A company says that I didn't pay for an online transaction and won't reimburse me

P_james

I placed an order on the 28th sept online for items, the money was paid from my account on the 29th. I have not received the items so I contacted the company,they say that the order didn't go through as the payment was declined. The money has definitely been taken, what can I do to get my money back ? It wasn't a huge amount £60 but it's a lot to me.

TadleyBaggie

This happened to me with Dell, I cancelled an order due to issues getting a new laptop (delivery times kept slipping). They then charged my credit card, money actually taken and not just ring fenced. When I called them they claimed they had only done an authorisation and not taken the money. When I sent them a screenshot of my credit card online summary showing the actual charge they refunded me very quickly.

neilmcl

P_james wrote: »

I placed an order on the 28th sept online for items, the money was paid from my account on the 29th. I have not received the items so I contacted the company,they say that the order didn't go through as the payment was declined. The money has definitely been taken, what can I do to get my money back ? It wasn't a huge amount £60 but it's a lot to me.

I would imagine it's simply a case of you proving that the transaction has taken place, eg, show them a copy of your bank/card statement.

Who is the retailer?

wealdroam

OP, as you appear to want your money back rather than what you purchased, speak to your card issuer about a chargeback - reason: goods/service not received.

You might want to read MSE's Chargeback article first.