Ordered one item charged for two.

Nigmatron

First of all, hi.

Last Friday I ordered an overlocker from an established firm over the phone. I've used them before so wasn't concerned about giving them my info over the phone...at the time.

The overlocker was £184.99 with a super 10% off which meant it was actually £166.49 after the discount. I had been saving up for this and don't have a lot of money generally.

Monday morning came and I checked my online bank account and there was £283.41 less than there should have been. I called the bank immediately because I only have £50 available to spend and have DDs coming out and don't get paid until next Friday. It turns out that this company had taken money for two overlockers, one costing £199.95 (not the £166.49 I was expecting) and £249.95 for one I hadn't even ordered.

I called them on Monday, the lady I spoke to couldn't have been more apologetic and said it was down to human error and she thought it was a little strange that someone had ordered two of them. I would need to contact my bank, get a fax number and they would let RBS know that they were refusing the payments and to put them back into my account and we could start again. (I thought this was odd, needing a fax number...surely it was their job to cancel the order/payment.) I called the bank and they said it was up to the company to cancel just as I had thought. I called her back and told her this and she'd never heard of doing it that way but would get onto the finances department immediately to sort it out.

Tuesday came and still no money refunded. Called again, apologies, will sort it out no worries, same old poop.

Today I found out that the £199.95 had been claimed by the company, not refunded as promised. I called again. It seems that the overlocker is on the way to me and couldn't be cancelled, the £249.95 is still out there in purgatory so I can't claim it back because they haven't accepted it. I am now supposed to accept the one they have sent and they will refund me the difference between the online price and the price I have been charged (£33.46) once it's here.

I don't know what to do. I am £440.90 down with no overlocker and barely enough money to buy bread and jam for the next week and a half until I get paid. God forbid any DDs go out before this is sorted or I'll have to starve! I don't know if I should refuse delivery and get it over with or accept it and trust them to refund me the difference. :wall:

Sorry this is a huge rant, but there was a lot to fit in! I know it's been less than a week and these things can take time but I'm hungry. ;)

knightstyle

Go straight to your bank and tell them about these UNAUTHORISED withdrawals by this company.
They should immediately put the money back into your account and block any further payments to them.
Tell the company you are prepared to pay £166.49 for the item AFTER they agree to refund you any losses, bank charges etc. you may suffer.
Be firm with the bank and make sure they do what they should in cases like this.
Plus have you a screen shot or other proof of the original price?

Nigmatron

Hi knightstyle. I asked the bank to put the unclaimed money back into my account for me on Tuesday but they said they couldn't until it had been refused by the company involved. It's all very frustrating. Also, my overlocker was delivered soon after I wrote my original post but it was the more expensive one. I phoned the company and told them I was refusing delivery and they said I could keep it and still pay the original price for the one I ordered in the first place. If this happens (and they don't decide to mess me around any more) this will actually be a great deal! Fingers crossed eh?

The original price is still on the website so will get a screen shot of that. Thanks for your help and advice.