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  • FIRST POST
    • Atnas
    • By Atnas 17th Jun 19, 9:53 AM
    • 6Posts
    • 1Thanks
    Atnas
    Online Retailer Took Money But denies Having It.
    • #1
    • 17th Jun 19, 9:53 AM
    Online Retailer Took Money But denies Having It. 17th Jun 19 at 9:53 AM
    Morning, I'd appreciate a bit of advice on where to turn next please.


    My Daughter bought an item from an online retailer on Thursday, the item should have been with her Friday ( next day delivery ) in time for Fathers Day. She received an email reminding her that something had been left in her shopping basket and to purchase it.
    She checked her bank account and the money had been taken but when she called the company worried about that email and the fact she hadn't received a confirmation email, they said there was no record of it and to ring back on Monday to speak to the manager.


    She has phoned them today and they are telling her that her card had been rejected, she has sent them a screenshot of her account to prove money has gone out and they deny it, now when she phones she hears them laughing in the background and they put the phone down on her.


    She has phoned the bank who have confirmed the money is with them and there is nothing they can do about it.


    I don't know what advice to give her or where to send her for help.
Page 1
    • agrinnall
    • By agrinnall 17th Jun 19, 9:55 AM
    • 22,822 Posts
    • 18,839 Thanks
    agrinnall
    • #2
    • 17th Jun 19, 9:55 AM
    • #2
    • 17th Jun 19, 9:55 AM


    She has phoned the bank who have confirmed the money is with them and there is nothing they can do about it.
    Originally posted by Atnas

    She should not accept this, the bank can initiate a Chargeback to receover the money, and she should insist that they do.
    • Atnas
    • By Atnas 17th Jun 19, 10:03 AM
    • 6 Posts
    • 1 Thanks
    Atnas
    • #3
    • 17th Jun 19, 10:03 AM
    • #3
    • 17th Jun 19, 10:03 AM
    She should not accept this, the bank can initiate a Chargeback to receover the money, and she should insist that they do.
    Originally posted by agrinnall

    Thank you, I have passed on your advice and she is ringing the bank back now. I will update as soon as I can.
    • molerat
    • By molerat 17th Jun 19, 10:57 AM
    • 20,879 Posts
    • 15,158 Thanks
    molerat
    • #4
    • 17th Jun 19, 10:57 AM
    • #4
    • 17th Jun 19, 10:57 AM
    The time quoted in op from purchasing to the money being cleared from the account seems a bit too fast. What does the account show today ?
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    • DCFC79
    • By DCFC79 17th Jun 19, 11:01 AM
    • 34,597 Posts
    • 21,889 Thanks
    DCFC79
    • #5
    • 17th Jun 19, 11:01 AM
    • #5
    • 17th Jun 19, 11:01 AM
    Who is the reatiler ?
    • Atnas
    • By Atnas 17th Jun 19, 11:15 AM
    • 6 Posts
    • 1 Thanks
    Atnas
    • #6
    • 17th Jun 19, 11:15 AM
    • #6
    • 17th Jun 19, 11:15 AM
    The time quoted in op from purchasing to the money being cleared from the account seems a bit too fast. What does the account show today ?
    Originally posted by molerat

    It is showing the same, it has been deducted from her account.
    She has tried phoning her bank and the systems are down so will have to ring back later.


    I've looked up reviews of the site and it seems this isn't the first time it has happened.
    • Atnas
    • By Atnas 17th Jun 19, 11:16 AM
    • 6 Posts
    • 1 Thanks
    Atnas
    • #7
    • 17th Jun 19, 11:16 AM
    • #7
    • 17th Jun 19, 11:16 AM
    Who is the reatiler ?
    Originally posted by DCFC79

    Is it within the rules to name them ? I'd like others to be aware.
    • waamo
    • By waamo 17th Jun 19, 11:17 AM
    • 7,109 Posts
    • 9,633 Thanks
    waamo
    • #8
    • 17th Jun 19, 11:17 AM
    • #8
    • 17th Jun 19, 11:17 AM
    Is it within the rules to name them ? I'd like others to be aware.
    Originally posted by Atnas
    Yes you can name them.
    This space for hire.
    • Rainbowgirl84
    • By Rainbowgirl84 17th Jun 19, 11:23 AM
    • 981 Posts
    • 1,717 Thanks
    Rainbowgirl84
    • #9
    • 17th Jun 19, 11:23 AM
    • #9
    • 17th Jun 19, 11:23 AM
    I suspect the money is in the 'ether' somewhere between the bank and the retailer and it will be sorted out in due course.
    • Atnas
    • By Atnas 17th Jun 19, 11:28 AM
    • 6 Posts
    • 1 Thanks
    Atnas
    The site is Tools4trade and the man she spoke to was called Peter, there was a lady in the background laughing at the phone call while my Daughter was trying to get to the bottom of it. Atrocious customer service.
    • DoaM
    • By DoaM 17th Jun 19, 11:43 AM
    • 7,316 Posts
    • 7,188 Thanks
    DoaM
    The site is Tools4trade and the man she spoke to was called Peter, there was a lady in the background laughing at the phone call while my Daughter was trying to get to the bottom of it. Atrocious customer service.
    Originally posted by Atnas
    Can your daughter prove that the laughing was at her calling? Or is she perhaps hearing laughter in the background when she calls and conflating the two events (due to the stress she's no doubt feeling)?
    Diary of a madman
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    • Atnas
    • By Atnas 17th Jun 19, 12:05 PM
    • 6 Posts
    • 1 Thanks
    Atnas
    Can your daughter prove that the laughing was at her calling? Or is she perhaps hearing laughter in the background when she calls and conflating the two events (due to the stress she's no doubt feeling)?
    Originally posted by DoaM

    The second time he put the phone down on her she heard laughing, when she rang a third time and asked why they are putting the phone down ( he blamed her phone ) and not to be put on loudspeaker as she doesn't like to be laughed at, they laughed again and put the phone down, all calls after that were ignored.


    As for proving it, no, there is no proof.
    • SaucySecrets
    • By SaucySecrets 17th Jun 19, 1:52 PM
    • 2,203 Posts
    • 3,972 Thanks
    SaucySecrets
    If she purchased it on Thursday, and the money showed as being gone on Friday, you're still within the period where the money could be in the "ether" between the bank and the company. They may not be wrong that the money didn't make it to them.

    It does sound like their customer service leaves a lot to be desired... with a name like that, do they serve the public or this a B2B transaction? They have different regulations.
    Signature down for maintenance
    • CorrineCoo
    • By CorrineCoo 18th Jun 19, 1:36 AM
    • 14 Posts
    • 23 Thanks
    CorrineCoo
    Just keep all your proof you will be reimbursed by your card company. The fault is not with you. De-stress.
    • hollydays
    • By hollydays 18th Jun 19, 8:16 AM
    • 17,430 Posts
    • 13,566 Thanks
    hollydays
    The site is Tools4trade and the man she spoke to was called Peter, there was a lady in the background laughing at the phone call while my Daughter was trying to get to the bottom of it. Atrocious customer service.
    Originally posted by Atnas
    How many times have you rung them?
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