confirmed it was Argos and gave me an Authorisation Code and an Acquirer Reference and advised to ring Argos and give them this information so they can track the payment and refund it. I rung them back, spoke to a lady who was very helpful, knew what I was talking about when I mentioned the codes above, took all the information and “submitted a request”. She confirmed the funds should be back in my account in 5 working days (which would of made that 2/11) I have given them a few days grace and still no payment.0 -
Do a debit card chargeback via Halifax as i think you will get resolution quicker than trying to sort out anything with Argos at this time of year .
The problem you have had with their website/card payment system is way above the level of query that their front line of call centre workers will deal with so you are better off going through your bank , Halifax will do this on your behalf .0 -
You bought the items so doubt it would be fraud.
Can you wait a bit longer, no resolve then escalate a formal complaint?
Didn't actually buy the items though? Nothing went through any systems, no order was placed and no good received.
I could wait longer, I don't NEED the money back for anything specific since it is a small amount but I don't see why I should really. Plus I find with things like this, the longer you wait, the harder they are to sort out.Was it a credit or debit card? we did a chargeback from our debit card through barclays when we had paid for goods we didnt receive, i dont know if halifax do this? worth asking though.
It was a debit card, I will ring Halifax and ask about a Chargeback, Thanks for the informationCall your bank and ask for the authorisation code, call back argos with that to their accounts team and should be sorted
Already all that.....it got me nowhere! Thanks though.0 -
kwikbreaks wrote: »Looks from the OP like a case of been there, done that, and even got the T shirt to prove it.
:money: yep correct, done it all and it didn't get me anywhere!Do a debit card chargeback via Halifax as i think you will get resolution quicker than trying to sort out anything with Argos at this time of year .
The problem you have had with their website/card payment system is way above the level of query that their front line of call centre workers will deal with so you are better off going through your bank , Halifax will do this on your behalf .
Thanks, I will ring the Halifax and see about a chargeback.
Fingers crossed!0 -
I have contacted halifax and they were happy to do a debit card dispute and have refunded the amount back in to my account (instantly while on the phone) they will now take the issue up with Argos. What a palaver!
Thanks for the advice!0 -
Glad it has been sorted out for you :beer:0
This discussion has been closed.
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