Currys PC World

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Daniel's complaint against Currys PC World

Daniel Nowosielski

28/05/2016

[LAPSED] Being charged a total of £8 every couple of weeks for something I have not bought

Complaint against Currys PC World

I noticed only recently that a charge of £8 appeared on my statement for yesterday, which I knew I did not authorise. I bought a laptop in november where I did not sign up to any product support, I was not told about this, I wasn't asked if i wanted it, and did not sign anything to say that I would pay it.

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Lapsed. Daniel has not responded in 90 days

  • Comments (14)

TEAM KNOWHOW | | VERIFIED

Hi Daniel, concerned to learn you were not aware of the payments. So I can look to assist, can you please advise of the receipt number,date and branch number shown at the top of the receipt? - Jay

Daniel Nowosielski | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Good morning The payment relates to a product support agreement a laptop purchased from our Hereford store. The agreement offers protection against mechanical defects and 'mishaps', and will automatically renew each month for as long as you wish to receive the benefits. I trust this serves to offer the necessary clarification. Richard

Daniel Nowosielski | | VERIFIED

This only clarifies what the payment may have been for, but I was not made aware of the agreement in the first instance, therefore did not want or agree to such charges being made for support I did not require.

TEAM KNOWHOW | | VERIFIED

Hi Daniel, I am sorry to learn that the payments taken apear to have not been advised. The agreement is discussed at the time of sale and the mandate and receipt details the agreement and payments. If you wish to cancel, we can process this for you - Nino

Daniel Nowosielski | | VERIFIED

I have already cancelled payments for this, however I should be entitled to a refund of the funds, as I have not used the service, and did not ever intend to, underlined by the fact that I did not know it existed. The agreement WAS NOT 'discussed at the time of sale' as you suggest and I would like a full refund.

TEAM KNOWHOW | | VERIFIED

Hi Daniel, I have logged your complaint on case reference CC3091826. Your agreement is now cancelled. However as this has been taken for 8 months and details posted to you within the first 28 days confirming you terms, I am unable to refund this. My apologies for any disappointment this causes - Georgia

Daniel Nowosielski | | VERIFIED

So, because it took me longer to realise PC World have used my card details without my permission to set up a direct debit which takes £8 out of my account per month, for something which I never agreed to or even had any knowledge of, that it is therefore my fault? I believe, re-examining the receipt of purchase that a manager discretion of £10 off the cost of the product was used to distract me from the first payment of £8 so that I did not bring up the issue in the first instance. 1/2

Daniel Nowosielski | | VERIFIED

I also did not receive any postal confirmation of the payment plan, as you suggest. Please provide evidence of my acceptance of the agreement that has been previously mentioned. I would like to make you aware of the 2015 consumers rights act, which states terms must be 'prominent and transparent', which in this case they clearly were not. 2/2

TEAM KNOWHOW | | VERIFIED

Hi Daniel, Thanks for coming back to us. To clarify as the details of the product support agreement are printed on your original receipt and payment appears in each of your monthly statements thereon, we would consider this to be sufficient notice. Marcus.

Daniel Nowosielski | | VERIFIED

This receipt was given to me AFTER I used my card to make the payment and I was not informed of the monthly charge before I made the payment. I wouldn't consider this fair or 'sufficient notice' as you claim and I would like to see any confirmation that I agreed to make this monthly payment. Simply printing a statement on my receipt is not a valid confirmation of my willingness to pay this monthly amount.

TEAM KNOWHOW | | VERIFIED

Apologies Daniel but this does not detract from the fact the details are visible on the receipt, let alone your monthly statement also. Marcus

Daniel Nowosielski | | VERIFIED

Yes it does, the charges were not at all explained to me and title of the charge on my statement did not indicate that it was coming from Curry's or PC World. Are you telling me that as a company you regularly set up standing orders on customers accounts on the premise that if they don't see it then they have agreed to it?

TEAM KNOWHOW | | VERIFIED

I'm sorry you feel this way Daniel, naturally we do not set up standing orders in such a manner. Given I was not privy to the conversation which took place in November 2015 and that this cannot be substantiated, our rejection of your claim for previous payments still stands. I hope this clarifies our position on this matter. Marcus.
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