Payment dispute

AngWatson

Raised a dispute with RBS as was charged the wrong amount when purchased something online from USA at Christmas. 

Should have been charged for one item but was charged and sent three items.

Raised this with bank but they said they could not see a duplicate transaction so closed the case.

Phoned them yesterday and explained what had happened and case got raised again but under payment amount wrong.  Case got bounced back again yet it says if you are not satisfied get in touch or raise dispute again.

I feel they are not listening so have drafted a letter of complaint but wondering whether to email it in or send by post.

Have also been in touch with  retail company who say to send items back to them for a refund minus shipping and handling fee or can keep items for 65% of cost.  To send items back is £17.50. Was charged £80.90 instead of £34 for one item from them. Wondering if best to just accept 65% and not bother sending but not sure I will get anywhere with the bank.

One of the items did not work so faulty.


Thanks

eskbanker

Do you have order confirmation or similar documentation clearly stating that you only ordered one?  Assuming you do, I'd have thought that this would be more like a 'not as described' claim than 'duplicate payment' (which would typically be for multiple payments of the same amount) or 'payment amount wrong' (which would fit the case where they'd charged an inflated price for one item)?

tloz123

It’s a tricky situation but id agree with @eskbanker on this one

born_again

AngWatson said:

Raised a dispute with RBS as was charged the wrong amount when purchased something online from USA at Christmas. 

Should have been charged for one item but was charged and sent three items.

Raised this with bank but they said they could not see a duplicate transaction so closed the case.

Phoned them yesterday and explained what had happened and case got raised again but under payment amount wrong.  Case got bounced back again yet it says if you are not satisfied get in touch or raise dispute again.

I feel they are not listening so have drafted a letter of complaint but wondering whether to email it in or send by post.

Have also been in touch with  retail company who say to send items back to them for a refund minus shipping and handling fee or can keep items for 65% of cost.  To send items back is £17.50. Was charged £80.90 instead of £34 for one item from them. Wondering if best to just accept 65% and not bother sending but not sure I will get anywhere with the bank.

One of the items did not work so faulty.


Thanks

Can we take it this is a card payment?

I can see why RBS have taken the actions they have.

Duplicate would have been more than one payment debiting your account.
So if there is only one amount debiting, it is not a duplicate.

Wrong amount would be you have a invoice for 34 & billed 80.
So if your invoice is for 80 & you are billed 80 not a incorrect amount.

Sound to me like a error at retailer end, with their systems. Which bank will not be able to sort out.

What does you invoice say you have been billed for?

Did you go to the site a few times & maybe add item to basket & then go back later & make a purchase, thus having more item in the basket than you thought?
Did site not show amount due before pressing submit?

AngWatson

Thanks for your comments.  Order shows 3 items at a total cost of £74.09.  Yet partner said he is sure he only clicked for one item.  On looking at reviews other people say the same.  Asked for one item ended up with three or more in their basket and charged for.

To send this item back to USA is £17.20.  Have asked company to confirm how much refund will be as they say they take a handling charge of as well.  They also offered for us to keep items and they would give us back 65% of cost.  

Still wondering whether to challenge bank based on what other people have said re being charged for more than one item.

Okell

AngWatson said:

... To send this item back to USA is £17.20.  Have asked company to confirm how much refund will be as they say they take a handling charge of as well.  They also offered for us to keep items and they would give us back 65% of cost...

Who is the seller in the US?

If you can't provide a link give name and address

the_lunatic_is_in_my_head

AngWatson said:

  Order shows 3 items at a total cost of £74.09.   They also offered for us to keep items and they would give us back 65% of cost.  

Are they offering 65% of £74, if so that puts you were you want to be  

born_again

AngWatson said:

Thanks for your comments.  Order shows 3 items at a total cost of £74.09.  Yet partner said he is sure he only clicked for one item.  On looking at reviews other people say the same.  Asked for one item ended up with three or more in their basket and charged for.

To send this item back to USA is £17.20.  Have asked company to confirm how much refund will be as they say they take a handling charge of as well.  They also offered for us to keep items and they would give us back 65% of cost.  

Still wondering whether to challenge bank based on what other people have said re being charged for more than one item.

So no rights via bank to claim money back.

eskbanker

AngWatson said:

Order shows 3 items at a total cost of £74.09.

[...]

Still wondering whether to challenge bank based on what other people have said re being charged for more than one item.

Can't see any basis on which to pursue via the bank for this then, in that (as far as they're concerned) you received what you ordered.  Did you only challenge the merchant after receiving the multiple items listed on the order documentation?

As above, if they've offered a 65% refund, it would seem pragmatic to accept....

SiliconChip

eskbanker said:

AngWatson said:

Order shows 3 items at a total cost of £74.09.

[...]

Still wondering whether to challenge bank based on what other people have said re being charged for more than one item.

Can't see any basis on which to pursue via the bank for this then, in that (as far as they're concerned) you received what you ordered.  Did you only challenge the merchant after receiving the multiple items listed on the order documentation?

As above, if they've offered a 65% refund, it would seem pragmatic to accept....

I don't think they have offered a 65% refund, the OP says that the seller is willing to accept payment of 65% while the OP retains all 3 items, so that's a refund of 35%. Assuming the OP doesn't want/need 3 of the same item, then the pragmatic solution may be to sell the 2 unwanted items at half price and that will leave them with 1 item having paid out approximately the correct cost.

eskbanker

SiliconChip said:
I don't think they have offered a 65% refund, the OP says that the seller is willing to accept payment of 65% while the OP retains all 3 items, so that's a refund of 35%.

OP's second post seemed clear, although did contradict the first:

AngWatson said:

They also offered for us to keep items and they would give us back 65% of cost.