sorry, another double charge enquiry!!!

[Douglas]

I wonder if anybody can help me?

I pre-ordered the Box-set on the 11th of march, I payed the $20 deposit and was charged for $78.98 on the 20th of june.

Unfortunately I was double charged on the 5th of August for $79.98 after already paying the full amount for the DVD's.

I sent out numerous emails to Anotheruniverse but have not received any replys in relation to the posts I sent out, I also filled out one of the customer service forms about 3 weeks ago but have not received any replys to inform me that my refund for the double charge was getting or going to be processed. I do not at this stage want to get my credit card company to recover the charge incase my order is cancelled as this would be heart breaking as i have waited so long to receive the set and am really looking forward to it arriving.

I am just wondering if anyone can help me or give me advice on what to do,

My order number is W3211486

My email address is - enki69@hotmail.com

Anyway thanks for listening(whoever) and keep the faith!!!!


Oh and finally check out the 30 seconds to mars album it is really good!!!
Later........

[Concettina]

Hi,

Didn't think there was anyone else from Scotland on here!

I've been triple charged (9th + 16th of August), and have yet to receive a refund or even the courtesy of an e-mail to tell me that it's being sorted. I have VERY little faith in AU regarding this at the moment.

What I'd advise you to do is call your credit card company to make them AWARE of the situation, and to ask for their advice. Tell them that you'd like to give AU the opportunity to refund you, but you wanted to report it early on and let them know what was happening. When I called Visa they were very helpful and made me feel a lot better. I have 6 months to dispute the charges, but I'm sure that credit card companies vary, so that's another reason I'd recommend calling them - to be on the safe side, as you don't want to go over the time limit for disputing the charges if you have to go that route.

As the DVDs are due to be released any time now (hmmmm?), then if you have some time to play with regarding the disputed charges, you could hang on. Though that doesn't solve the problem of any interest you're paying the CC company on the unauthorised charges - you're never going to get that back, and the longer AU take, the more this is going to amount up.

Good luck.

Concetta

[Douglas]

Thanks for that,

Will wait for my statement to come in, I also have a visa card so I will give them a phone and let them know the situation was just a little worried because of orders being cancelled and i would hate for that to happen.

I just wish someone from AU would get in contact and shed some light on the matter as it would put my mind at rest, I am also worried about the lunch box and bonus disc because I just read on a post that their could be a problem with customs for international customers< I dont know if this means we will not actually receive them? I hope this is not the case

I really want them!!!!!!!

Thanks anyway

[mephisto]

Douglas, I would definitely call them. I'm from continental Europe, so I had to pay an international phone call too, but that's isn't too expensive anymore

about customs: you'll certainly get your DVDs, but the package is dutiable. And since they are sending 2 packages (the lunch box and the bonus disc will ship later) we may have to pay for customs twice... depends on your country and the dutiable value inticated on the packages

[Concettina]

Douglas - You'd be lucky if you escaped being charged customs. Anything above GB£18 and you're likely to be hit, I'm afraid. I always took that into consideration when ordering the set. Having said that, you may be lucky and it'll slip through, but I wouldn't count on it (especially if it's being shipped Global Priority I believe?)

And also note what's already been said about being charged by customs twice if AU are daft enough to put the full value of these DVDs on both packages they send out. Though I feel that if that happened you could dispute it with Customs and get your money back for the second charge - as long as you have the proof (ie all your receipts and invoices from AU proving the full value of your order was mistakenly put on both packages).

This may explain things a bit better to you:

http://www.hmce.gov.uk/public/shopping/shopping.htm

Mephisto - have you actually received a refund from AU? I wouldn't mind making the call to them if I was guaranteed having this whole mess sorted out, but from what I've heard, most people that have called internationally (and otherwise), although being promised that it'll be sorted out, have not received refunds yet... ? The reason for this is beyond me, and also the reason that I'm not about to start wasting any more money on them with calls, unless I hear something positive otherwise...

Concetta

[Douglas]

This getting pretty heavy!!!

Does anyone have the phone number for another universe?

Will the customs costs be charged to our credit card accounts? I am really starting to worry a bit here all these new demons keep croping up regarding this project

I really cant afford all this money getting taken out of my account without even knowing, I cant keep track of this all.

With regards to the packaging that was all part of the pre-order aggrement so we should be entitled to it? so on top of shipping we have to pay customs (maybe twice).

By the end of this all I feel i am going to be in financial ruin

Thanks anyway its made things a wee bit more clear!!!

[Concettina]

Douglas,

The customs have nothing to do with AU - totally outside their control, so your credit card won't be touched. What usually happens is that if you've to pay customs, the postman delivers a card to you, saying that you've to go to the post office sorting office (the closest one in your town) to pick up a package, and it'll tell you the customs charge on it too. You then have the choice either to pay it, or have the package sent back. I'd estimate on $100 it could well be GB£30 (though don't quote me on that, but I believe that's a good estimate).

You'll get all the packaging etc.. (you mean the lunch box etc..?) from AU, but they've decided to send out the DVDs of the series in one package, and the lunch box and bonus DVD in another package when it becomes available some weeks later. Hence why they may put the full cost of the entire set on BOTH packages, and you may be charged twice. BUT as I said, if this happens, I'm as certain as I can be that you'd get your money back from Customs for the double charge as long as you hang on to all the proof. Though another hassle of course!

