MSE News: Shoppers lose millions on 'free beauty trials': How to get your money back

nodwell999

I have been working at a company where a lady Administrator (of about 60 years) was duped by Age Renew. She's a lovely lady, very honest & hard working. She didn't realise what was going on until she had lost a considerable amount of money - she used her visa debit card.

After helping to stop the payments, I (as a retired Fraud Squad officer) eventually spoke with a rather 'snotty' [well-briefed] woman at Age Renew who fobbed me off with the contract small print, she even had the gall to suggest the lady was 'stupid for falling for it'.. obviously, NOTHING was refunded.

The victim began to fret about the matter on the run up to Christmas, took ill, went on sick leave & in January she tendered her resignation. People like her just cannot comprehend how these things happen & the impact is immense. It may well be a civil matter but what Age Renew have done to that victim is a crime.

iwillwearpurple

A couple of years ago I sent for a free sample of anti-wrinkle cream. I thought nothing of it until I received two bottles. Then I checked my bank statements and found they had taken 4 payments of around £80.00 a time from my account. I immediately went to Nationwide and told them. They were fantastic and got all my money back. Thanks Nationwide.

zagfles

nodwell999 wrote: »

I have been working at a company where a lady Administrator (of about 60 years) was duped by Age Renew. She's a lovely lady, very honest & hard working. She didn't realise what was going on until she had lost a considerable amount of money - she used her visa debit card.

After helping to stop the payments, I (as a retired Fraud Squad officer) eventually spoke with a rather 'snotty' [well-briefed] woman at Age Renew who fobbed me off with the contract small print, she even had the gall to suggest the lady was 'stupid for falling for it'.. obviously, NOTHING was refunded.

The victim began to fret about the matter on the run up to Christmas, took ill, went on sick leave & in January she tendered her resignation. People like her just cannot comprehend how these things happen & the impact is immense. It may well be a civil matter but what Age Renew have done to that victim is a crime.

She should demand a refund from her banks. See http://webarchive.nationalarchives.gov.uk/20140402142426/http://www.oft.gov.uk/business-advice/treating-customers-fairly/cpa-principles/

• If a CPA is to be used, the business should prominently disclose this to potential customers as soon as possible. In particular, the scope of the agreed authority should be clear. The consumer should specifically agree to the amounts to be debited (or the basis on which these will be calculated), the timing/frequency of payment attempts, and the account to be debited. These should be documented appropriately and explained to the consumer.
• In the case of third party accounts, the business should be satisfied that the third party has authorised use of their account.
• Consumer consent to a CPA should not be assumed - such as through the use of opt-out provisions. The consumer must positively indicate their informed consent to the use of a CPA. For example, where a consumer is offered a free trial, after which payments will be taken, the consumer should be asked to agree to the actual liability before any payments are taken. Failure to do so may result in the contract being considered unenforceable, with the consumer being entitled to a refund of all payments made.
• All relevant terms of the CPA agreement should be set out clearly and in plain, intelligible language, and brought prominently to the consumer's attention. They should not just be contained in 'terms and conditions'.

davidbo76

I am a fit and alert 60-year-old, who signed up for a free trial, but handed over my card details to pay a nominal sum for postage. Having ticked the "I agree" box, a hunch told me to check the fine print.

And there it was, effectively buried .. I had signed up for more stuff to be sent to me at a cost of £80 / month.

I was lucky enough to have signed up with a semi-legitimate outfit, who actually had polite ladies answering phones, who noted my concern, and stopped the payments before they could take effect.

It is not only old ladies who are caught out.

TeddyG

My credit card account was hit by 6 payments all to 'different' companies in the space of 3 weeks last September. The credit card company, Capital One, picked this up before I did, refunded the account in full, and kept me informed of the steps they would take to recover the money and the timescale involved.
I do not know what legal obligation they were under (each payment was just under £100!) but their prompt and considerate actions certainly saved my wife and myself (both in our 70's) much worry and self-recrimination. This was an example of Customer Service at its best.

jennymou777

Apart from the list on this Forum, beware Alore and Lorelia facial products. I too thought it was a good offer - only 3.95 p&p for 2 full sized bottles. Then I noticed over 80.00 for each one had been taken out of my bank account. I spoke with a manager of the company in America who flatly refused to refund my money.
After much wailing and wringing of hands, eventually Nationwide re-imbursed me, but there are thousands who got caught to their cost.
This certainly taught me a lesson - I never pay for anything now without thorough checks.

NatNat23

I am currently in dispute with a company called Stemologica after I answered a short on line survey which offered a gift with only postage/packing of £3.95 to pay. Foolishly I gave my card details. The bank fraud dept contacted me and the company had taken two amounts £3.95 & £3.99, I wasn't too bothered as small amounts. The product arrived and I checked it on-line and began reading reports that this is a scam. My bank have now cancelled my card and said no further amounts can be taken. I emailed the company but they are very rude, they offered I could keep the product for reduced price of £49.95 - I thought it was free?? or I must return by recorded delivery. They did not mention any ongoing contract but when I accessed 'my account' I realised they had put me down for monthly deliveries. I have emailed to say I do not authorise then to take any payments or send me any products and to delete all my details they hold. I also asked they send pre-paid package if they want item returned which they have refused. I don't see why I should pay to return this, they obviously have deliberately deceived me and many others. Am I obliged to return this item does anyone know?

flora48

I could have written the previous post. This is exactly what happened to me when I responded to a survey purporting to be from John Lewis.

I have returned the products today by recorded delivery so am £12 down on postage for nothing at all. I cancelled my credit card and hope this will be an end to it. I feel so cross at falling for this scam.

soolin

flora48 wrote: »

I could have written the previous post. This is exactly what happened to me when I responded to a survey purporting to be from John Lewis.

I have returned the products today by recorded delivery so am £12 down on postage for nothing at all. I cancelled my credit card and hope this will be an end to it. I feel so cross at falling for this scam.

Have you also properly followed the cancellation process as per the website after reading the actual article that started this thread, and followed all the other instructions about contacting bank etc?

If you have just cancelled your card then money can still be taken from replacement card, if you mean you have started action to close your card account entirely then it still stays open for any authorised recurring payments.

kwikbreaks

Sounds a lot like the multiple old Raspberry Ketone and similar threads that periodically resurface here.

It's high time ALL the banks and CC companies did an automatic refund and block when asked for any of these outright scams. Any continuous payment authority should probably be checked with the customer before being accepted.