Authorization hold on Dell cancelled order, preventing valid card use

Question

Hello all. Order #1: My VM laptop failed while I was working on a project. So, I ordered a dell outlet laptop and decided to split the payment between two cards, one debit and the other a CC. Fraud protection flagged the debit card charge and once I approved the charge, I believed everything would be ok to resubmit the order. Wrong! The order was cancelled and the authorization hold on my CC has been there for three days. However, the debit card charge was released immediately. So, I called support to request a release of the CC charge and was told that the charge would be released 24-48 hours, I was instructed to submit another order. Order #2: I placed another laptop order the next day using my valid CC and within 20 minutes, it was cancelled. I called support to find out what happened and was told that there was a processing error and to resubmit another order. Ok, no mention of verification problems, so I'll order again. Order #3: I waited until the following day to submit another laptop order using my valid CC. And lo and behold, it was cancelled within 15 minutes. I contacted support and this time the Rep. stated that there was a problem with my bank. Ok, I reached out to the bank and thankfully the bank Rep. didn't find and problems outside of the authorization hold that was still there from the first original order. The bank Rep. also stated that the orders were coming through, but were being reversed by Dell immediately following the charge. So I called Dell support again and was told to submit another order because they can confirm that the orders are being cancelled by the verification system and they regret the inconvenience. I tried to reach the verification dept. but after being bounced around by four Dell Rep's and two hours effort, I just gave up. Order #4: I waited again until the next day to place another order per the Dell Rep's instruction and after I received email confirmations, I decided to check my account again only to see my most recent order was cancelled again. BTW, the original Authorization hold on the first order is still on my CC. Again I contacted support who stated that I would have to dispute the charge and if the bank wouldn't do it, then dell would dispute the charge. I thought the Rep was having a laugh, but she was serious. This is just a brief summary of the circles Dell Customer Support have put me through without offering any real resolution or solution to the problem. It would seem that the authorization hold is causing further use of a valid CC (My humble opinion). And none of the Customer Service Rep.'s are familiar enough with the system to confirm my thoughts. If I was told after order #1 that the authorization hold was still active and no further attempts to purchase would succeed, I would have stopped the order cancellation loop immediately. Instead, I was encouraged to continue the ordering process. I needed another VM system urgently to complete a project because my system failed, and I really regret turning to Dell to solve a simple problem (sell me another laptop). A friend loaned me a computer with the specs to complete the project, but the whole ordeal with Dell has left a real sour after effect. The dell authorization hold is still on my card which caused me to file a dispute with my bank to have it removed. And the moral of the story - I won't be submitting any more orders with Dell because when you really need help, you won't get it. (What a nightmare of an experience) And I still do not know officially from dell, what is occurring on their systems that would prevent a valid, legitimate CC from being charged.

kenjhim · Answer

I'm having the same issue. Worst customer service. That's why Apple is beating you in your own game. Fix your customer service!

Scaramanga_X · Answer

Unbelievable goat rodeo today because I split payment on a single unit fast ship laptop between my Dell account and a credit card.  Three phone calls now and India still can’t figure it out.

DELL-Cares · Answer

Hi, I've not heard from you on the reported issue. Do share the order number along with the registered name used via PM. I'll check & see what best can be done.   -Anita

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