MSCL.com

I too have been overcharged! I payed my $20 deposit way back in feb, then the remaining $79.98 in March...but today, I was charged $79.98 again! This is unbelievable. I work in the web industry and I am familiar with how payment fulfillment works. These are unacceptable errors and there is no excuse for them to take place. AnotherUniverse is a dirty company and after reading other posts I truly believe the double billings are intentional. It has happened too often to be a fluke, and the fact that it continues to happen, even after all the complaints, just makes it that much worse. Why is this continuing to happen!? Does AU keep track of orders using post-it notes? I have now shelled out $180.00 for a DVD set that I very well could never receive. I regret ever gettign involved in this mess.

Previously, I gave Jason two emails patiently and politely asking to correct the overcharge of $115 that was made to my account last month. Well today I am stark-ravin' mad that AU has made yet ANOTHER withdrawl of $79.98!!! I have evidence, an April 12 letter-receipt, stating that I have long paid the order of $99.98. I also keep my bank statements. I am willing to let this all go, as much as I am anticipating the MSCL dvd set, if this gets fixed SOON. (I am a so-called "starving college student" and need every last penny in that account, especially as I have been overdrafted b/c of BMG/AU mistakes.) Please someone (Jason or LordG) respond and come to my rescue.

JennyA wrote:Previously, I gave Jason two emails patiently and politely asking to correct the overcharge of $115 that was made to my account last month. Well today I am stark-ravin' mad that AU has made yet ANOTHER withdrawl of $79.98!!! I have evidence, an April 12 letter-receipt, stating that I have long paid the order of $99.98. I also keep my bank statements. I am willing to let this all go, as much as I am anticipating the MSCL dvd set, if this gets fixed SOON. (I am a so-called "starving college student" and need every last penny in that account, especially as I have been overdrafted b/c of BMG/AU mistakes.) Please someone (Jason or LordG) respond and come to my rescue.

Jenny, I'd suggest using the Customer Service form at http://www.drygrass.com/mscl/ . AU employees have processed all the double-billing reports that were submitted through the site. I understand it can take awhile to refund the money, so try to get to it tomorrow so money can be refunded ASAP.

Gord

Sorry "GordLacey"...dyslexia(-sp?) has me calling you "LordG"...anyway, that last email was directed towards you, Jason R., AU, and BMG. How long until you can correct those monetary mistakes??? My fall semester tuition and books are on the line here.

JennyA wrote:Sorry "GordLacey"...dyslexia(-sp?) has me calling you "LordG"...anyway, that last email was directed towards you, Jason R., AU, and BMG. How long until you can correct those monetary mistakes??? My fall semester tuition and books are on the line here.

I was willing to answer to LordG

AU is correcting them as soon as they know about them. Today was the first day Mike had access to the admin area of the customer service form and he processed all the double-billing and overcharge problems. If you reported it, it looks like it would have been taken care of today. I don't know how long it takes to appear as a credit on your card though.

Gord

Either use gord's form or e-mail me direct.

No we don't use post it notes, but we are using legacy software and a patch to our credit card processor. And when the data is some how interacted with (on our side or on theirs) sometime it runs old orders back through again. But it is mostly just an authorization (i.e. they are putting the money on hold, but not sending it to us) so we are not giving refunds per se, but canceling the authorization.

Except that on a couple of occasions, we've been billed for refunds (even when we didn't get the money) or had transactions disputed, while we are getting them cleared up. In both those cases, we end up with two credits back, and will eventually have to rebill the person since they end up with both charges (the original correct one, and the duplicate) reversed, and then haven't paid for the DVD.

On the good side, we may actually have the production copy this week. The authoring is scheduled to be done Friday, and they will make a couple of copies to check quality before going to actual press. As soon as I have one in hand, I'll let everyone know.

In addition, I'm supposed to get a firm ship date this week. As soon as that happens, we'll announce it here and also send an e-mail update as well.

The $115 overcharged to my credit card has still not been refunded. (It's been 3 weeks!) At the request of Ross @ AU I e-mailed him about my problem with my order number on Monday. (Second e-mail to AU.)
As of today - no response from Ross/AU - no $115 credited back to me. It does not (and should not) take 3 weeks to credit a customer's card. Needless to say, I am not very happy right now.

If we have emailed Ross, should we still use the customer service form? Ross, are you replying to let us know if we are being taken care of or should I just assume you are handling it?

I'd just like to say I too am having problems with AU. I accepted their T-shirt offer which was $20, and was actually charged $60. I've sent them several e-mails and phoned them up (at some personal expense as I live in England), and after many weeks I still have had no positive response.

(Apparently $40 was 'Postage and Packing'. When I bought the T-shirt it was explicitly stated the shipping charges were waved as I was also buying the DVD, and that was confirmed in the several order confirmation e-mails I recieved. The t-shirt is still in it's package on my desk - rather amusingly there is a sticker on it announcing the postage paid was $8.70.)

CheapWallpaer,

Sorry to hear you had problems, but there was never any free shipping on the t-shirt. There was a box on the shipping page for zero shipping on the MSCL DVD set. A number of people initially selected this for the T-Shirts as well, I had to go in and make sure that it was as clear as possible. The original email we sent out never said anything about free shipping, however it did offer a coupon on the shirts.

I am sorry for the misunderstandings this has caused.

I would like to know what you were told when you called however, I might see what I can do to help you out. I am the first to admit I should have made that shipping page a little easier to understand.

Could you send me a copy of the confirmation email you received, or the checkout page you saw.

Justin Martin
justin@anotheruniverse.com

Firstly, thank you for your response Justin. However, I can assure you I read the details of the offer very carefully, and I am not mistaken as to what it said. I have forwarded you my order confirmation which explicitly states there was no shipping charge.

When I phoned, I was informed there evidently appeared to have been a mistake, and you would get back to me.

(If anybody wishes to e-mail me my address is in my profile.)

This process of getting refunded is BULLSHIT. We have to fill out a form and then wait 3 weeks to hear back from you and then nothing gets taken care of and we get charged yet Again. Only those people who notice the overcharge in the first place and keep on fighting for refunds are the ones going to them. What about those people who didn't notice the overcharge? I bet you guys are happily keeping their money safe for them. Ya. Right.

Before I left on my honeymoon, I told AU that they should email everybody to check their statements, and to refer them to the form if they found something. I still recommend this, as I fear there are many people who don't know they were overcharged.

Alison wrote:This process of getting refunded is BULLSHIT. We have to fill out a form and then wait 3 weeks to hear back from you and then nothing gets taken care of and we get charged yet Again. Only those people who notice the overcharge in the first place and keep on fighting for refunds are the ones going to them. What about those people who didn't notice the overcharge? I bet you guys are happily keeping their money safe for them. Ya. Right.

Well, I called AU 3 times over the past month. They keep telling me the same thing. Wait a few days and see if the refund appears on your statement. Well, I'm reaching my credit limit...and darnit....I need money! So today I filed a dispute with my credit card company regarding the $115 overcharge. I hated to do that because I understand AU's situation. They are a small company that all of a sudden has the responsibility of this huge project. But sometimes you just have to look out for yourself. I still can't wait to recieve the DVD's! I made it very clear that I was ok with my initial order and payment. I just HAD to have something done about the $115 overcharge. I hope this can be worked out before the dispute goes any further.

By the way...I respect AU for the job they are doing. Nobody is perfect, ya know! Can't wait for the boxset!

Zach

Well, I have had no further response on my problem, but I did find my print-out of the order screen, where the price quoted was even less i.e. $17 . That's four different prices they've quoted for the same order!