Uber Eats Refusing to Refund or Provide Information.

AndyD1984

Sunday 1st of June, I placed an online order for a Harvester, this duplicated a meal deal they offer. Taking the Order to £114,47, a few minutes realising this, I cancelled the order and replaced it correctly for £67,47. 

However moment later a notification to say that this was charged and the £114.47, plus the £67,47 was taken. The £114.47 was taken, and support haven't been helpful at all, refusing to assist, provide information of times the order was place, accepted or cancelled.

Santander appear to be standing behind T&C's but I have raised a complaint with them as well.

Any help or advice would be appreciated. 

Mark_d

Are you sure you cancelled the erroneous order?  Have you got a screenshot?  Does it show as cancelled in your order history or email?  Did Uber Eats try to delivery this order to you?

eskbanker

AndyD1984 said:

Santander appear to be standing behind T&C's but I have raised a complaint with them as well.

Difficult to see what Santander have done wrong here, if all they've seen is payment for two orders?  It would be different if the merchant supplies evidence that they processed a refund that hasn't arrived, but it's not unusual for such refunds to be put through manually at a later stage, rather than instantaneously.

born_again

eskbanker said:

AndyD1984 said:

Santander appear to be standing behind T&C's but I have raised a complaint with them as well.

Difficult to see what Santander have done wrong here, if all they've seen is payment for two orders?  It would be different if the merchant supplies evidence that they processed a refund that hasn't arrived, but it's not unusual for such refunds to be put through manually at a later stage, rather than instantaneously.

All Santander do is process the payment requests from retailer. Card payments are a guaranteed form of payment & Santander can not just reverse them.

I guess the pertinent thing you have not mentioned is how many dinners did you get?

AndyD1984

eskbanker said:

AndyD1984 said:

Santander appear to be standing behind T&C's but I have raised a complaint with them as well.

Difficult to see what Santander have done wrong here, if all they've seen is payment for two orders?  It would be different if the merchant supplies evidence that they processed a refund that hasn't arrived, but it's not unusual for such refunds to be put through manually at a later stage, rather than instantaneously.

I believe consumer Act 2015 should protect against this, as a service/product was purchased with nothing arriving/been provided. Which should also be followed by Santander, but they ignoring this.

born_again said:

eskbanker said:

AndyD1984 said:

Santander appear to be standing behind T&C's but I have raised a complaint with them as well.

Difficult to see what Santander have done wrong here, if all they've seen is payment for two orders?  It would be different if the merchant supplies evidence that they processed a refund that hasn't arrived, but it's not unusual for such refunds to be put through manually at a later stage, rather than instantaneously.

All Santander do is process the payment requests from retailer. Card payments are a guaranteed form of payment & Santander can not just reverse them.

I guess the pertinent thing you have not mentioned is how many dinners did you get?

Just the one meal which also missed a whole portion...

AndyD1984

Mark_d said:

Are you sure you cancelled the erroneous order?  Have you got a screenshot?  Does it show as cancelled in your order history or email?  Did Uber Eats try to delivery this order to you?

Yes, I have the email confirmation it was cancelled, but they won't provide me with any other details, i.e. timings of when it was placed, accepted or cancelled.

eskbanker

AndyD1984 said:

eskbanker said:

AndyD1984 said:

Santander appear to be standing behind T&C's but I have raised a complaint with them as well.

Difficult to see what Santander have done wrong here, if all they've seen is payment for two orders?  It would be different if the merchant supplies evidence that they processed a refund that hasn't arrived, but it's not unusual for such refunds to be put through manually at a later stage, rather than instantaneously.

I believe consumer Act 2015 should protect against this, as a service/product was purchased with nothing arriving/been provided. Which should also be followed by Santander, but they ignoring this.

If you paid for something with a debit card and it isn't provided then you eventually have the opportunity to raise a chargeback claim via your bank, after a lead time of 14 or 28 days IIRC, but that doesn't mean that they've done anything wrong at this stage, especially if you cancelled the order and are simply awaiting a refund from the retailer anyway.

Your rights under CRA are a different matter and relate to the trader from whom you purchased, rather than the bank who funded the transaction.

born_again

AndyD1984 said:

All Santander do is process the payment requests from retailer. Card payments are a guaranteed form of payment & Santander can not just reverse them.

I guess the pertinent thing you have not mentioned is how many dinners did you get?

Just the one meal which also missed a whole portion...

So you got one. Then you can do a chargeback after 30 days (Mastercard) for the 2 missing meals.

As to missing portion, as you do not get a breakdown of each portion cost. You will just have to let that fly, unless Harvester will refund this.

Hoenir

It's only Thursday. The refund is in process.  

Okell

Hoenir said:

It's only Thursday. The refund is in process.  

Yes.  I'd expect a refund to take up to at least 14 days

chubsta

Okell said:

Hoenir said:

It's only Thursday. The refund is in process.  

Yes.  I'd expect a refund to take up to at least 14 days

I have occasionally realised I have made a mistake after ordering something and immediately cancelled - it is a vagary of the payment systems that they take your money straightaway but it always takes an age to get it back! In this case I would say the refund will be on its way...