I think the phone number for AU is: 001 916 450 0707 (if you're calling from the UK).

Let us know how you get on.

Concetta

[Douglas]

Thanks a lot mate you have been really helpfull, I now understand a bit more how this whole things is operating, cheers

just about to contact my credit card company about the disputed charge, and basically do the same thing that you have done.

Just feels scary being stuck all the way out in Scotland and feeling totally helpless and unable to control anything that is happening.

Take it easy

Later

[mephisto]

Mephisto - have you actually received a refund from AU? I wouldn't mind making the call to them if I was guaranteed having this whole mess sorted out, but from what I've heard, most people that have called internationally (and otherwise), although being promised that it'll be sorted out, have not received refunds yet... ? The reason for this is beyond me, and also the reason that I'm not about to start wasting any more money on them with calls, unless I hear something positive otherwise...

not yet

but when I called them they already knew that I was double charged, so at least I can be sure that they are aware of the problem and that they are working on it (and you don't get that if you only send an e-mail)

Wade was really nice on the phone and explained that they are looking at every order to fix every error. So it just takes some time. They even sent me an e-mail with an apology after my phone call.

Sure, the problem hasn't been fixed yet (I have to call my bank today, if the money's back by now), but at least I know what's going on

[HeatherK]

Is there a list of email addresses to send double-charge inquiries to? I've seen several of the employees emails listed as the "one" to contact but I'm totally confused as to which is the right one to use and I don't want to be a total nag unnecessarily. I have yet to get an email from AU, but I have Hotmail which may be the problem.

I was doubled-charged back in early July(at 20% interest no less, Grrr@Mastercard) and I have called AU (they were very nice on the phone) and emailed poor Jason a ton of times (he was always very quick to reply I might add, thankee Jason!), and filled out the DryGrass form.

It's been nearly three months since I was overcharged and still nada so I contacted my credit card company. I hope my order doesn't get cancelled in the process but seriously, I don't know what else to do here.

Any AU contact at all would be appreciated.

Order #W3215014

[Concettina]

Mephisto - have you actually received a refund from AU? I wouldn't mind making the call to them if I was guaranteed having this whole mess sorted out, but from what I've heard, most people that have called internationally (and otherwise), although being promised that it'll be sorted out, have not received refunds yet... ? The reason for this is beyond me, and also the reason that I'm not about to start wasting any more money on them with calls, unless I hear something positive otherwise...

not yet

but when I called them they already knew that I was double charged, so at least I can be sure that they are aware of the problem and that they are working on it (and you don't get that if you only send an e-mail)

Wade was really nice on the phone and explained that they are looking at every order to fix every error. So it just takes some time. They even sent me an e-mail with an apology after my phone call.

Sure, the problem hasn't been fixed yet (I have to call my bank today, if the money's back by now), but at least I know what's going on

Thank you - that does makes sense, and I can see why it'd make you feel more comfortable. Though it still doesn't justify in my mind why they're taking so long refunding people!


Heather - if it's been 3 months and you're being charged that sort of interest I personally would NOT wait any longer with getting your CC to dispute these charges - that's just not on. God knows when they're going to refund us, if ever!!

IF you dispute the charges, it seems to be a fact that AU will cancel your order, however (lovely of them, huh? they force you to dispute the charges, then they cancel your order as well.. ), UNLESS you call them and let them know of the situation. If we knew for a fact they were going to ship out the DVDs this week or next then I'd say hang on and don't do the dispute until then, but who knows when they're really going to send them out! Even if they said this week I wouldn't believe them at this point... I won't until I get them!

E-mailing is utterly pointless, trust me! On here they say to e-mail Ross at ross@comicshop.net and on the last mass e-mail they sent out they said to send all problems to dvdsupport@anotheruniverse.com. I've been e-mailing both, and Jason too - and Jason is the only kind soul that's ever answered. Oh, apart from one short e-mail off Ross after Jason asked him to e-mail me. He promised to get back to me the same day after looking into the situation - but he never did.

I hope you get it sorted, I know what a worry and a pain it is. Though calling the CC company put my mind at ease - but I haven't disputed the charges yet (they have less than a week left before I do).

Concetta

[Concettina]

I may be apologising for having so little faith come the end of this week, as I just got a nice e-mail off Ross saying that my refunds were in the system and should show up this week...

Thought I'd put in this update for those that are going through the same thing, particularly outside of the USA. I didn't call - just kept nagging via e-mail (and on here), and I'm sure that Jason helped a great deal as well, as he always does...

Concetta

[Douglas]

Your so lucky!!!!!

Going to send out a load of e-mails to see if i manage to get a response, guess its understandable that it takes a bit of time considering the amount of people that are in the same boat, they must be working overtime.

I think a lot of praise and goodwill should be directed to Jason as he seems like the one who is keeping everything afloat and making the dream a reality for a lot of mscl fans

guess everyone just freaked when double charges started happening (i know i did) but when the problems start to be sorted out the excitment levels will rise again, and everyone will realise that a lot of people have actually worked very very hard to make this particular project a reality, and when the set is in peoples hands these individuals will be praised for their efforts.

Bye bye.