Online Retailer Took Money But denies Having It.

Atnas

Morning, I'd appreciate a bit of advice on where to turn next please.


My Daughter bought an item from an online retailer on Thursday, the item should have been with her Friday ( next day delivery ) in time for Fathers Day. She received an email reminding her that something had been left in her shopping basket and to purchase it.
She checked her bank account and the money had been taken but when she called the company worried about that email and the fact she hadn't received a confirmation email, they said there was no record of it and to ring back on Monday to speak to the manager.


She has phoned them today and they are telling her that her card had been rejected, she has sent them a screenshot of her account to prove money has gone out and they deny it, now when she phones she hears them laughing in the background and they put the phone down on her.


She has phoned the bank who have confirmed the money is with them and there is nothing they can do about it.


I don't know what advice to give her or where to send her for help.

agrinnall

Atnas wrote: »

She has phoned the bank who have confirmed the money is with them and there is nothing they can do about it.

She should not accept this, the bank can initiate a Chargeback to receover the money, and she should insist that they do.

Atnas

agrinnall wrote: »

She should not accept this, the bank can initiate a Chargeback to receover the money, and she should insist that they do.

Thank you, I have passed on your advice and she is ringing the bank back now. I will update as soon as I can.

molerat

The time quoted in op from purchasing to the money being cleared from the account seems a bit too fast. What does the account show today ?

DCFC79

Who is the reatiler ?

Atnas

molerat wrote: »

The time quoted in op from purchasing to the money being cleared from the account seems a bit too fast. What does the account show today ?

It is showing the same, it has been deducted from her account.
She has tried phoning her bank and the systems are down so will have to ring back later.


I've looked up reviews of the site and it seems this isn't the first time it has happened.

Atnas

DCFC79 wrote: »

Who is the reatiler ?

Is it within the rules to name them ? I'd like others to be aware.

waamo

Atnas wrote: »

Is it within the rules to name them ? I'd like others to be aware.

Yes you can name them.

Rainbowgirl84

I suspect the money is in the 'ether' somewhere between the bank and the retailer and it will be sorted out in due course.

Atnas

The site is Tools4trade and the man she spoke to was called Peter, there was a lady in the background laughing at the phone call while my Daughter was trying to get to the bottom of it. Atrocious customer service.

DoaM

Atnas wrote: »

The site is Tools4trade and the man she spoke to was called Peter, there was a lady in the background laughing at the phone call while my Daughter was trying to get to the bottom of it. Atrocious customer service.

Can your daughter prove that the laughing was at her calling? Or is she perhaps hearing laughter in the background when she calls and conflating the two events (due to the stress she's no doubt feeling)?