Currys PC World

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K's complaint against Currys PC World

K F

20/06/2017

[RESOLVED] - AG Product Support

Complaint against Currys PC World

I have recently noticed that AG Product Support has been taking out a monthly fee from my account. When I checked online, this is from Currys/PC World. I can't think when this happened because the last major purchase from them was back in 2013. I have tried to cancel it through my bank but it does not show up as a Direct Debit or a Standing Order. I am surprised by this, and would like to know how long this has been happening, be refunded for the duration and, finally, how I can cancel it.

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Currys PC World resolved this complaint

  • Comments (13)

TEAM KNOWHOW | | VERIFIED

Hi KF, I'm sorry to hear you have located an unwanted payment on your statement, my apologies. In order for me to investigate further, please email me your original post along with your full name, address, contact number to [email protected] Please also inlcude ref SPK197 in the subject bar. Thanks. Marcus

K F | | VERIFIED

Dear Marcus, Many thanks for your prompt response. Email has been sent to you. I trust the matter will be resolved swiftly. Kind regards

TEAM KNOWHOW | | VERIFIED

No problem, I have also replied to you via email. Thanks - Marcus

K F | | VERIFIED

Very poor service from Currys PC World. They promised me a full refund, and told me this would arrive by cheque. Just yesterday I have had £183.61 taken from my card without my authorisation. As stated in my response to their admin team, if this is not rectified by 5pm today, you will be incurring an additional £50 fee on top of what you owe me for the unnecessary admin you have caused me.

TEAM KNOWHOW | | VERIFIED

Hi Kris, I see my colleague has replied to your email. Thanks, Rach

K F | | VERIFIED

He has replied, but without a satisfactory response. I have just spent a lengthy conversation discussing the terms of my Visa card with Lloyds. They are unaware of any system that currently operates using the method you have described to me. They have also said they need to wait 7 days for you to take the payment before they can return it to my account. I expected better.

TEAM KNOWHOW | | VERIFIED

Hi Kris, I am sorry that the team were unable to meet your expectations on this occasion. - Lloyd

K F | | VERIFIED

The payment is still pending, despite assurances from your finance team that a refund has been processed. Why do you need to debit my account before you can refund it anyway?

TEAM KNOWHOW | | VERIFIED

So that banks have time to process debits, requests for payments are submitted prior to the due date. During this time accounts are locked for security reasons. Whilst our accounts and your bank details may show the money debited or received, this can just be a marker with the funds still being transferred in a n one instant transaction.

K F | | VERIFIED

Whilst this might be a technical reason, you have still failed to explain to me why you need to debit £183 from my account before you can refund it.

TEAM KNOWHOW | | VERIFIED

Hi, have you got the agreement number please so I can locate the details or respond to the email thread you refer to so I can take a look - Tony

K F | | VERIFIED

Whilst the money has been finally returned, I think the Currys Knowhow team need to look at how funds are returned to an account.

K F | | VERIFIED

This should have been a painless process, but the refunds locked funds significant available funds from me and wasted a lot of time trying to figure out what was happening over a period of 7 days.
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