Problem with Dell taking money without authorisation

Hi all,

As some of you will know, I cancelled an order for a Studio 1747 last week because it was taking a long time; there are still a number of problems that people are trying to get resolved and Dell UK had taken payment on the day I placed the order (they state on their site that they will not charge your card until the order is dispatched to you).

When I cancelled, I asked them to ensure that they refunded the money promptly; the rep said that I shouldn't have been charged, but that if I had been that it would be refunded immediately.

I kept checking my account but no refund had been processed so I sent them an e-mail yesterday asking what was going on. They haven't responded to this so far.

This morning I phoned them, and after being put through to a number of different people I got to someone in Dell Home Customer Care/Support. I enquired what was going on with the refund. The conversation went something like this:

Dell: You have definitely not been charged by Dell.

Me: I'm afraid I have been charged; the amount shows on my credit card statement and I have phoned my card issuer who have confirmed that the payment went out and was not refunded.

Dell: No, we don't do that we only check for authorisation, then we don't charge until the order is shipped.

Me: But I have spoken to my card issuer and they have confirmed it.

Dell: You have not been charged.

Me: OK, can you send me an e-mail or something in writing to confirm Dell's position that they believe they have not charged my card.

Dell: No, I will not put anything in writing.

Me: If Dell's official position is that they have not charged my card, then surely you can put that down in writing.

Dell: We cannot put anything in writing. This is an inbound call centre only

Me: Well, then can you ask someone who is able to put something in writing to confirm this to me.

Dell: No

Me: I will have to take legal action to get the money returned to me then

// Loop 5 times
for (iteration = 0; iteration < 5; ++iteration)
{
Dell: We have not taken any money from your account. I would suggest you talk to your card issuer who will confirm this.

Me: Did you listen to what I told you previously? I have already spoken to my card issuer
}

Dell: I will check with the finance department, you can call back tomorrow for an update.

// Ok this is futile, but lets do another loop (3 or 4 times)
Me: Um, this is a mistake by Dell, I would like you or the appropriate person to call me back today.

Dell: We won't call you back and it won't be possible to get an answer today
// end the loop

// They honestly told me to relax
Dell: Relax, this is Dell you have nothing to worry about

Me: I disagree

Dell: You have nothing to worry about, this is Dell

Me: I'm disgusted and Dell has already shown me that it doesn't know what it's doing with my £1200; that is not cause for relaxation.

Dell: Call back tomorrow

END

You get the picture... so I don't have much choice but to call back their premium number and waste more time/money tomorrow. I'm also pushing for the Credit card company to resolve this given Dell's denials.

I'm not at all happy about the whole situation and not convinced that Dell will do anything to resolve it at their end. I'm particularly disappointed because I have spent plenty of money with them in the past, and likely would have done in the future; I'm very much less likely to now with this CS (rep was rude too)

 

Your credit card compnay should be able to reverse the charge, since you have not/will not recieve the laptop

 

They will, but they did require evidence which I have now provided; it may not actually be necessary though... I did try calling Dell again and they said they 'found' the payment had been taken (how strange). No apology or anything, but the more important thing is that the money comes back.

 

good to hear the situation was resolved