Jillus Posted July 15, 2009 Share Posted July 15, 2009 Early last week we ordered a spare part for a friends freezer, they live abroad ,and used our debit card to pay. The item was out of stock and would not be in until the 15th. Anyway last Thursday we heard it was the wrong bit so we rang to cancel and were assured we would not be charged and the order cancelled. On looking at our account online next day we had been for £75. We again contacted the firm who have said we can have a refund but only if we provide them with the copy of the bank statement that the debited amount appears on! I am at a loss and have queried this but they have said no bank statement, no refund as we need to prove the money has come out of the account. Does anyone have any idea about where we stand? I am really not happy about faxing a copy of a private bank statement. This is a 'reputable' firm (Whirlpool) Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted July 15, 2009 Share Posted July 15, 2009 Were the goods actually ever sent? If not, they should not have debited your card. They will know that they have removed funds from your bank. They don't need a bank statement to know that. They can refund money to the card that was used to pay the bill. You cant refund a card that was not used to pay a bill so I dont see their problem. I think the responsibility is all theirs. Quote Link to comment Share on other sites More sharing options...
Valkyrie Posted July 15, 2009 Share Posted July 15, 2009 Whirlpool - long established company. Don't send your bank details to them at all - they have the records and ask to speak to someone in charge and if that doesn't work take it to the highest level. We asked for the name of the MD once of an insurance firm telling him we would be taking matters futher when we wrote to him. He wasn't happy and everything was sorted pronto (after 6 months of complaining - don't let it get that far). Quote Link to comment Share on other sites More sharing options...
chickenanne Posted July 20, 2009 Share Posted July 20, 2009 They will have lots more going through their bank accoutns than you will through yours.... but then they will also have paid employees who deal with it! Send them the paymnet reference, dates, etc, but not your statement - if they have the full details they will be able to trace it quicker. Quote Link to comment Share on other sites More sharing options...
Jillus Posted July 21, 2009 Author Share Posted July 21, 2009 A quick update. My husband sent the details they needed but with everything blanked out ( like MPs expenses) apart from the account number and the payment details they wanted. He then had a call from the accounts people to discuss and arrange his refund, but they were very curt but polite. Will not be dealing with them again needless to say. Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted July 21, 2009 Share Posted July 21, 2009 With service like that you have to vote with your feet. Quote Link to comment Share on other sites More sharing options...
Valkyrie Posted July 21, 2009 Share Posted July 21, 2009 Well done to OH. But what a pain to have to go through all that. Quote Link to comment Share on other sites More sharing options...
