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“They take the money and then refuse the sale.”

written by Borst on 24/01/2013

You sent me an email Thursday, January 24, 2013 5:37 PM stating "that Security checks are currently being performed on your order to help protect your identity and potential unauthorized use of your card". At Thursday, January 24, 2013 5:57 PM you sent me another email stating "Unfortunately our security system could not verify the details required to best safeguard the card identity used to complete the booking, and as a result we are unable to process the order". In that time you removed over 2,500 pounds from my account and write that "The payment has been refunded in full. Please note that, due to standard card processing, it may take up to 10 working days for the card merchant or bank to confirm the funds are back in the account". I called your number and ended up speaking to someone in India. This is bad business if you are a reputable company. In all cases on the internet if the vendor refuses to make the sale, they do not deduct said funds from the customer and then refuse to make the sale. Nobody i have ever dealt with on-line first deducts the money and then refuses to make the sale. You obviously only do the security check after receiving the funds and one has to ask why you do that! I also notice you only give contact numbers that go straight to a call centre in India. The customer has no idea what your security checks could be and even less idea after you remove the money from the customers account. I'm sure this practice is illegal in the UK, but I wonder if you actually do business in the UK. I was given a refund authorization number T07615 by the call centre and told that an email would be sent within 15-minutes to my bank authorizing the refund, of course my bank has at 20.12 received no emails. I called again, and now nobody could help because their system was down! There must be a body in the UK that monitors this kind of thing and if there is, I will find them and repeat to them what I have written here. I will also make a comment on-line because what you have done gives the whole internet community a bad name and I suspect I am not the only person to have told you that.