Play.com
Account check deduction

This is a small amount to grumble about I know, but how they have done things has really ground my gears.

I got a 3V card to purchase a game from them and credited the account with £20 to make a £19.99 purchase, (free postage BTW).

When checking the order status I then found the card had been refused because a £1 test charge had been taken and there were now insufficient funds to cover the purchase. So I then had to ring them up to ask them what they were playing at. Apparently it was a 1st time customer account check. (with no warning of this on the site!)

First time I called, I was promised it would be resolved and re-credited in 24 hours. It wasn't.

So I called again a day later and was told by a 2nd customer service operative that it could take up to 10 days to re-credit the account with the pound they had taken without my permission anyway. I asked them then, quite reasonably, simply to deduct this amount from the total and despatch the order. They refused, saying it was only a "virtual pound", despite the fact 5 days later the "virtual pound" is still missing. Is this a good way to do business? Checking their site over again, I could see no email or formal complaints address. That fact speaks volumes. I have cancelled the order and certainly will not deal with them again. I still await my pound refund.

Company: Play.com
Country: United Kingdom
Region: United Kingdom

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