Charged twice by Curry's...Then they lied about it, Credit Card Refund.

Ergates

Hoenir said:

MickoDee said:

The General Manager of the t he Store in Newtownabbey has told my CC company that I collected BOTH orders!! That is a bare faced lie! 

The stock control system will be such that products simply don't walk out the store. There'll be a full audit trail. The store manager isn't to risk his entire career by making a falsified statement. 

A Currys store manager isn't going to be omniscient.  Their statement will be based off whatever paperwork they've got to hand.   It seems that either the paperwork is incorrect or they've misinterpreted it.

This doesn't sound that unlikely really - I very much doubt their sales systems were designed to handle scenarios like this one - where the same customer orders the same item twice then only connects one of them.

Too late now OP, but the more sensible approach after the crash would have been to contact the store and ask if the purchase was on their system before making the 2nd transaction.

Ectophile

Alderbank said:

haze23 said:

Did Currys record any details on collection that may differ if there were indeed a first order that someone else collected? Will they admit when and where the other order was collected, that could help the OP? Now what happens if they hide behind data protection, claiming OP needs to supply a collection number they don't have, no idea.
In one sense it is similar to a fraud case; if someone had used the OP's details but a different email address, how would that be handled?

I have done click & collect with Currys a few times and the process has always been the same.

The email 'Your tech is ready to collect...' confirms the location of the store where your goods are held and contains a unique order reference(CUR followed by 10 digits).

The text is

Great news! Your order's ready to collect from our store. Keep hold of this email because you'll need it when you come to collect your tech. Before you make your way, there's just a couple of things to remember.

When you arrive at the store:

You'll need to give us the last 4 digits of the debit/credit/gift card(s) you paid with, and the order reference shown on this email.

It would be quite a coincidence if whoever received your email was close enough to your local store to bother and also knows the last 4 digits of your credit card. Could that possibly have been a member of your household?

Ever considered that somebody working in the store might have access to that information?  If you see an order that hasn't been picked up, and claim it for yourself.

DullGreyGuy

MickoDee said:

Looking for advice, help, or even to even get media eyes on this. I have been defrauded by Curry's.

Here's the story. So I ordered a TV online for in-store collection on the 18th December in the morning time using a Credit Card. The website crashed AFTER I had clicked on confirm order and approved on my credit card app. So I never got a confirmation page, nor did I receive a confirmation email for any orders that day. I checked my App, and no transaction was visible. So I presumed that the order never went though. 

But, just in case, I waited a day. I checked the following evening and still no email, text, or transaction on my credit card, so I proceeded to create another order on the 19th December. This time no problems, I made the order, received the confirmation webpage, as well as an immediate email and a pending transaction immediately on my credit card. 

This is where it gets trickly. The next day, the 20th December, I checked my credit card app, and there is now 2 pending transactions for over £600 for the TV. So I went into the store to pick up my confirmed order, with the only confirmation order I received. I spoke to the Manager of the store in Newtownabbey, and told him about the 'ghost order', he told me not to worry, as it is only pending, the system will automatically cancel it, and also, if I don't pick it up within 7days, it will automatically cancel itself, if it did go though. 

This was fine, but I waited over 2 weeks, and the transaction was no longer pending, but now confirmed on my credit card. I contacted curry's who told me on the phone that there was no first order, just the second order that I had collected, and that I needed to contact my CC company to reverse the charge, so, I did this and long story short, the money was refunded on my credit card, or so I thought.

Fast forward to yesterday, 18th March, and I received a letter from my CC company that the 'temporary refund' on my CC would be reverted unless I provide further evidence to counter Curry's statement of 'fact's  - Again, long story short, in the evidence presented to my CC company for the refund, there is confirmation of a 'ghost' order on their systems, but I never received an email, confirmation because there was a typo in the email address - and here is where I have been defrauded - The General Manager of the t he Store in Newtownabbey has told my CC company that I collected BOTH orders!! That is a bare faced lie! Also impossible, since I would not have been able to collect one of the orders without an order number, which I could not have received, since there was no email confirmation due to a typo!

I am at a loss of what to do, the Manager of the Store has blatantly lied to my CC company, and I will now be charged for an order that I never received! 

What, word for word, has your bank said the reason for them disputing the chargeback? I fear you are heavily paraphrasing and reading more into matters than has actually been said. You also need to remember that you are playing a game of Chinese Whispers here... you told your bank, the bank decided to paraphrase it, they told the merchant bank, the merchant bank told Currys which is likely a central function in Finance, they may either have self served off the systems or gone to the store to ask and then their response goes through all those hands again on the way back.

How did you select which of the two transactions was the false one?