Question about disputing a credit card charge

[Goldy1]

Ok first of all I am writing this more to vent and it is only over $25 so yes drama queen here.

Ok so every year I get an Entertainment book. I am set up into something called annual renewal. This means each year when the new e book for the year somes out, they charge my credit card automatically and send me the book in the mail.

The mastercard I had set up for annual renewal was canceled sometime in 2008 so I got a letter in the mail stating "we were unable to process your card, please call to udate your info" so you can get your 09 book.

I called and gave them a new credit card number and asked for the book to be sent to me still. They also were offering a deal where I could get a 2008 book for only $5 if I resigned up(which they said was a free book, just pay the $5 shipping)

Ok so I thought all was good. Iwould be getting an 08 and an 09 book.
I get the 08 book and get charged the $5. I call and they say I will get the 09 book separate later and will be charged later for it.

I get 2 09 books in the mail and my credit card is charged $50 ($25 times 2) NOTHING was stated to me over phone about getting 2 books. I just updated cc info for the ONE book.

I called and explain how I only wanted 1 09 book. They said something like I was put into annual renewal for 2 books. They said send the book back with the return label and you will be refunded your $25. I said "The label says returned book get charged a $7.95 restocking fee. I won't be charged that will I?" She says "NO"

Ok so a couple months goes by and I call and ask if they got the book and where's my refund. They say "We got the book back. You will be getting $25 back to your credit card but it takes 2 to 3 billing cycles."

Ok so I call today b/c it's been over a month since I last called. I was told by a rep and a supervisor that I would not be refunded the whole $25 and that I would be refunded only $25 minus the $7.95 restocking fee via check that will take 6 to 8 weeks to be mailed out. (thinking=more phone calls to them to check on this)
I explained my case as above over and over and what was stated to me about $25 refund many times and how it was not my fault, but this was still the end result. At first, they wanted to give me no refund b/c book was received 30 days after I got it.

I am not planning on calling my credit card company but I was tempted. I have never done a "charge dispute" but was wondering what it entails.


yea I am out of renewal and will never buy directly from them again. IF I want one, I will buy it in person. Book sux anyway now.

[kork13]

two good things about disputing a charge through your credit card company (i've done it once or twice before). First, as long as you let them know immediately after you notice the errant charge, they will freeze that item, and you are not required to pay that charge until it's worked out. Basically, it's like it's not there (no interest accrues on it either). Also, depending on your company (mine did it for me), the CC company will frequently go to bat for you. They'll do the calling for you, and figure out what's the deal.

Normally, if they discover the charge to be fraudulent/in error, they'll remove it completely from your file and you'll never hear of it again. If they figure out it's legit, then they'll return it to your balance, and you'll have to pay it. In this case, where you technically DID receive delivery of the second book (even though unwanted), I'm not sure how they would deal with that. Hopefully, they could arrange it that you return it and get the refund... But yea, not sure how it would work in your situation.

[Seeker]

two good things about disputing a charge through your credit card company (i've done it once or twice before). First, as long as you let them know immediately after you notice the errant charge, they will freeze that item, and you are not required to pay that charge until it's worked out. Basically, it's like it's not there (no interest accrues on it either). Also, depending on your company (mine did it for me), the CC company will frequently go to bat for you. They'll do the calling for you, and figure out what's the deal.

Normally, if they discover the charge to be fraudulent/in error, they'll remove it completely from your file and you'll never hear of it again. If they figure out it's legit, then they'll return it to your balance, and you'll have to pay it. In this case, where you technically DID receive delivery of the second book (even though unwanted), I'm not sure how they would deal with that. Hopefully, they could arrange it that you return it and get the refund... But yea, not sure how it would work in your situation.

Because it was an error that has been corrected, it should be processed by the CC company in Goldy1's favor. Humans do make mistakes... and it should not be Goldy1's problem.

Goldy1...
If you got the second book in a second package, you might have marked the package as "unordered, please return to sender" and handed it to your mailman or taken it to the post office.

But if the two books arrived in the same package, then you pretty much have to follow up with the company.... and if the company does not satisfy... then DO go to the CC company.

