Unauthorised Payment.......Need Urgent Advice!!!!

squeakweir

Hi, really need some advice about a recent purchase that the company charged me more for.
On Sunday I saw an ad for something which I thought would be useful. It was offered for free, just had to pay postage from a company called Direct Save Store. I googled the company first to see if it was legit and it seemed to be then decided that if I wasn’t happy I wasn’t losing much.
I entered my card details and all the way through I was told I just had to pay $1.95 (took a screen shot of it). Once I’d paid, I had a pop up that said thank you, you have paid $1.95, but further down, out of sight, it showed I had paid $1.95 and a further charge of $45!!
Nowhere at all did it state this until after I had paid.
I took a screen shot of the ad which says you just pay shipping of $1.95, also the amount due before proceeding to payment method.
I immediately checked my bank and the funds £37.14) had been debited from my account, pending payment. I rang my bank up to explain and asked for them to put a stop on that payment, but they said they couldn’t as I had authorised the transaction!
I had a confirmation email from the company which showed the payment was for ‘exclusive membership’ which I wouldn’t have touched with a barge pole! My order number comes up as invalid in the company’s tracking.
I’ve emailed the company a lengthy email stating my dissatisfaction at the way they run their company, but even though they state customers get a reply within 24 hours, I have heard nothing.
Does anyone have any advice or been through similar? What are my rights? I think it’s fraud but the bank says otherwise! Any help greatly appreciated.
Thanks in advance
Tracie

[Deleted User]

The site makes it fairly clear it's an expensive membership site. However, you should have been told the full cost before paying.

squeakweir wrote: »

I’ve emailed the company a lengthy email stating my dissatisfaction at the way they run their company, but even though they state customers get a reply within 24 hours, I have heard nothing.

Send them another email, but this time make it a short one. You only need a few lines to make your complaint and you'll stand a much better chance of getting an answer if they don't have to wade through a load of waffle to get to the point.

Caz3121

squeakweir wrote: »

I googled the company first to see if it was legit and it seemed to be then decided that if I wasn’t happy I wasn’t losing much.

if it was direct save dot store then the website was registered on 11th April 2019
it is a membership. Unfortunately when you choose to accept the terms and conditions without reading them, there is a risk that this will happen. They will rely on people agreeing to the unknown
there is information on how to cancel
https://directsave.store/pages/terms-conditions
(it's not as if the t&cs are particularly long and complex...why agree to them without reading?)

soolin

I don't like these membership sites at all, but in fairness to them they are quite clear and open about membership. Unusually as well they have a clear cancellation policy and a UK address and help number.

OP have you actually tried to go through their cancellation process?

Also, I'm assuming you are fairly new to the internet, these sites are usually fairly easy to spot as they tend to deal in US dollars , so keep that in mind for the future. Also the pay nothing except,postage is a hook to get people signed up that even predates the internet , so again watch for that.

These products are all from the Far East BTW so if there are bits and bobs you want try places like Aliexpress which is not a subscription site, but remember import taxes and handling charges if you exceed £15.

squeakweir

The site makes it fairly clear it's an expensive membership site. However, you should have been told the full cost before paying.

The actual ad did not make it clear. It just said all you pay is postage. Nothing else. It said nothing about memberships or extra charges.

squeakweir

if it was direct save dot store then the website was registered on 11th April 2019
it is a membership. Unfortunately when you choose to accept the terms and conditions without reading them, there is a risk that this will happen. They will rely on people agreeing to the unknown
there is information on how to cancel

(it's not as if the t&cs are particularly long and complex...why agree to them without reading?)

There were no terms and conditions on ad! I simply proceeded to payment method, where it showed p&p costs only. I didn’t have to check any agree to boxes or sign up or into anything.

squeakweir

I don't like these membership sites at all, but in fairness to them they are quite clear and open about membership. Unusually as well they have a clear cancellation policy and a UK address and help number.

OP have you actually tried to go through their cancellation process?

Also, I'm assuming you are fairly new to the internet, these sites are usually fairly easy to spot as they tend to deal in US dollars , so keep that in mind for the future. Also the pay nothing except,postage is a hook to get people signed up that even predates the internet , so again watch for that.

The ad didnt state it was a membership site. I have gone through their cancellation process but have not had a reply.
I am not new to the internet and have purchased only a few items through ads. Maybe naive as I knew memberships sites like these existed (or rather I’ve come across ‘free’ apps that a free for so long and then they charge a subscription), but they are always clear and concise with what you’re actually getting BEFORE you sign up or agree to anything.
I have never come across this before, where you think you are paying for one thing and only AFTER you pay do they hit you with, well actually.......!!! Surely it’s not lawful?
Even my confirmation email has no terms and condition, only in very small print, exclusive membership $45. I read everything before there was to read to do with the ad before payment.
Thanks for the heads up about what to look out for 😊

Potbellypig

What's was the ad? Maybe someone can help you out by finding the bit you missed when you signed up to it.

unholyangel

OP, contact your bank and tell them to attempt a chargeback. If they refuse or if the chargeback fails then refer it to the financial ombudsman.

I haven't seen the ad, but you can go through from start to finish without having to agree to any terms and conditions.

Also use the fact they have a UK address listed as their contact address and their own t&c's (if they are attempting to rely upon them) identify them as a UK company, who therefore is subject to UK law. Under UK law (consumer contract regulations) the trader must tell you (and they actually need to provide the information before you are bound by the contract - hiding it away in T&C's doesnt count) the total price of the contract, where a subscription is involved they need to tell you the cost per billing period and whats more.....the act specifically prohibits inertia selling and makes it so there is no obligation on you to provide consideration for those items. It also specifically states that there is no payment due in addition to the monies agreed for the main contract obligation unless they obtain your express consent (so it can never be inferred from conduct).

These Terms are between you and 'Internet Sales Group LTD'

And Internet Sales Group Ltd is a company registered in england.

Remind your card company that these rights form part of your contract with the trader and that under those terms, you authorised a payment for $1.95 and no more.

Also wanted to add that their terms state subscription is $9.99....so it appears they can't even rely on those.