My company made several purchases from Dell computers a couple of years back, so it had our payment details on its system.
Last year our credit card statement showed a £720 payment to Dell even though we hadn’t ordered anything. Dell says the money was never received at its end and that it knows nothing about it.
After a year of phoning and emailing the firm’s customer support it appears that service exists in name only: Dell’s policy is to grind people down by a complete lack of action and hope they go away.
Do we really live in an age where a company can take £720 and get away with it? BR, London
This is a mystifying case. Dell insists it has no record of any payment even though you’ve sent screenshots of the transaction. Your bank, however, has confirmed that the money did indeed go to Dell.
Unless you have been the victim of fraud – and your bank has found no evidence of this – Dell appears to have thoroughly inadequate accounting systems.
Only after The Observer gets in touch does it agree to refund the money plus £100, and throw in a computer monitor worth £170. Although it still won’t admit liability.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
