My complaint:
The follow are emails in reverse order from January to september between me and parcelcompare- after they took an additional amount of money from my account 2 months after I purchased a parcel delivery through their website in July.
Please read below my emails:
Hi, I’m now getting threatening emails from your company almost 4 months later for yet more additional charges eventhough additional charges were already taken from my account without my permission.
Please open a complaints procedure and detail events that have happened with clear responses since July and up until january. I will be reporting this company and geting advice for my consumer rights as now I feel harrassed.
From: ParcelCompare
Date: 14/09/2023 09:19 (GMT00:00)
To: Alzira
Subject: Money has been taken out of my account but I don’t know what for?
14 Sept 2023, 09:19 BST
Dear Alzira,
Thank you for your email.
I understand you are enquiring about the reason for the return of your parcel along with the return charges.
For all parcels being exported to Germany via DPD classic, the receiver must first agree to give the ‘Power Of Attorney’ to clear the parcel for them. If the receiver rejects or ignores the message, then no duties or tax notification will be sent. It seems there was no authorization given by your receiver due to which your parcel has been sent back from customs.
Please accept my sincere apologies for the inconvenience caused to you.
If I can be of any further assistance, please don’t hesitate to contact me.
Kind regards
Joseph Moore
ParcelCompare Returns Team
Alzira
13 Sept 2023, 17:12 BST
I don’t understand why this is happening.
Klarstein, the company I returned this item to , took over 2 months to refund my money. I had to use paypal to get my refund and I had to pay the shipping costs out of my own pocket, which was expensive, 25% of the item’s value.
Now an additional over £10 has been taken without my permission, straight from my bank account, a month later.
Whatever happened between DHL and Klarstein Chal-tec isn’t my fault or involves me. Parcelcompare just used my bank account details to take my money. There was not a single explanation.
——– Original message ——–
From: ParcelCompare
Date: 13/09/2023 16:58 (GMT00:00)
To: Alzira
Subject: Money has been taken out of my account but I don’t know what for?
13 Sept 2023, 16:58 BST
Dear Alzira,
Thank you for your email and I’m really sorry for the inconvenience caused to you.
I have raised a query with the carrier to the exact reason for the return of this parcel and I’ll get back to you as soon as I have an update on this.
Please bear with me.
Your patience and understanding are highly appreciated.
If I can be of any further assistance in the meantime, please don’t hesitate to contact me.
Kind regards
Joseph Moore
ParcelCompare Returns Team
Alzira
13 Sept 2023, 16:53 BST
I want to appeal against that. It is not my problem.
I paid for a service. The service was to deliver an item abroad. ONE delivery. ONCE , from my house to an address of a company Klarstein in Germany. What happens after that is nothing to do with me. If Klarstein refused to pay for something they wanted to send back, that’s on them.
I want ALL paperwork to explain in full detail explicitly why anyone would get an unauthorised transaction after the paid service of one delivery was made and completed. Terms and conditions agreed for ONE SERVICE, NOT TWO. There was no ‘additional’ service charge owed by me, I did NOT purchase a return service.
Sent from my Galaxy
——– Original message ——–
From: ParcelCompare
Date: 13/09/2023 12:30 (GMT00:00)
To: Alzira
Subject: Money has been taken out of my account but I don’t know what for?
13 Sept 2023, 12:30 BST
Dear Alzira,
Thank you for your email.
The tracking record shows that this shipment was returned to the sender.
Unfortunately, all the returns are chargeable and the carrier charges us for return so we have no choice to pass on the cost to our customer.
You have accepted our TC’s during the booking process which states if additional payment is due, we will take it from your original payment method.
Please find a print screen enclosed in the below link.
Please accept my sincere apologies for the inconvenience caused to you.
If I can be of any further assistance, please don’t hesitate to contact me.
Kind regards
Joseph Moore
ParcelCompare Returns Team
Attachment(s)
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Alzira
13 Sept 2023, 10:26 BST
Unauthorised Money has been taken from my account from this company. Why has this company stolen my money?
I returned a faulty item back to klarstein , a company. I paid postage out of my own pocket.
I got my refund money. Why is this company stealing my money?
Suggested solution:
By not demanding money from me 4 months later when it was already taken from my bank account without my permission