CC company will usually find in your favor when the original comapny made an error. You should not be liable for human mistakes made by prople at the company... and you should not have to pay a restocking fee for their mistake.

CC companies do go to "bat" for their customers --- another reason to pay by CC instead of debit card.

[Goldy1]

I would have disputed it with cc if they had totally refused to refund me at all. I was just mad they stated I would get the full refund twice over the phone, but renigged once they actually confirmed they got the book. It's a case of every time you call you get another person telling you a different story and no matter that you wrote down who said said what it's "I'm sorry but blah blah"

It would be complicated to do a charge back b/c I was charged $50 for 2 books and my refund due is $25.

I have learned a few things over the years. I guess be careful who you authorize to get your credit card info. (or bank account)

For instance, I have had literally thousands of paypal payments made to me over the years, and have literally NEVER had an issue with paypal wronging me yet ie hacking or freezing my funds. However, I read all these horror stories about paypal freezing people's bank accounts hooked to paypal and I have my main bank account on there so I get leary of that too. fingers crossed

[Seeker]

I would have disputed it with cc if they had totally refused to refund me at all. I was just mad they stated I would get the full refund twice over the phone, but renigged once they actually confirmed they got the book. It's a case of every time you call you get another person telling you a different story and no matter that you wrote down who said said what it's "I'm sorry but blah blah"

It would be complicated to do a charge back b/c I was charged $50 for 2 books and my refund due is $25.

I have learned a few things over the years. I guess be careful who you authorize to get your credit card info. (or bank account)

For instance, I have had literally thousands of paypal payments made to me over the years, and have literally NEVER had an issue with paypal wronging me yet ie hacking or freezing my funds. However, I read all these horror stories about paypal freezing people's bank accounts hooked to paypal and I have my main bank account on there so I get leary of that too. fingers crossed

Why would it "be complicated"? You should have been charged for one book and paid for one book. The company sent you two books, they will take one back but charge you a restocking fee and you'll allow them that because it's "complicated." Hmmmm. how many others with undergo this mistake?

You as an individual can be dealth with by the company... but, do they wanna risk CC companies and having a black-mark on their record from a CC company? There are places that keep track of refutes on companies, and it will be a black-mark if they do not resolve when your CC calls them.

It's part of the CC business to help their customers. This IS what they do. It's not complicated at all.

[Seeker]

All you need to tell the CC company is:

I ordered one book for $25. I got two books for $50. I've sent back the second book and they have received it, but they want to charge me $7.95 for a restocking fee. Since I never wanted the second book and since I have returned it, I should not be penalized for their mistakes.


That's it. Otherwise, anyone ordering from this company, may be likely to undergo the same set of circumstances. $7.95 may not be worth "the fight" -- but it's also about company practices and what constitutes "fair practices."

You have a right to be angry -- they do not have a "fair" practice in that you spoke with several people and they have been contradictory in what they told you. So, I'd take the difference to my CC company.

Is $7.50 worth a blackmark to them? That's what this book company needs to answer themselves. And the company needs to document and set forth a "policy" for duplicate items (which is what happened to you) and generate a return policy which will not kill future business (which is what the return policy restock fee did to you) and your future business prospects just fell to zero because of thieir inconsistency.

You paid $32.95 for one book that you should have paid $25.00 for.

The other thing is the "send out a check"... if this was paid through CC, it should be refunded through CC. The "refund" should be just as "instant" as the payment. CALL YOUR CC COMPANY.

[Goldy1]

Ok I think I may just do that;call my cc company. I was actually quite surprised they didnt' just refund my $25 even after I mentioned taking it up with the cc company. they A) don't have the returned book and B) heard me state how two reps told me a $25 would be refunded w/o the restocking fee apon its return.
They had NO answer as to why I hadn't been refunded already. Their notes state they got the book back Nov 11 and I called today for the 2nd time to check on refund status and no refund had been initiated to me despite a note put in with the book explaining how it was sent to me in error. lol
I have wasted over an hour of thier employee time on this matter.