Amazon nightmare (they charged me twice)

[gothamm]

Bought a sweet ass set of logitech z-5500's off amazon. ($146 shipped)

while filling out the order, i messed up on my shipping address. it was a minor error (i put "134" instead of "13134" as my house number). unfortunately, i caught the error after i had submitted my order. So i call amazon, no biggie. Should be a minor address edit and a thank-you-very much. Right? HAH! instead i get this:

Get transferred to a sales rep in india (I am very sure). The sales rep has no idea wtf shes doing. took her 15 minutes just to make a minor shipping address change. she kept putting me on hold and kept asking someone sitting next to her for assistance. She said everything has been changed...but you know that feeling you get, that something quite aint right from the tone of a person's voice? god, she was a nervous wreck. I took a leap of faith and obliged. I mean, what could possible go wrong....its a minor address change.


low and behold. I check my statement via online banking, and there it is....i got charged twice!!! because of this, my checking account balance is in the negatives and i got charged an overdraft fee of $35.

I am seriously p*ssed off right now. My first amazon experience.

Anyone run into a similar situation? what should i do. I have a feeling this is going to take quite some effort from my part for this to get resolved.

 

[nhcowboy1]

i got charged twice!!! because of this, my checking account balance is in the negatives and i got charged an overdraft fee of $35.

Relax. Call your bank. Explain the problem. That should (1) get the overdraft charge reversed and (2) get the second billing charge temporarily reversed (pending further investigation by the bank).

Then try contacting Amazon again. See if you can get someone to understand the problem and get the duplicate order cancelled. If not, ask them what they want you to do when it arrives: (1) refuse it or (2) accept it and then send it back.

Amazon is generally a good company to deal with, although, I agree, their overseas customer service is a nightmare. You might also look up the number to their corporate headquarters and call someone there directly.

But big companies make mistakes. They probably have procedures in place for fixing them.

 

[GoCubsGo]

I agree with the above poster and yes, the off-shore India customer service for most companies is not great to deal with. I work for a company myself who offshores the customer service and there's not a week that doesn't go by that I am not being confronted with the note logs on files where it is obvious the person on the phone (our "India Employees") was rude and generally disinterested in what the customer needed or had to say.

Amazon however should reverse the charge. As for the overdraft, while it is Amazon's fault but then again I don't know that I'd personally be buying speakers if I had less than $300 in my bank account.

Another thing you can try is go online to your account and see if you can't cancel that second order. It should be under your account right? Also, your "minor" address mistake is far from minor in the world of postal delivery. There's a screen I get to before my order is submitted where I can review my details, was that screen not available for you?

 

[Sannekita]

How odd, I've really only had good experiences with Amazon... The India thing sounds pretty weird...

 

[dukeblue91]

It could be that they just re authorized the charge with your bank and it will be released in 48 hrs and not actually charged 2x.
That is very common in e-commerce when you make changes.
You'll still need to contact your bank afterwards to get the NSF fee taken off.

 

[jemeinc]

I had an odd experience with Amazon and the "one click purchase" thing they offer.. I don't know how, but somehow I ended up purchasing the same item twice.. I knew I did it but it was only for a $8 book so I figured I'd just live and learn from my mistake.. A couple weeks later my brother was telling me how he did the same exact thing, and then a couple weeks -maybe a month or so- someone else told me they did the same thing with that "one click" thing they have..

I'm still not quite sure how it happened since I've never tried to use it again, but I know that once I did it there was no confirming the purchase, or chance to back out- I guess it truly was 1 click-lol.. Either way it was somewhat confusing, and I'm pretty comfortable buying stuff online.. Totally my fault, but I could see it getting a lot of people the first time..

 

[Qgirl]

You didn't have to call, you could have fixed this very easily online, as long as your order hadn't shipped yet. You just go into "My Account," bring up your order and change the address. You can change anything about it, or cancel it, if it hasn't been processed yet.

 

[jeremy.king]

It could be that they just re authorized the charge with your bank and it will be released in 48 hrs and not actually charged 2x.

This was what I was thinking.

OP - have you tried contacting Amazon again? What number did you call originally? Try 1-866-216-1072

For everyone else, here's how to properly change your address on an Amazon order:
http://www.amazon.com/gp/help/customer/display.html?nodeId=468548

 

[nhcowboy1]

You just go into "My Account," bring up your order and change the address. You can change anything about it, or cancel it, if it hasn't been processed yet.

