advice for ASDA Credit Card unhelpful customer services needed

ourhero

Hi, I was wondering if anyone can give me some advice. On 31st August I visited a website and entered a credit card transaction to purchase a piece of mp3 downloading software (at http://realmusicnow.com). It offered a 7 day money back no-quibble guarantee so I went ahead and bought it with my ASDA MasterCard.

I looked at the software, decided it looked decidedly illegal and so uninstalled it from my computer. I also got my email receipt for the software and was distraught to find that I had been charged far more than I was expecting so I went about trying to claim my 7-day refund.

However, when I filled out the on-line form in order to send an email to their customer services, I found that I just received an automated email reply stating that it was a 'no-reply' email address! It directed me to an international phone number and a web chat function that has been permanently unavailable since my purchase. I am wary of phoning the number as I fully believe it will cost me a fortune!

Since I felt I had tried reasonable means to contact the company (every email address returned the 'don't email us again' response) I then checked my Asda MasterCard on-line statement and found that the charge was even higher than on my email receipt!

I phoned Asda Card Services where I was instantly told that 'it was nothing to do with them' and that 'I had to get in touch with the company to sort it out' and described my transaction as 'tough luck'.

I politely asked for a superior, was told I would have to put it in writing but basically Asda card services weren't interested in helping me whatsoever.

I quickly printed off copies of the email reply I received, the receipt and as many web page addresses that I could and explained about the 7-day guarantee and my effprts to get in touvh with the company. I asked for a charge back and related my disappointment in their customer services.

Can anybody give me any advice either in getting satisfaction with Asda or can sometime tell me if I really don't have a leg to stand on? Are Asda simply a bad credit card company for on-line shoppers?

Please, please reply, moneysavers as I feel a bit out of my league when it comes to such matters!

John
(mature student, Fife)

webmasterpolo

To quote one of my own letters in a similair situation:

"Under Section 75 of the Consumer Credit Act of 1974 you are jointly liable for breaches of contract by your merchant named above. I ask you to intervene on my behalf to obtain settlement in this matter, otherwise I will join you as a party in any court action."

Write to asda card services and include all the information you have and state the above, I've used this and my card company took a while but did contact the merchant and try and resolve it...it's still outstanding at the moment though. Worth a shot.

Other option would be to goto the asda store and talk to customer services and the store manager and get his support, he will have internal routes to get card services to sort this for you a bit quicker, even if it is only making them investigate the company.

ourhero

Thanks webmasterpolo - I've taken your advice and sent a further letter, along the lines you've suggested. I'll let you know the outcome of this one.