Written on: 25/09/2013 by Emma25mc (1 review written)
I have had a very account for a number of years i think about 6 years, I hadn't used it since 2009 (Very claims this) but logged on yesterday to order some leggings and GHDs as they were on offer. When I initially logged on I couldn't remember my password so had to send a password reminder, I then logged in and updated my address and phone number and this was all done successfully, when I ordered I opted for the BNPL option but this came back as rejected and I was confused but needed what I was ordering so ordered again this time selecting to pay in full (order total £107.10) I got a message on screen saying my order was under review so waited half an hour and checked order history to see that this order had also been rejected however the money had been taken from my bank account so I called very adviser told me that my account had been closed as I had not used it since 2009 which I found hilarious as I had logged into the account, opted for a new password and also updated my details without a mention that my account was closed advisor also told me that they had not taken any money and this was an issue I had to take up with my bank called bank and they explained to me that when I pressed the place order button the money was automatically requested from my account so they have it on hold from my account and this would remain the case unless very confirmed they wouldn't be taking the money, bank advisor was helpful and told me to call very back and ask them to send email to bank confirming they won't be taking the money was relieved as I thought that was simple and straightforward.... How wrong was I????? They refused to do this as they maintain they never requested any money from my account putting all the blame on my bank I asked to speak to a manager who said he could only advise me the same as the advisor, told me to call the payments team who refused to even speak to me and I have now spent nearly £50 on phone calls. Today I am contacting trading standards and also writing a letter of complaint. Disgusting service from a multi million pound company!!!!!
Does not even deserve 1 star I am totally gobsmacked at the service I received.
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