Getting charged twice for purchases

Status: Open
I have been getting charged twice for my ebook purchases. I keep giftcards on file formy ebook purchases, and lately, my charge shows up being applied to one card, but the exact same amount is being deducted from a second card. Every time I speak or chat with customer service, I get a runaround and NO answers, help, or solutions! I cannot afford to pay double for my purchases and every time I try to get this resolved, I spend HOURS without any resolution or satisfaction. I refuse to spend any more money until I know the problem has been fixed.
Categories: Books, Software
by Shever on ‎04-02-2013 01:04 PM

I too do the exact same thing with keeping gift cards on file for this reason and have been double charged over the last 5 purchases!! I just realized that a couple weeks ago. I am consistently getting vague answers and wait 12-72 hours. I have emailed, live chats and phone conversations concerncing this issue and have not had any satisfactory answer! I am sick of paying double and can't afford this either.

How can this keep going on?? This is a huge problem!!

by Administrator BN_AlexG on ‎04-02-2013 04:15 PM

Shever & Steve2 can you both PM with details, I'd love to help if possible.


- Alex

by Steve2 on ‎04-03-2013 10:11 AM

@ BN_AlexG,
My balances have finally been corrected.  Once the correct balance was put on my gift cards, I purchased a book (a sequel to my current read) and was overcharged (.88 cents), however, it was corrected (without my having to contact customer support) within 3 days. 

*Basically, whatever amount was charged to the 1st card on file, was also deducted from the 2nd card on file; the balance left on the 1st was 88 cents, so it charged the remainder of the purchase price from the 2nd, plus the additional 88 cents.  I hope I am explaining this so it is understandable.  My original complaint was about double charging since the 1st card balance had enough for the full purchase price, so the 2nd card was ALSO deducted the full price.*

I do have other books I want to purchase...but I am hesitant to do so until I KNOW the overcharging issue has been corrected.  I have asked (via emails) to be informed when the issues have been resolved, but have my doubts as to whether I will actually be contacted.  I just received a response (yesterday)  by customer support, to an email I sent SEVEN days, who knows?

Do YOU have any info or know if they have fixed the problem?
Anyway...thanks for the offer to help.  You said to "PM" you with details...but I can't figure out how to do this. (I am a bit of a "tech idiot").

by Shever on ‎04-05-2013 02:28 PM

I was refunded as well, thank goodness. But of course I purchased to books from their sale today and the first purchase went great the the 2nd I purchased at 50% off with the price being $3.49 and was charged $8.49. Hello, that's even more than the original price....UGH!!!!

I spend more time with customer service than actually using my nook!!

Can't even begin to say how very very angry I am right now!!!

Every time I purchase there is always a problem!!!

Going to check out Kindles this weekend I think, I heard the books are a little more expensive but at least I know how much I am paying for when I purchase

by katnissCK on ‎04-07-2013 10:11 AM

Getting charged twice!


I also have been getting charged twice for my purchases. I have two gift cards on my account and they take the charge out of each one. I called the corporate office and talked to a man that handles that sort of thing.  His name is Rich and is number is 201-559-6247. I tried customer service numerous times with no help. This man helped twice and I also got a 25 gift card for my problems. It has happened again and I left a message on his voicemail that I need money refunded again and it they can't fix the problem I will go above him until it is fixed. If everyone starts to complain to him maybe they will fix the problem.

by Shever on ‎04-07-2013 11:26 AM

Thanks so much for the info, I will be using that number. This problem is really getting old!! I think I spend more time with customer service than actually using my Nook and that's just sad

by Shever on ‎04-07-2013 11:29 AM

Btw...I was actually charged more than double for my last purchase. The book was $3.49 and was charged $8.48...UGH and this has been going on for a month now

by hooked2nook21 on ‎05-06-2013 03:34 PM

I have had the same problem of double charging on my account's gift cards each of my last three purchases from Nook Shop (3 that I caught anyway!)  Each time I called customer service they apologized and promised to send in requests to have my 2nd charge refunded to my gift card, but they never had a good explanation for why it was happening.  My online chat representative once called it an "authorization charge", which makes no sense - it's a gift card transaction, not a credit card one!  So far, my money has been refunded each time within a week, but we shouldn't have to police our gift cards like this!  The money we paid for the card should be available to use at any time!  I am hesitant to make future purchases because of this glitch that doesn't seem to be getting fixed!

by 2noelle on ‎05-07-2013 06:41 AM

I am so glad to see that I'm not the only person who has had problems with gift cards being charged for the same purchase twice.  This is very frustrating and I, too, don't understand why it's happening.


I have resolved all my gift card isssues with B&N that began, in April , when I noticed that I was being double charged for purchases.  I went through so much to get it done, phone call, chats, emails, and emails ad nauseum!  Suffice to say, I haven't purchased anything but free books from B&N and I'm constantly monitoring my gift card balance.  I won't purchase, anything that cost money, until I hear that the problem has been fixed and that I will be charged only once for the purchases that I make.  Like someone else on this forum stated, "preauthorizations"  are ridiculous for gift cards, who has ever heard of such a thing?!  Not to mention that everyone who purchase anything online at B&N has to have a valid credit card on file, to be used when you don't have enough money to cover your purchases, from a gift card.


I'm a huge fan of B&N and I wish them well, but they are really messing up with their customers.  The recent update to Nook HD/+ is awesome, but the only problem is I don't feel comfortable purchasing anything.  Is B&N doing so well they don't need us to purchase anything?

Welcome to the NOOK Issue Reporting exchange. Post your issue and come back later to check its status, as well as commentary from myself and BN developers. - Alex
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