I received a call from PC One Club on my cell phone 407-797-1198 or 407-575-6987 on 08/24/05, the telemarketers name was Mr. Rob and he represented PC One Club, they where offering a $5000.00 credit card, but for me to apply they would need for us to give them $349.00 for that special offer. We made a conference call between the telemarketer and my husband, he approved and my order number is 157541 and PC One Club removed the balance from my checking account on 09/06/05 but the transaction was completed on 09/08/05 they told me that I needed to wait 21 days after they deducted the $349.00 from my bank account for them to ship the package.
The first 21 days passed after 09/08/05 and the package never arrived, I called customer service at 1-866-282-8618 and verify my address and this one was correct and they said that they will ship another package, this one never arrived. I called customer service again and told them that I never received the 1st or the 2nd package, they verified again my address they knew it was correct and they sent me another package and told me that I needed to wait 21 more days, they also told me that, the package that I was going to receive had different banks that were offering the $5000.00 credit limit - credit card that when I receive it I should decide which one I liked and apply for their credit card but this one wouldn't be for $5000.00 - now they told me that could be for that amount, "up to $5000.00 but could be less than that".
I verify my address it was correct and they "shipped" another package, this one was the 3rd. They told me to wait 21 more days, but before that time was up I called again on 10/21/05 to report that I didn't receive the 1st, 2nd or the 3rd package yet at that time I was upset and decide to cancel the service, they didn't want to cancel at first because I didn't have the package and in order for them to cancel that order they needed the package, I told them that I never received it and on 10/21/05 a customer service representative discuss my issue with a supervisor and this one approved that I cancel my order even though that the package was never received by me.
The representative told me that to receive the refund of my $349.00 I needed to wait for 30 business days to receive a check over the mail and this one would be on my house around 12/02/05 I waited the 30 business days and on 12/02/05 the check didn't arrive and I called again to customer service that same day the representative told me to wait until 12/07/05 because the check may be delayed for the holidays in November and I did that. On that same day I checked my mail box and the check wasn't there, so I called again that same day and they told me that they "were having delays on their check deliveries", after they reported that, I asked if they could send me the package again so I can request the credit card, and they said that "this was impossible because I already cancel my order, that I should wait for my refund", they told me that the response from PC One Club was delayed, because they only work for them as Customer Service Representatives, but they don't represent the company, they are subcontracted by PC One Club to take care of their customers over the phone.
I request to speak to a supervisor or a manager and they told me that "they don't transfer calls to management because they don't take calls", and that "I should wait for a response from them", that "they request an investigation and that this was forwarded to a Manager and they decide if they refund the money", and in my case they where having a delay, they told me that I needed to call in a weekly basis.
I started calling every week and there was no update from my refund, I kept having the same excuses "I'm sorry, there is no update", "We don't represent PC One Club and they haven't answered yet our investigation request", "You will need to call us back in a week to see if we have an update on your request", "I will resubmit your refund request", "please call us back in a week" and so on
I decide to call my bank - Wachovia on 12/27/05 to see if they could do something for me and request a charge back for the $349.00, they told me that they "couldn't do nothing because I approved the withdrawal and 60 days already passed from the transaction date on 09/08/05".
I decide to investigate this company and I couldn't find nothing of it no where, I went online and called them and request info of them and they only told me that they can give me their mailing address to send them a complaint if I wanted back my refund - PC One Club 1320 Route 9 Champlain, NY 12919.
I filed a complaint online confirmation number 2106998 with the Better Business Bureau (BBB) on 12/27/05 complaint number 57021337 and on 12/28/05 I received and email from John Kaiser from BBB Upstate NY that he was following up my case, he told me that this could take up to 30 business days or 6 weeks for their investigation to start, he told me that "During the complaint process the company may try to contact you personally to clarify information or try to resolve the complaint. We encourage you to be open to their correspondence or attempts to resolve the claim. We ask that you advise us in writing if your claim is settled directly with the company." that they will try to contact them in my behalf to see the status of my complaint and if in 30 business days, I didn't have a response, and on a second email Mr. Kaiser advise me that "I could pursuit them legally".
Nothing happened, and on 01/31/06 a month later a reply an email message sent to me on 12/27/05 to this email address from the BBB representative John Kaiser, that same day he answered my email and told me that I should contact Phone Busters in Canada at 1-888-495-8501 they work targeting fraud made in Canada. He informed me that sometimes this companies say that they are in the US but they are located in Canada "Many companies claiming to be located in Champlain New York are only using that address as a mail drop, and are actually working out of Canada. You could walk to Canada in about 5 minutes from there. Since the company did not respond, and since we have no legal powers, we can't pursue it further, but the attorney general might have some authority there."
On 02/07/06 I called Phone Busters and Kent filed a claim for me number #379371 and he told me to call the Federal Trade Commission (FTC) at 1-877-382-4357 to inform them of this issue that I was having because I wasn't the first person that was reporting problems with PC One Club. And I did, that same day I called to FTC and they filed another claim, I spoke to Lisette and my claim number is #7622879, when I finished she told me that I should call Florida Consumer Services on Miami at 305-375-4222, I called them but they just told me that I need to contact NY state Attorney General to let them know what was happening, I got frustrated because if you notice I've been calling many places with no response yet, and I decide to let the time go by and today 03/14/06 almost a month and a half ago I haven't received notice of any company that I reported this issue in the past couple of months nothing at all.
Today 03/14/06 I called again to PC One Club, now PC1 Credit and they told me as usual that "there is no update on my case", that they "will resubmit my request for a refund" and that I "should call in a week to receive an update of the request" as they always tell me to do and I never receive an answer Sincerely, I don't know what else to do, what agency to call, nothing I just want my money back
I just want my refund of $349.00. I don't know what else to do, I called my bank but they said I allowed them to take the money, I've done everything in my power to request them to refund my money, but they just give me excuses and want me to wait for them. I really want this issue resolved and for them to give a better customer service because there maybe other people with this horrible customer service experience that they just want something simple to be helped and to receive their money back.
Abigail
Weston, Florida
U.S.A.
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