Charged twice

Question

Hi all,

I ordered a machine yesterday and splitted it to two cards, but one of them did not go through, so I called my bank today to approve the purchase and called Dell for processing it. At first it seemed like the card still can't go through (which indicates that they tried it again), but after hours of waiting and talking to their representatives, the card finally went through (which probably means that they tried it for the 3rd time). BUT now I am seeing twice of the amount was put on the card that went through for the first time. I am guessing it's because they processed the payment as a whole for two times.

Another issues is that I want to put $1000 on this card, but I am seeing these numbers: $12, $132 $856 (sum up to 1000) and another $12, $132 $856. I called the customer service right away, they said they will only charge it once it's shipped. NOW my questions are:

1. The order contains a customized product, which is estimated to be shipped in mid Dec. Does that mean I need to wait until then to make sure you DELL only charges $1000 on that card??????? It's ridiculous!!!! The second $1000 dollars is actually blocking my credit line. I cannot wait until then.

2. The representative says that from his end, he only sees $1000 was charged on that card. BUT WHY is the second one pending in my account???? Also, he does not believe at all that it comes at 12, 132, 856, can someone explain this as well?

cyliao1995 · Answer

I called both DELL and my bank today for the second time, explained to both of them that my available credit limit is like 20 dollars, and want to resolve the double charged issue. DELL just don't believe there is an double charge situation. And the bank wants me to wait until the transaction is posted. And here are the updates:

DELL says that they will never double charge their customer for anything, while my bank says it's clearly a double charge.
DELL uses 30 minutes to explaining they will only ask for authorization once while the bank says from the record, DELL clearly asked for two authorizations.
DELL wants me to wait until 12/8, which is the estimated time they ship the product, and the bank says since the two transactions are both pending (same amount), they cannot tell which one is the "real" one, so the only thing I can do is to wait.

Seems like I will have to live my life with 20 dollars of available credit line for two weeks. GREAT JOB, DELL.

DELL-Cares · Answer

Hi,   I hope you were able to contact the commercial team on the number provided as I'm unable to do much in this case.   -Susanna

Customer Care

Charged twice

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