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Hi,

I was wondering if anyone could suggest me what should I do.

 

I ordered 2 units of Sony Vaio laptops from sony website.

 

I received an acknowledgement email from sony that they have received my order.

 

Then after 3 hrs I got another email from Sony that for some reasons my card payment was not authorized by my bank and they asked me to call them.

 

I made a call to sony straightaway.

 

One of their Sales Agent told me that my bank did not authorize the payment but when they tried 2nd time my bank did authorize the payment

and my payment has been accepted and the order is in under production.

 

2nd day I called sony to know about the status of my order.

I was shocked to hear that they cancelled my order without letting me know.

The reason they gave me over the phone that they didnt receive the payment because my bank didnt authorize it.

 

Then I called my bank to know about the problem with my transaction.

They told me that there was not any problem with the payment.

The money left my account the day when I made my order.

My bank gave me the authorization code as well.

 

I called sony and asked for the manager because I didnt want to talk to those agents as they were playing with me and were not serious about the matter.

 

i spoke with the manager and told him the matter.

He was not believing me that my bank authorized the payment.

I did give the authorization code but still he was not believing me.

He asked me to take a snapshot of my online bank statement and send him.

 

I emailed him my bank statement.

Got a reply from him that he got the document and he will investigate within 2 days.

 

The next day I called them again, the manager was on holiday.

One of their sales agent told me that they received the payment but on further checks on my account they cancelled my order.

I asked them on what grounds my order was cancelled when you have already accepted the payment.

He said on further checks they found out that the mobile number which I gave them during placing my order

was involved in some SUSPECTED ACTIVITIES back in march and my email address didnt match with my debit card.

 

I asked him whatever you are saying I want this in written.

But he refused to give me this stupid reason in written and said if I required any further information I need to write to the head office. and I will get the refund in 10 days.

 

Why they were keep saying 1st that they didnt get the money then I gave them the proof then they changed their statement and giving me ......

 

They should have made checks before taking the money out from my account.

 

Please any suggestions. What should I do?

 

Regards

 

Jimmy

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Welcome to the site.

Can you confirm that you are in the UK ?

Also which Sony offices you spoke to ?

It should not take 10 days for them to refund your money.

You should put something in writing to their UK head office and demand a reply within 7 days.

It is difficult to advise on other measures unless you can say for sure that what they said about the email and mobile number is true or not.

I have never heard of any criteria that requires checking an email is registered against the card-it is always the address of the cardholder.


Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Hi Martin,

 

Thank you very much for your reply. Yes I am in the UK.

I spoke to them on 020 7365 2947.

Its not about the money. Its all about the allegations which they have put on me. Its very shocking for to know that my mob number was involved in suspected activities. If this is the case then I should contact the police?

They told me to place an order again and they will give me 3% discount on new order but those items are out of stock now. But why should I place an order again when I have already ordered, they acknowledged the order..took the money out of my bank account and then cancelled my order.

Firstly they were not accepting that they got the money but when I showed them the proof then they were saying bull**** about the phone number and email address. I mean is email address and phone number really have to do with the security checks?

When my bank authorized the payment then whats the problem processing the order?

Its very depressing for me. Please suggest me what should I do?

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demand your refund and find a better store?

 

unsure why they wont process your order because of your suspicious phone number and then say order again for 3% discount

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As suggested,demand a full explanation in writing.There are avenues you can go down once you have this information,and will still be able to follow.


Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Here is Sony Head office contact info,and also their local Trading Standards office.

 

Sony United Kingdom Ltd

Pipers Way

Thatcham, Berkshire RG19 4LZ

United Kingdom

tel: +44 (01635) 869500

fax: +44 (01635) 860020

 

 

West Berkshire Council

Planning and Trading Standards

Council Offices

Market Street

Newbury

Berkshire

RG14 5LD

 

 

t: 01635 424000

f: 01635 519172

e: tsadvice@westberks.gov.uk


Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Sounds like they didn't update their system to say that they had got the funds when they tried again successfully

 

The rest sounds like excuses for when they realised that they had run out of stock after they had taken payment and they did all that hoping that you would just walk away rather than bother making a fuss

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