Currys PC World

4.00 stars

2904 Reviews

GBP silhouette

SAVE ON YOUR INSURANCE

Stephen's complaint against Currys PC World

Stephen hayter

30/09/2015

[RESOLVED] - Card payments from PRODUCT SUPPORT AG

Complaint against Currys PC World

Purchased a laptop from PCWORLD back in March and noticed a £3 charge each month on the bank statement. Unlike others I didn't have a number on the statement so thought it was because my wife called PCWORLD for a bit of help and had signed up, but this was not the case. We've been onto the bank thinking we can cancel the direct debit put its not listed and product support AG is coming out as a 'card payment' so can't do a easy cancel. I want this cancelled as we no longer even have the items that we were supposed to have support for!

  • supporters 0

Currys PC World resolved this complaint

  • Comments (28)

jackie uzor | | VERIFIED

i purchased an acer laptop from pc world last September and i keep getting this product support Ag on my bank statement which i want to cancel and if possible get a refund for the amount being taken from my bank account i want phoned them twice and refuse to cancel the agreement

TEAM KNOWHOW | | VERIFIED

Hi Jackie, I am sorry to learn of a problem. Please can I have the Careplan agreement number from the receipt so I can locate the details. I will then be able to look into this matter for you - Tony

jackie uzor | | VERIFIED

the agreement number is 0800 587 8787

TEAM KNOWHOW | | VERIFIED

Hi Jackie, sorry, that is the whateverhappens telephone number. The agreement number will be on the top of the terms and conditions - Tony

jackie uzor | | VERIFIED

0344 561 1234 if this number helps

TEAM KNOWHOW | | VERIFIED

Hi, that is the Customer services phone number. Please call the 0800 587 8787 number for assistance - Tony

jackie uzor | | VERIFIED

i phoned them up twice before Christmas to cancel the agreement but the refused to do so and phone yesterday to make sure the said they will cancel the agreement but won't refund the money they've taken

TEAM KNOWHOW | | VERIFIED

Hi, if I can have the payment amount deducted and your postcode I may be able to locate the agreement and have a look - Tony

jackie uzor | | VERIFIED

the amount is £33.00 and my postcode is ML5 4JT

jackie uzor | | VERIFIED

hi i am wondering if the amount has been refunded yet

TEAM KNOWHOW | | VERIFIED

Thanks Jackie. The only Acer laptop I can see under your details was purchased in November 2013. Does this tally with your receipt can I ask? I will be happy to cancel this cover for you if required, but I cannot refund payments already made (as these appear on you original receipt and each monthly statement thereon). Marcus

jackie uzor | | VERIFIED

yes it is the receipt for the laptop if u can cancel it for me thanx

TEAM KNOWHOW | | VERIFIED

No problem Jackie. There appears to a bit of a system glitch at the moment so I have escalated this to our head office to arrange the cancellation. This should clear tomorrow and if its ok with yourself I will update you on Thursday (when I'm in next) that its all cancelled. Thanks, Marcus

jackie uzor | | VERIFIED

ok thanx

TEAM KNOWHOW | | VERIFIED

Hi Jackie, Just to let you know I can now confirm your product support agreement has been cancelled. I have also investigated your agreement further and can see that we have taken 3 payments of £11.00 since a period of inactivity on your account. This is presumable the £33 you referred to earlier? Given the circumstances I would also be happy to refund this amount. For me to do so, please confirm your current address and a contact telephone number. Thanks Marcus

jackie uzor | | VERIFIED

12 Heathery Lea Ave the mobile number is 07492359311

jackie uzor | | VERIFIED

carnbroe

TEAM KNOWHOW | | VERIFIED

Thanks Jackie, I've passed this onto our finance team. They will call you in 24 hours, take your bank details and complete the bacs transfer for £33.00. I hope this helps! - Marcus

jackie uzor | | VERIFIED

can you send a cheque to the address i've given you

TEAM KNOWHOW | | VERIFIED

Hi Jackie, yes thats not a problem, Iv requested a cheque be sent to you. Please allow up to 28 days for it to arrive. Thanks, Rach

TEAM KNOWHOW | | VERIFIED

Hi Stephen, Thank you for your post. I am sorry if the product support was not wanted, I will gladly get this cancelled for you. For me to do this please can you private message me your full address so I can access the agreement. Thanks Georgia

Stephen hayter | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Thank you for those details Stephen. I have cancelled your agreement. No more payments will be taken in future. I have logged this error on case reference cc2822859. I would like to refund the £18 taken so that you’re not out of pocket and I will address this with the Trowbridge store to ensure this doesn't happen again. Please can you send me you best contact number so we can refund this to you? Thanks Georgia

Stephen hayter | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Brilliant Stephen, I have added this to the case and our finance team will call you shortly to refund the £18 paid. Thanks Georgia

Stephen hayter | | VERIFIED

We're still awaiting a call for our refund and it's now £21 as more has come out for this month.

TEAM KNOWHOW | | VERIFIED

Hi, upon viewing your customer details I can see that only £18 will be refunded back to your account as the agreement was cancelled. I will chase this up with finance and ask them to call you within 72 hours. - Amy

Stephen hayter | | VERIFIED

Received refund quickly and details have hopefully been cancelled now
400 characters

2,903 other reviews of Currys PC World


loader