I ordered an SSD through Centre Com on Nov 1 and opted to pay via bank transfer. I transferred them the funds, however I realised I forgot to include my order reference. Completely my fault of course, and I kind of expected that the order would be cancelled and the payment would be returned as it wouldn't be reconciled against any order. But I immediately logged a ticket just to see if that could be avoided.
Nov 1: Ticket logged. Provided all the details for the transaction
Nov 5: First Response, which was an email requesting that I reconfirm the order number that I provided.
Nov 6: Second response, notifying that the order was cancelled due to no payment. Again, this was somewhat expected, though it's a shame it took 6 days to get this response. But no biggie, I simply reiterate my initial stuff up and ask that they return my payment.
At this point I have purchased elsewhere. My order was cancelled after all.
Nov 10: Still hadn't received a response, so I send a follow up and provide the receipt for the transfer.
Nov 11: Receive a response. Now, it can be hard to distinguish sarcasm from genuine over politeness in emails. So I'll just put the email here and let people judge for themselves.
"Hi XXXXXX,
Good day! Thanks for your email. I'll be happy to assist.
There's nothing for us to refund since we did not receive any payment. Please call your bank.
Let us know if we can be of further assistance, have a great day!
Thank You & Best Regards"
I reply back, once again telling them that they in fact did receive payment, and explaining the issue for the third time.
They get back to me shortly after, so at least the frequency of responses picks up at this point. I get the following response:
'Please provide the receipt for this transfer'…..
I provide the receipt….again. Even though I could see it in the email trail of the email I was replying to.
I get a reply back shortly after:
"I have passed the info to the accounts team and they will trace the transaction to your order. "
So I was told twice that I hadn't paid, apparently without them checking with the accounts team? Also, no acknowledgement that it's taken 11 days and 10 emails to get to this point.
Then lo and behold, I get a payment confirmation email stating that my order will be packed shortly(!)
I've emailed back re-iterating that I don't want the order. My order status currently sits at "Order Status: Cancelled, Payment Status: Paid", so who knows what's going to happen from here.
It's been a while since I've actually felt contempt from a business in trying to resolve a dead simple problem.
Why not call or they ‘covid phone off’ kind of company?