Well, how easy is that!!! That's good to know.

I don't know that I'd personally be buying speakers if I had less than $300 in my bank account.

Really? That's a bit judgmental, isn't it? I keep multiple accounts and quite often transfer only enough from one account to another to cover a given purchase. For a $300 purchase, I wouldn't expect to need more than $300 . . . .

 

[cmturner2]

If that's how you are using that account, tell your bank to turn off overdraft protection, and to refuse all charges that can't be met with the funds available.

You'll never have the problem again.

 

[AreanFSL]

Yeah - amazon is really chill with great customer service. I along with all my friends and family, who order from amazon and call with a concern have almost always never had problem. They are quick to resolve a problem if it is legitimate. AND in your case it is. Not to mention they also have the post-price order guarantee (30-days). If your products price has gone been reduced.. Amazon will be sure to refund you the difference!! Now that's great customer service.

 

[MangoManiac]

Haha, well contrary to your unfortunate experience, I ordered a pair for Ultimate Ears 4vi's ($125) for my iPhone a few weeks back. When I realized I accidentially ordered the wrong set (Originally ordered 4i instead of 4vi) I called up Amazon, and lo and behold, got sent to India. The agent was surprisingly helpful and knowledgable, and told me it was no problem to change me order, despite me choosing overnight shipping. He told me my old order would be intercepted, and the new one would be sent free of charge.
2 days later, I find 2 packages on my doorstep! One 4vi and one 4i. I go into my online CC billing and only see one charge. 2 weeks later no email from Amazon to send back the extra, score!

But to answer your question, it should not be a problem at all to have them fix your mistake. being the large company they are, they are usually very understanding of things like that.

 

[Nichod]

Haha, well contrary to your unfortunate experience, I ordered a pair for Ultimate Ears 4vi's ($125) for my iPhone a few weeks back. When I realized I accidentially ordered the wrong set (Originally ordered 4i instead of 4vi) I called up Amazon, and lo and behold, got sent to India. The agent was surprisingly helpful and knowledgable, and told me it was no problem to change me order, despite me choosing overnight shipping. He told me my old order would be intercepted, and the new one would be sent free of charge.
2 days later, I find 2 packages on my doorstep! One 4vi and one 4i. I go into my online CC billing and only see one charge. 2 weeks later no email from Amazon to send back the extra, score!

But to answer your question, it should not be a problem at all to have them fix your mistake. being the large company they are, they are usually very understanding of things like that.

oops. Send me the extra! haha. Can't believe they didn't bother. Maybe in this case they just decide its better to eat the cost since its such a low cost item.

 

[crazzyeddie]

Amazon is usually a great company to deal with. Once you setup your account the 1-click (or even shopping cart) process is very easy to use. I like the fact that they store your CC and shipping info... some people are afraid of being charged "accidently" or fraudulently, but what CC doesn't offer fraud protection for online orders now?

 

[heatmiser]

Count yourself lucky; I recently ordered three items from Amazon and thought I was using my credit card when I was really using my debit card. Because I keep next to no cash in my bank account, I got charged with $90 in overdraft fees. Be glad you only got tagged once, and not three separate times.

If that's how you are using that account, tell your bank to turn off overdraft protection, and to refuse all charges that can't be met with the funds available.

You'll never have the problem again.

You're right; I'm going to do this now. This so-called "protection" has cost me over $120 in the past year.

 

[brop52]

First of all, use a credit card and pay off your statement in full, second, all of this could easily be remedied a minute after putting the transaction through on your account page, third, don't use one click, and fourth, they don't charge you until they ship the item.

 

[gothamm]

totally forgot about this thread.

here's the update, and it didnt have a happy ending

e-mail response from amazon after i faxed them my bank statement CLEARLY showing two charges.

Greetings from Amazon.com.

We have received your fax and reviewed the information provided.
After careful consideration, it does not appear that the overdraft
fees you incurred were the result of an error by Amazon.com.

The additional $185.99 charge you have inquired about is not an
actual charge, but an authorization in regards to your order. This
amount was authorized before your shipping address was updated, but
after the order was already placed. I apologize for any
misunderstanding this has caused.

An authorization is not an actual charge to your credit card or bank
account; rather, it reserves the funds until the transaction is
either processed or canceled. Extra authorizations are always
canceled, but some banks have been known to hold these
authorizations for up to 7-10 business days.

We ask that you please contact your issuing bank for further
assistance regarding this matter.

