Retailer through Resolver won't respond because of Data Protection

zharonduggal

Hello

I have a case with Resolver where I am trying to get a retailer to expedite a resolution on an order I have not yet received and seems to have gone missing. The retailer through Resolver will not deal with the case as my email does not match that of the order. I did order with one email address but was asked to change it by their customer services as there confirmation email did not get through, this was days before my complaint. I have explained that to them and have given them both emails, I have emailed them on those emails (they won't acknowledge) and they said they will not deal with my case because my emails doesn't match the one on the order and contravenes Data protection blah blah blah. When I call their customer services or speak on their chat line I can use either email to verify my account and details. The only problem with contacting customer services or Chat is that after 9 calls and two chats no one has ever updated or resolved the issue of what happened to my delivery, so I wanted to go where I could have it all in writing and Resolver of course does this.

So my question is after I have supplied all the information they requested why do they keep quoting "As the email you have emailed us on does not match the email associated with your account we are unable to discuss this matter via email due to data protection act"

Look forward to a response

pappa_golf

"As the email you have emailed us on does not match the email associated with your account we are unable to discuss this matter via email due to data protection act"


email them using the email you ordered with!

zharonduggal

Hello I have emailed them with that email, I did a screenshot of it and forwarded on the Resolver site. I have copies of my original order with the old email. I have done everything that in a court of law would pass as evidence but they keep sending the same reply. I imagine they are trying to get out of replying on Resolver, I have no reason to know why, never had that issue with this before.

pappa_golf

then use the email address that you ordered with to contact them

zharonduggal

Hello yes I have done that. With Resolver which goes through a third party you only have to write down your email not send from it. I have given both email address's plus I have contacted the retailer directly by email. But they are a large company not known for replying to emails directly and they haven't replied. The customer services like a lot of large companies have very little power to do anything. Hence I am now going through Resolver. I contact also the company each day by chat or phone but always get the reply we will look into this but need to contact the courier and get back to you. They never get back to me and I have to call or chat the next day and go through the same situation and answer every time. So very Kafka going around in circles.

pappa_golf

how can they reply ""As the email you have emailed us on does not match the email associated with your account we are unable to discuss this matter via email due to data protection act"

if you send the email from that email address?

zharonduggal

They don't reply at all when I directly send an email. They only reply with "As the email you have emailed us on does not match the email associated with your account we are unable to discuss this matter via email due to data protection act" via Resolver the third party. Resolver asks you to put the email that you booked the items under. As I mentioned I booked under one email address but had to change to another. And I can use either to verify my account when I call or by chat but when using Resolver they always send that message. Sorry not sure if you are familiar with Resolver, I use it in situations when companies to not provide an email trail of communication when there is a problem/issue.

agrinnall

It sounds like they are not going to accept any communication that comes through Resolver, so you will have to try harder with alternatives: the two email addresses you used when ordering, social media, telephone, snail mail.

zharonduggal

Yes I will write another email to them, continue the chat as you can at least do a screenshot of the conversation. I will also persist with Resolver in case it goes to a small courts situation and I need proof that I communicated with the company. Thank you.

[Deleted User]

Not every company has agreed to accept complaints from "Resolver"

Ectophile

Ever thought of writing them a letter, on paper? Send it first class with proof of postage from a Post Office.

You could even make it a Letter Before Action if you're thinking of taking them to court.