DescentBB

Easy, right? If you've got a good company, you just contest the charges. But what if you receive the items? ...In the form of trial products.

This seems to be new to about everyone I've spoken with, and it has proven to be a total pain in the a**. Has this happened to anyone here? I might consider a life of crime for how much chance this guy has of being caught. I've never felt so absolutely helpless in a situation.

That stinks, I'm sorry, man.

From having worked in a call-center claims environment after college (insurance, but the same principles about establishing loss value apply with credit card fraud), I would suggest simply approaching it in terms of \"They didn't give me the product I ordered\". If they do ask about what you did get, just show them it's worthless (a link to the trial product price can help).

Basically, if it's a reasonable person at the claims call center, they're looking for enough information to cover their decision about the claim; remember that they get reviewed on the quality of notes and documentation in their files.

If you have documentation ready the first time you call (pricing, the order forms, receipts, etc.), it'll make their day and they'll be happy to take care of it.

Foil wrote:I would suggest simply approaching it in terms of "They didn't give me the product I ordered".

Isn't that a lie?

Actually I'm about 2 months into it. The contested charges were shipping charges, and I'm sending the items back today or tomorrow at my own expense (> $40, I'm guessing--I also plan to insure it), along with a letter of explanation to see if I can be reimbursed. The credit-card company was ok, if a little clueless (5th time calling I still had people saying "you received the items????"). They're the reason I'm 2 months in and only just sending them back--they had told me that they would handle the specifics for getting the items back and I would be liable for nothing... no. If they were a little more on the ball (or a little less inclined to take my word for it?), they might not have canceled the charges at all. I wouldn't have, if I were them. I know they haven't done any meaningful investigation that would show otherwise. I guess it's the kind of thing where positive "customer service" is more important than what's what (anyone who's been in customer service knows what I'm talking about). I can be glad for that, I suppose. It could also have something to do with the fact that I've been an impeccable card-member...

Anyway, I just wanted to know if this had happened to anyone else, here. It's kind of an unusual type of fraud, and at this point, thanks to all of the parties involved, could conceivably end up costing me around $300. I'll post all of the specifics in a bit, for your edification.

Sergeant Thorne wrote:

Foil wrote:I would suggest simply approaching it in terms of "They didn't give me the product I ordered".

Isn't that a lie?

Ooh, sorry, I should clarify. I didn't mean that you should hide that you received anything; I meant that you should focus on the primary issue (that you did not get what you ordered).

Sergeant Thorne wrote:The credit-card company was ok, if a little clueless (5th time calling I still had people saying "you received the items????").

Yeah, you really have to hammer that point to death. Some call-center reps are used to doing the same type of claim over and over, and they just don't "get it" when you present them with an unusual case.

If they still don't get it, just firmly ask for a supervisor. They'll resist, but odds are it'll save you some hassle in the end.

I'm not clear on exactly what has happened. You ordered trial products?

Well that's what it looks like. I must have been sleep-walking and had a sudden urge for kindergarten level education software and a large air filtration device. Like I said I'll write the whole thing up, when I get some time, though, and that'll make it more clear.

I tried to file a fraud claim with my bank once, for a charge on my card that I didn’t make, they told me that it didn’t meet the threshold for fraud, and I needed to take it up with the company that charged my card. (A pizza shop) I did that and “they” reimbursed my money.