04-16-2013 08:21 AM
Well, here we go again, I have been double charged for an ebook! This is the second time this month that this has happened. I don't understand the problem with them charging two of my gift cards the same amount for one book.
My confidence is shattered and I don't know what to do about all of this. I just don't understand when/why this began happening, but I have been carefully watching by balance since the last debacle. I purchased an ebook for $5.99 and with taxes that brought the purchase to $6.48. However, that amount was taken out of abc and xyz gift cards.
I've sent an email to B&N, so we'll see what happens, again. I've asked them how we can resolve this issue,so wish me luck. I guess I'll have to strictly purchase my ebooks from another source, which I'd rather not, by the way, but this is ridiculous to have to go through this wih B&N.
04-16-2013 08:50 AM
do you know, if by chance, the two gift cards were purchased at the same time? The confusion may be that B&N is seeing the two cards as linked in some fashion.
04-17-2013 04:42 AM
Why are both gift cards even registered to your account at the same time? Why not use just one at a time. When one runs out of funds, apply the other. You wouldn't be having problems like this then, right?
04-17-2013 06:32 AM
04-17-2013 12:45 PM
04-17-2013 12:51 PM - edited 04-17-2013 01:02 PM
Its not just having two gift cards that is a problem. I had one gift card - a purchase on it got stuck in "processing". It had plenty of remaining balance on it and several other books subsequently got charged to the gift card. However, even though the additional books counted against the balance of the gift card, when the transactions went to be completed the processing transaction apparently meant that the other transactions did not complete properly and then defaulted to being charged against my credit card. The charge against the gift card did not release when this happened so the gift card showed zero balance and was deleted from my gift card list.
I spotted the problem when I saw the charges on my credit card bill, knew the card should have covered them and went back to check the balance on the gift card which was not there. I then had to back track through all of the orders and found that books charged to the credit card showed as having been charged to the gift card. Three long (more than 30 minutes, lots of time on hold) calls to CS and they finally credited my credit card back because they could not restore the funds to the gift card....
Unfortunately I now have several books that seem to be stuck "processing" (from Feb in one case) and have to stay vigilant that I dont lose balance on my gift cards and get charged on my credit card (I have gift cards to prevent this since I hate dealing with lots of small charges on my credit card). I have stopped buying any new books from B&N till this all clears up so I can spot the bogus charges....
04-22-2013 10:28 PM
04-23-2013 11:28 AM
Hypatia1, I don't seem to have that problem, yet, but none of my overcharges have been resolved. I've written numerous times and haven't gotten any results. At least two of the email responses have promised to have the amount I was double charged on my cards in a week's time, but alas they still aren't credited.
Honestly, I don't know what to do. I haven't stopped at a brick and mortar, but I think I will soon. I don't know how they are going to retain customers this way. They are actually taking money from my gift cards and aren't in a hurry to put it back!
04-23-2013 07:39 PM
I have posted on the nook community board to see if anyone knows what to do after repeated customer service fails. I just spent 90 minutes "chatting" online to be told I need to call 1-800-the-book because all the chat digital support person could do was delete the books so I could buy them again to get access so I'd be back were I started having paid double for some books.....
I dont know if Barnes and Noble doesnt care if they lose me as a customer or if they are actively trying to get rid of me as a customer. It is possible they think the large number of purchases I have made and the fact I have four nook models means I am so loyal to B&N that they can do what they want to me without my ceasing to be a purchaser.... I have decided that I'd rather read than waste more time and come away feeling like dirt from my B&N CS interactions... I will read the books I have, use up my last remaining gift card and put the time I was spending on hold and repeated explanations into learning how to use calibre and other r-reader apps.....
04-23-2013 09:51 PM - edited 04-23-2013 09:55 PM
04-24-2013 07:12 AM