Money taken without permission

mkhan64700

hi, 
   i paid for my brother subscription to a website on feb 2019 . he cancelled the subscription on august 2019 and received a cancellation e.mail. i don't check my this account. i checked it yesterday and they took money from it on october 2019 £ 79 and now last week £108. i contacted the company they told me that there is a 7  day automatic renewal you didn't cancel that. i checked that and there is no such 7 day thing. now they send me another e.mail telling me that i took the subscription in october 2019. they refuse to refund the money. also my brother didn't used the website since august 2019. 
can anybody help me what i can report them, i will talk with my bank . but i want to report them so that these fraud companies website can be investigate and close.
please have no idea what to do as first time happened to me.
thanks
regards

afis1904

Ask them for proof that you took out the subscription in October. They should be able to provide that if you or your brother has.

kazwookie

Cancel the standing order / direct debit

mclaren32

Asking what sounds like a dodgy company to prove you have done something sounds unlikely to get you the response you want. 

I doubt they will accept they are wrong, refund your money and send you a bunch of flowers.

Speak to your bank and assuming it’s a debt card you paid on a chargeback might be appropriate. Banks are very stretched at the moment so don’t expect it to be easy to get through by phone, see if there is another way to contact them first.

afis1904

mclaren32 said:

Asking what sounds like a dodgy company to prove you have done something sounds unlikely to get you the response you want. 

I doubt they will accept they are wrong, refund your money and send you a bunch of flowers.

Speak to your bank and assuming it’s a debt card you paid on a chargeback might be appropriate. Banks are very stretched at the moment so don’t expect it to be easy to get through by phone, see if there is another way to contact them first.

Starting a chargeback when they have proof that you have taken out the subscription again sounds like an awful idea that will just waste time.

jonesMUFCforever

kazwookie said:

Cancel the standing order / direct debit

100% this will be a continuous payment authority with a debit or credit card - not a standing order or direct debit.
The e-mail confirms that the subscription was cancelled - use this to show the card issuer that the funds should be charged back or refunded under their fraud guidelines.

born_again

afis1904 said:

mclaren32 said:

Asking what sounds like a dodgy company to prove you have done something sounds unlikely to get you the response you want. 

I doubt they will accept they are wrong, refund your money and send you a bunch of flowers.

Speak to your bank and assuming it’s a debt card you paid on a chargeback might be appropriate. Banks are very stretched at the moment so don’t expect it to be easy to get through by phone, see if there is another way to contact them first.

Starting a chargeback when they have proof that you have taken out the subscription again sounds like an awful idea that will just waste time.

>>received a cancellation e.mail.<<

Unless brother set it up gain.

Contact the bank (good luck) and get the chargeback process started. You should be refunded straight away for both amounts, although there is no chargeback right on the £79 as it is over 120 days. So that will be a good will refund.

A couple of points to note going forward.
Check your account on a regular basis, at least weekly. And do not use your details to pay for anyone else's subscriptions. I assume that as they spoke to you, they are not a British or European company.

afis1904

born_again said:

afis1904 said:

mclaren32 said:

Asking what sounds like a dodgy company to prove you have done something sounds unlikely to get you the response you want. 

I doubt they will accept they are wrong, refund your money and send you a bunch of flowers.

Speak to your bank and assuming it’s a debt card you paid on a chargeback might be appropriate. Banks are very stretched at the moment so don’t expect it to be easy to get through by phone, see if there is another way to contact them first.

Starting a chargeback when they have proof that you have taken out the subscription again sounds like an awful idea that will just waste time.

>>received a cancellation e.mail.<<

Unless brother set it up gain.

Contact the bank (good luck) and get the chargeback process started. You should be refunded straight away for both amounts, although there is no chargeback right on the £79 as it is over 120 days. So that will be a good will refund.

A couple of points to note going forward.
Check your account on a regular basis, at least weekly. And do not use your details to pay for anyone else's subscriptions. I assume that as they spoke to you, they are not a British or European company.

It doesn't seem to have been taken in September according to the OP so I'm not sure if there was no resubscribtion which is why I would try to sort it with the company first.

robatwork

jonesMUFCforever said:

100% this will be a continuous payment authority with a debit or credit card - not a standing order or direct debit.
The e-mail confirms that the subscription was cancelled - use this to show the card issuer that the funds should be charged back or refunded under their fraud guidelines.

This.

Ask the bank to cancel the CPA on your account/debit card - you can now cancel these but need to speak to the right drone at the bank:
https://www.moneysavingexpert.com/banking/recurring-payments/