Currys PC World

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Anna's complaint against Currys PC World

Anna K

22/11/2015

[RESOLVED] - Missold care plan

Complaint against Currys PC World

I recently purchased a lap top and the shop assistant kept asking me if I wanted a care plan for monthly £6.50. He seemed to be very much under pressure to sell me one, but I kept refusing. What I didn't notice, was that he still slipped it into my credit card receipt, by reducing the total amount by 6.50 as Manager Discretion and adding 6.50 again as Care plan. This way the total amount was still the same, but he was able to register a care plan sale as well. Next month they deducted £6.50 from my VISA and when I disputed it, they refused to refund but promised to cancel. However one more month later the care plan was still not cancelled and they charged the card again. I have reported it to the police fraud department and to my bank but I still feel that this kind of scam should be made public to make people aware.

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Currys PC World resolved this complaint

  • Comments (14)

TEAM KNOWHOW | | VERIFIED

Hi Anna, Thanks for getting in touch. I am concerned to learn that you have found an unexpected direct debit from us. I can certainly see why this would be upsetting and as such I would like to extend my apologies. So I can help further, can you kindly provide your full name, address, contact number and the make and model of your laptop? I look forward to hearing from you. Marcus

Anna K | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Hi Anna, Thanks for your speedy reply. I am sorry to hear of the attitude of the members of store staff. I can assure you this is well below the high standards that we expect and are expected to achieve. So that I can share your comments with the store manager can you kindly tell me which branch you visited? If you can also confirm the name and address of the purchaser along with a contact number, I would be happy to refund the 2 payments of £6.50 (1 per agreement) for you? Thanks, Marcus

Anna K | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Hi Anna. Thanks for the extra information. As promised I have passed the details of your experience on to the general manager Martin, for the Farnborough store (Adam was the acting manager at the time). They will ensure this is investigated internally so that such a unacceptable sequence of events is not repeated. In respect to your payments, although the November debit was requested, we also refunded this payment on or around the 22nd November on both agreements. If this credit has yet to..

TEAM KNOWHOW | | VERIFIED

..appear on your statement, I am confident this will do so shortly. I can still go ahead and action the reimbursement of £13 as a BACS transfer for you if this is acceptable? Please let me know either way. Marcus.

Anna K | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

No problem Anna. As we would call your husband to arrange the BACS payment, can you just double check the number you gave me as it looks a bit short? Thanks Marcus

Anna K | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Thanks Anna. As the support agreement is cancelled, sadly I am unable to refund the account it was taken from. My offer of a BACs transfer is a goodwill gesture but still needs to go through the agreement holder (Mr Seedig) to satisfy data protection. My apologies, Marcus.

Anna K | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Of course Anna. I've just passed this through to our finance team to get a cheque sent out. Please allow a maximum of 28 days for this to arrive. This has also been logged on a customer services reference of cc2884571. I hope this helps!- Marcus

Anna K | | VERIFIED

User Responded via private message

Anna K | | VERIFIED

Marcus responded very quickly and managed to efficiently resolve the problem. Thank you.
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