Thank you for contacting us at Amazon.com.


Best regards,

Jamie J.
Amazon.com Customer Service
http://www.amazon.com

 

[BrianKonarsMac]

I don't know that I'd personally be buying speakers if I had less than $300 in my bank account.

I don't know that I'd personally tell people how to spend their money .

 

[MacHipster]

totally forgot about this thread.

here's the update, and it didnt have a happy ending

e-mail response from amazon after i faxed them my bank statement CLEARLY showing two charges.

Greetings from Amazon.com.

We have received your fax and reviewed the information provided.
After careful consideration, it does not appear that the overdraft
fees you incurred were the result of an error by Amazon.com.

The additional $185.99 charge you have inquired about is not an
actual charge, but an authorization in regards to your order. This
amount was authorized before your shipping address was updated, but
after the order was already placed. I apologize for any
misunderstanding this has caused.

An authorization is not an actual charge to your credit card or bank
account; rather, it reserves the funds until the transaction is
either processed or canceled. Extra authorizations are always
canceled, but some banks have been known to hold these
authorizations for up to 7-10 business days.

We ask that you please contact your issuing bank for further
assistance regarding this matter.

Thank you for contacting us at Amazon.com.


Best regards,

Jamie J.
Amazon.com Customer Service
http://www.amazon.com

So what caused it to go over?

 

[Globetrotter]

Amazon customer service IS lousy.

I bought a camcorder last year, and the shipping estimate was 2 weeks or so.

Then, the next day the local 'Argos' store had the same camcorder for the same price.

I figured - cancel the Amazon order, and pick it up from there, right?

Wrong!

Because the box it was in had been 'scuffed' slightly, Amazon sold it from their 'warehouse deals' section. When I called up Amazon, and got an Indian lady, she really had no clue what to do (how to cancel), so I ended the conversation after 20 seconds, and called again .

This time I got an Indian man and he was much more knowledgable, but could only 'send an email' and hope for the best. I wasn't reassured by his promise to call me back, which he didn't.

Eventually, I called a different number which took me to Ireland (hoorah!), and the guy there was smooooth, but STILL couldn't contact the warehouse deals section!!

Apparently, they must live on the moon.

Summary was: I had to wait for the item to come and then send it back, even though it was going to sit in their warehouse for the next week or so.

When it came, I just kept it. But I will never buy a large electrical item from them again!

 

[MacHipster]

Amazon customer service IS lousy.

I bought a camcorder last year, and the shipping estimate was 2 weeks or so.

Then, the next day the local 'Argos' store had the same camcorder for the same price.

I figured - cancel the Amazon order, and pick it up from there, right?

Wrong!

Because the box it was in had been 'scuffed' slightly, Amazon sold it from their 'warehouse deals' section. When I called up Amazon, and got an Indian lady, she really had no clue what to do (how to cancel), so I ended the conversation after 20 seconds, and called again .

This time I got an Indian man and he was much more knowledgable, but could only 'send an email' and hope for the best. I wasn't reassured by his promise to call me back, which he didn't.

Eventually, I called a different number which took me to Ireland (hoorah!), and the guy there was smooooth, but STILL couldn't contact the warehouse deals section!!

Apparently, they must live on the moon.

Summary was: I had to wait for the item to come and then send it back, even though it was going to sit in their warehouse for the next week or so.

When it came, I just kept it. But I will never buy a large electrical item from them again!

Interesting. Could the Warehouse Deals center be based in the US? If so, it may be worth it to call during US business hours. For future reference, of course.

 

[brop52]

What do you expect Amazon to do for you? You didn't have enough money in your account and you had a negative balance because you took too long to cancel the order. Online canceling is immediate. Plus, it's better to make one payment to your credit card company a month than to debit/use checks and risk something like this. Plus, you can contest any charges on a credit card.

 

[Hankster]

Sorry to hear about your issues with Amazon, I've only had excellent service from them...including their CS.

What I would do is go to your bank and speak with them. If you state to your bank that you did not authorize the second charge they HAVE to refund your money back. I have Bank of America and whenever I have an issue with ANY charge they take my side ASAP and take care of the issue. Companies will rarely go against a bank's request.

Also, as a last resort you can call your bank and state you lost your CC or Bank Card. I get a new CC and Bank Card every year. I tell my bank I lost them and they send me a new set. This stops anyone from trying to auto charge my account and keeps my accounts safer