You cancelled... but did you really?

vwap · Post by **vwap** » Oct 15th 2002, 4:52 pm

Great... maybe this is why very few people are actually receiving refunds if they called in and talked to someone [as opposed to using the form or e-mailing Ross]. I called in to make sure my credit was being worked on, and the person on the phone looked at my order and showed that it had never been cancelled. I remember talking to Wade a week ago when I cancelled and specifically stated that I didn't want to hold out for the release date ("any day now!"), and I wanted it cancelled.

So for any of you who are expecting credits, but haven't received anything back, perhaps you should call AU and check to see whether your order is really being cancelled or not...

Lurker1999 · Post by **Lurker1999** » Oct 15th 2002, 5:02 pm

I can confirm this. I just hung up the phone 30 seconds before I posted this. I called AU and asked them to look my order up. I did not state I had requested it to be cancelled. He told me that it will be shipped as soon as the DVDs are received. I then inquired about the double charge. He stated he "did not have access to that computer system to check on the status of the refund."

CONCLUSIONS (yes I am shouting):

1. THEY LIE. ALL OF THEM.
2. THEIR E-MAILS AND RESPONSES TO THE DRYGRASS FORMS WERE LIES.
3. THEY HAVE ABSOLUTELY NO INTENTION OF EVER REFUNDING THE MAJORITY OF US.
4. CALL AND WRITE YOUR CREDIT CARD COMPANY NOW. TODAY.

I talked to Citibank on Friday and I already have the conditional credit for the two $79.98 charges on my account. The letter for the $20 is in the mail.

phelix · Post by **phelix** » Oct 15th 2002, 5:28 pm

Same story here. I just called them and my order had not been cancelled (I had received an email yesterday stating it had). SO, it appears the only way to cancel your order is to call them.

Oh, they also told me the DVDs are shipping any day now.

:

Denie · Post by **Denie** » Oct 15th 2002, 5:34 pm

phelix wrote:
Oh, they also told me the DVDs are shipping any day now. :

Yeah, and I'm going to marry Jared Leto.

Cate · Post by **Cate** » Oct 15th 2002, 5:41 pm

Lurker1999 wrote:I can confirm this. I just hung up the phone 30 seconds before I posted this. I called AU and asked them to look my order up. I did not state I had requested it to be cancelled. He told me that it will be shipped as soon as the DVDs are received. I then inquired about the double charge. He stated he "did not have access to that computer system to check on the status of the refund."

CONCLUSIONS (yes I am shouting):

1. THEY LIE. ALL OF THEM.
2. THEIR E-MAILS AND RESPONSES TO THE DRYGRASS FORMS WERE LIES.
3. THEY HAVE ABSOLUTELY NO INTENTION OF EVER REFUNDING THE MAJORITY OF US.

Good grief, this has gone beyond ridiculous! Ross was personally handling the overcharges, maybe he doesn't want any accessing that information so that there are no more screw ups.

andrewgd · Post by **andrewgd** » Oct 15th 2002, 5:50 pm

Cate wrote:Ross was personally handling the overcharges, maybe he doesn't want any accessing that information so that there are no more screw ups.

So why are we getting email telling us the credits/refunds have happened?

Denie · Post by **Denie** » Oct 15th 2002, 5:51 pm

Cate wrote: Good grief, this has gone beyond ridiculous! Ross was personally handling the overcharges, maybe he doesn't want any accessing that information so that there are no more screw ups.

Then why did Ross allow Mike to check the forms submitted through the Drygrass site and (supposedly) process cancellations?

I received this today:
Mike McCullough wrote:
Cancellation Noted
Refund submitted
10/15/02

Cate · Post by **Cate** » Oct 15th 2002, 5:57 pm

Denie wrote:
Cate wrote: Good grief, this has gone beyond ridiculous! Ross was personally handling the overcharges, maybe he doesn't want any accessing that information so that there are no more screw ups.
Then why did Ross allow Mike to check the forms submitted through the Drygrass site and (supposedly) process cancellations?

I received this today:
Mike McCullough wrote:
Cancellation Noted
Refund submitted
10/15/02

Is Mike answering the phone today? (I may have missed that.) I imagine he has had to enlist Mike's help with this (especially while he is in NY). I'm glad it isn't the guy who answers the phone who is handling the CC botch up.

