Calling on fellow Canadians

[misheebel]

I want to cancel my order but before I called AU to do so, I thought I'd call my credit card company, explain the situation and ask them to reverse the charge. Apparently, they (PC Bank) have a maximum dispute date of 120 days! Anything past that is indisputable, even if the merchant is fraudulent. Has anyone else run into this problem?

I tried arguing with them but they insist that there's nothing they can do to help me unless I can get a hold of someone at AU and have them reverse the charge on their end. I'm afraid to trust AU to do this...what if they agree to cancel my order but don't reverse the charges on my credit card? I just don't want to end up in a situation where the product does end up shipping (at some point in the future), but I don't get my product or my money back!

I don't know what to do! Any similar stories? Suggestions?

[kidbro77]

Hey there,

I have the exact same story as you. Tried calling VISA today, was told that because this took place whatever amount of days ago, they were unable to help me and I have to deal w/ the merchant myself.

I've sent them countless emails and phone calls, and have just used the tools provided on this website to see if anything can be done (Credit Card dispute form, Attorney General Complaint form, and I've also sent in two emails through the drygrass system, one about my double charges and one sadly, cancelling my order). We'll see....

[so-called customer]

The CC companies won't reverse charges after 120 days unless there are extenuating circumstances, which is the case here. Ask to speak to a manager. I was given a number to fax in evidence to support my claim. If you haven't received merchandise, you should be able to get it reversed.

If you meet any resistance, tell whoever you are talking to that you will be going to the media about their bank's policy. I'm certain they will find a way to accomodate you.

[Jason R]

You can also have your CC company contact me at drygrassllc@aol.com (different emails being used for different things). I might be able to pull an old cancellation request from drygrass.com. it will even say if AU processed it.

[Hardware]

Hi all,

The reason that the bank does this is generally because they have an insurance policy that covers these sort of refunds - they don't actually pay them out themselves (as they are generally risk adverse), preferring to let someone else take the risk of delinquent debt.

If the terms on their insurance policy says that claims have to be made within 120 days, then unless there is a really compelling case, they're not going to want to get involved!

Paul.

[kidbro77]

On Jason's advice, I phoned VISA again, and told them about the published shipping date of the DVD and how that was why I hadn't reported my duplicate charges earlier. They were much more helpful this time.

They said I should send in a letter by Fax, detailing what happened. This is the letter I faxed in:

"Dear Customer Support,

I am writing you to help me dispute some charges on my credit card, account # XXXX XXXX XXXX XXXXX. I had been double charged for an item that I have never received.

I initially ordered this item from AnotherUniverse.com (showing up as The Comicstore.Com on my statements) on July 12, 2002. This charge was billed to my account. However, on my next statement, they charged me again on the date of August 5, 2002.

The amount charged on July 12 was $ 179.49 and the amount charged on August 5 was $185.89.

I have phoned the VISA customer line and was told to send in this letter with all the details about what has gone on. The company in question has done this not only to me, but to many other people.

This company had a published release date for September 17th, 2002, which is why I had not reported these claims earlier to VISA. I was under the impression that they would be sending me my item as well as reverse my charges. However, they have neither reversed any charges nor has any item been sent. I have sent this company countless emails and made countless phone calls, to no avail. There has been no response or reply on their part.

If VISA could help me reverse the duplicate charges, that would be great. I have since cancelled my order with this company, and I do sincerely hope they will refund my money on that as well. If VISA can help reverse both of the charges for me, that would be even more amazing! But if VISA can only help with the issue of the double charge, that is satisfactory enough for me.

Thank you, "

I also included along with my fax, copies of my credit card bills, the email from AU stating the release date was Sept 17, and the email receipt that AU sent me saying the item would be shipped within 10 days (ha!).

The fax number for VISA that you need to send your letter to is:
1-800-897-0551 , attention to : Customer Support.

hope this helps someone else out there!