|Logo Courtesy of Amazon.com|
In Part One I told you all about how Amazon double charged me causing 2 $30 overdraft fees. For those that do not want to go back and read the short of it is that I had to contact Amazon multiple times before ultimately going through my bank to get the charge reversed. I was still out the $60 in overdraft fees.
Here I was very upset over the whole thing. I found myself logging onto Facebook and telling my friends and family what had happened. I did a little bit of research on the net and found so many others had the same exact thing happen to them. So I went directly to Amazons facebook page and after reading a number of comments of people unhappy at Amazon I decided to voice what happened to me. I received a copy and pasted response that I could fill out an inquiry form. I was very snarky and replied to their response that yes indeed I too can copy and paste like they do. I then received a non copy/paste reply that gave me some hope. So I went to the link and filled out only to receive 12 hours later the same copy/pasted reply about their bank confirming only one charge.
2 more times I commented on Facebook expressing my disgust over their company. It was then that Crystal R intervened. She attempted to call me but I don't answer withheld/unknown numbers. We communicated via email and I explained why I was so upset and angry with Amazon. I explained how now my 5 year old son and 14 year daughter were not going to be getting more than one gift each because we are going through hard times and being out that $60 is huge. Crystal then did the one thing that redeemed Amazon and had them credit me the $60 overdraft fees. The credit on my bank account says "goodwill credit". Either way I'm happy to say that I can continue to do business with Amazon because they finally stepped up and did the right thing.
Here are my personal thoughts from experience on what you should do if Amazon double bills you.
1. Immediately contact both your bank/credit card company and Amazon. Do not wait the 6-10 day period. Inform them of the double charge. Have BOTH look in to it. By contacting both you are covering all bases. Your bank/credit card company may ask when you informed both parties of the double charge and what sort of contact you had with Amazon over it.
2. Keep a record of all emails and names of those you have been in contact with both at Amazon and your bank/credit card company. Jot down simple notes of what was said in phone conversations. Again your bank/credit card company may want to know how many times you contacted them/amazon and what ways you communicated.
3. If your bank confirms the double charge and Amazon says you were not double charged you can either
A. File a dispute of charges with your bank
B. Wait for a paper statement and fax it to Amazon (though most banks no longer give them and it takes a long time)
C. Three way call with your bank and Amazon Customer Service
4. Keep copies of your order confirmation, shipping confirmation and packing slip when item arrives. You may need these to show to your bank/credit card.
5. Do voice your opinion on their Facebook page. Emails and phone conversations in my experience lead to nothing. They care though when other people can publicly see your complaints.
6. Don't give up. Be honest and forthright. If your bank credits you back the money but you have an overdraft fee talk to your bank and see if they will waive it. If your bank wont (mine would have but it would have required another visit and wait over 1-2 weeks) then let Amazon know. By letting them know how they were ruining Christmas for us they realized that it was better to pay for their mistake and make a happy customer.
7. No matter how big or small the double charge or subsequent fees are you have a right to be heard. Warn others of what has happened but do let them know if and how it is resolved. Try and keep your anger in check when dealing with customer service. Let them know you are angry but avoid calling names/cursing/being offensive.
8. Contact them several times without spamming. Writing on their Facebook page once every day or two or calling/emailing them every day or two lets them know you are serious. Doing this more than that will just keep your anger amped up and they are more likely to ignore you.
I would love to hear from others that have been through this and what they did to resolve it.