Cate · Post by **Cate** » Oct 15th 2002, 5:59 pm

Denie wrote:
Cate wrote: Good grief, this has gone beyond ridiculous! Ross was personally handling the overcharges, maybe he doesn't want any accessing that information so that there are no more screw ups.
Then why did Ross allow Mike to check the forms submitted through the Drygrass site and (supposedly) process cancellations?

I received this today:
Mike McCullough wrote:
Cancellation Noted
Refund submitted
10/15/02

Possibly because he knew he wouldn't be able to do it as he is in NY til this Wednesday?

Make sense to you ... does to me.

andrewgd · Post by **andrewgd** » Oct 15th 2002, 6:02 pm

I recieved two emails that Mike checked my order, and credited/refunded my money.

I call them up, and the account is still active, and no credit was given.

Why the discrepency? Its VERY obvious that the emails were lies. Its really THAT simple.

Cate · Post by **Cate** » Oct 15th 2002, 6:07 pm

andrewgd wrote:I recieved two emails that Mike checked my order, and credited/refunded my money.

I call them up, and the account is still active, and no credit was given.

Why the discrepency? Its VERY obvious that the emails were lies. Its really THAT simple.

Called who up? AU? Yesterday was a bank holiday in the US wasn't it? I don't know? Did you talk to Mike? Or just whoever answered the phone? Maybe the records haven't been updated. Who knows?!

If, on the other hand, you called your CC company ... I know for a fact that it does to time to work through the system.

Maybe it's THAT simple. [shrug]

Lurker1999 · Post by **Lurker1999** » Oct 15th 2002, 6:24 pm

At this point I only deal with AU to entertain myself really. The call was merely to confirm my suspicion that the double charge I notified them about over a month ago has still not been addressed. The credit card company is going to deal with this mess from this point forth. The best AU can hope comes from this is that Visa and Mastercard do not label them as a "high risk" company and raise their credit chargeback fees through the roof. These fees can range from $15 to $50 per transaction.

Keep in mind each time one of us disputes their charges the credit card company goes after the merchant in turn and penalizes them if they judge in the consumer's favor. Get enough chargebacks and AU's merchant account may be terminated and may end up on Mastercard's master list, etc. which other banks will use before granting AU a merchant account.

It's doubtful this will happen if only a small percenage of us cancel but if the majority of 2500 pre-orders cancel that should leave at least a small blip on the screen. This assumes that AU doesn't do sufficient other business to write this entire episode off without a blink.

FarrellGirl78 · Post by **FarrellGirl78** » Oct 15th 2002, 6:26 pm

Cate it is very simple... AU is going bankrupt because everyone cancelled and want their money back. The e-mails are just a simple stupid lie to make sure they get more time. That's all...

I called my CC company telling them that I had this e-mail from Mike but when you call, they tell you that no your order was not cancelled and that no refund was submitted. They wanted me to wait a little, like 5 days, to see if it didn't appear on my report but I told them no way. VISA right now needs to work fast for me to make sure I get my money back. I send them all my e-mails with a letter explaining everything from the beginning and will call back tomorrow to make sure they reverse the transaction before we read somewhere that AU has gone bankrupt and we don't see our money back. Like I said, I am not talking about a stupid 20$ but actually almost 160$CAN and I want it back. Simple as that...

I will make sure VISA gets my money back because I am so sure AU will never refund any of us.

Dominique

phelix · Post by **phelix** » Oct 15th 2002, 6:27 pm

Cate wrote: Called who up? AU? Yesterday was a bank holiday in the US wasn't it?

Perhaps you're not paying attention. We're not saying they had no record of refunding our order. We're saying that they had no record of us cancelling our order, despite receiving email confirmations of our cancellations. Mike (the one who emailed us) DID NOT enter our cancellation into their system despite saying that he did.

Healthy skepticism is a good thing, but your starting to sound more like a shill for AU that a skeptical customer.

Sammi · Post by **Sammi** » Oct 15th 2002, 6:29 pm

I second that thought! How can anyone defend someone that won't come in this forum and defend himself?

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