Please help me get my money back!

[Laila619]

Hi...

I have been dealing with trying to get my money back for a cancelled magazine subscription. I am due the money for all the issues I cancelled. I e-mailed customer service telling them I wished to cancel the remainder of my subscription, and they e-mailed me back stating it would be done, and that they would be mailing me a refund check. I realized the amount of the refund was wrong, and that I was owed more. When I told the rep that, he stated that unfortunately the check for the incorrect amount ($15) had already been cut, so he would have to issue a 2nd check for the remainder I was owed (another $25).

Well, that was in May '09. I did receive the $15 check without delay, but have still not yet received the $25 check. I have e-mailed and called numerous times, and each time they check on the status of that check, see that it has never been issued or cashed, and then say they will re-issue the $25 check to me. The last time I inquired, the rep swore that it would be going out July 23rd. I still have not received it, so I called again today, and they told me the check was never cut.

The rep said she had no idea why. Her theory as to why I am not getting the 2nd check is that the magazine subscription was purchased through a 3rd party discount agency, and so the magazine company is trying to get the money from them. But I don't think that's correct because then why did I have no problem getting the first refund check?

What can I do? Can I call up my credit card company and file a complaint, even though the subscription was purchased 2 years ago? The numerous e-mails and phone calls don't seem to be working.

Any suggestions? Thanks!

 

[Laila619]

Anyone please? I know it''s not a lot of money, but it''s still something I''m rightfully owed. I figured you smart PSers could come up with something.

 

[kama_s]

Yikes - what a crappy situation to be in. Have you tried speaking to the main management? I'd suggest calling them again and ask to be transferred to the supervisor on duty. Have a word with them and firmly tell them that this has been going on too long and that you expect the cheque to be cut by the end of the work day/week.

Good luck. Hope you get your money back.

 

[D&T]

If you don''t get to speak to an upper management about this, The next thing I would suggest is report them to the BBB, that way they can inquire on your behalf and get it resolved.

 

[Lynn B]

*Persevere, persevere, persevere!*

Really. Keep calling.

Nicely, but firmly feel free to say, "It''s looking to me like you can''t help me with this, may I please speak with your supervisor?" Keep a log of the name(s) of everyone you talk to, when you talked to them, and what they said. Keep following up. Don''t accept excuses or take "no" for an answer.

In situations like this, I can get really stubborn and refuse to let it go!

Don''t give up, I honestly think sometimes that''s what they''re hoping for. With enough tenacity, I think you''ll finally get your money back. It may take a while, and it WILL likely be a pain, but I would definitely encourage you to stay on it and see it through.

Keep us posted!

 

[Laila619]

Thanks for the replies so far, Kama, D&T, and Lynn! I appreciate it.

Do you think going to the credit card company will do anything? The subscription was paid for with a credit card two years ago.

 

[kama_s]

Date: 8/24/2009 10:29:04 PM
Author: Laila619
Thanks for the replies so far, Kama, D&T, and Lynn! I appreciate it.

Do you think going to the credit card company will do anything? The subscription was paid for with a credit card two years ago.

I doubt it. Reverse charges can only be done for a brief period after the purchase was made. No harm trying though?

 

[Italiahaircolor]

I would call back and ask to speak with a manager, tell whomever you get on the phone that this issue needs to be resolved or you''re going to go to the BBB and file a complaint. Don''t be afraid to throw in scary words like "fraud" and "theft"...because essentially they defrauded you by never sending the money which they essentially stole from you by not issuing a full refund.

I think it''s always important to remember going in that this is a business. They are only there to make money--if you''re no longer a subscriber, they have stopped caring about your satisfaction with their product. If it means having one of their rep''s sit on the phone with you for 10 minutes every so often to soothe you over with empty promises and excuses, they don''t care. They are a company and it only boils down to dollars and cents for them. This is why you need to get real verbal and let it be known you''re not going away quietly, who cares if it''s only $25--it''s still not their money.

Keep on keeping on.

 

[zipzapgirl]

Write a letter stating all of the information, the facts of the matter (account #, subscription period, copy of check issued, dates and people talked to at company, calc of money owed, etc.--be exhaustive). End it with something vague but threatening like "I will be forced to take further action if this situation is not properly resolved in a timely manner" Then mail it registered mail--some way that can be tracked.

I find that this makes people take you seriously because they think you will file a lawsuit and are just gathering the data to do so. Written correspondance gives you a better leg to stand on (instead of "I talked to Robert somebody on this date...") and it makes it clear that you are serious enough to sit down and write a letter--something most people won''t do anymore.

Can''t hurt, might help.

 

[fleur-de-lis]

Write a letter. Since so few people do these days, it will likely be routed to someone with actual authority rather than an hourly-hire phone CSR, and the concern that a tangible paper trail is being started tends to get the even the recalcitrant moving.

 

[Laila619]

I like the idea of writing a letter, but it''s a HUGE magazine and I bet it would just get lost in the bowels of their mailroom or tossed.