I ordered several items at a 20% discount from Improvements Catalog (affiliated with HSN). I received an e-mail confirmation on 7/26/07 showing the correct charges.
On 7/29 I received an alert from the bank that the account was overdrawn. I spoke with a representative of Improvements Catalog immediately and was told that a recent change of billing company had caused the problem, a credit would be issued, and should show up on my account in 3-4 days.
On 8/3, the credit had not been received and my bank had added a $35 overdraft fee; so I once again called customer service. I was told that: the credit had been requested, the matter would be investigated, a supervisor would call me, my phone number was verified.
On 8/6, I called customer service and requested a supervisor. Alisa Cowen confirmed that a credit was to be issued, but told me the credit was waiting on the completion of shipment. [I should have been informed earlier so that I could cancel the item that was delaying the credit.] I was assured that the credit would be "forced through", the bank would be contacted to remove the overdraft charge and any other fees that had been assessed, I would be called to confirm when the matter had been solved, my phone number was once again verified. Shortly thereafter I sent an e-mail follow-up. That evening I received a very pleasant reply from Terri Dessauer apologizing for the overcharge, additional time required, and assuring me that the issue was flagged as 'Top Priority.'
During my last conversation on 8/8 with 'supervisor of supervisors' Denise, I advised that the billing for the backordered item would cause an additional overdraft charge. I was told that I was 'just out of luck for any overdraft or subsequent charges caused by their incorrect billing; that they were not responsible for maintaining my checkbook.'
The bank has at last received the 20% discount credit for those items that were shipped, but I have $70 in overdraft fees.
Now why did Improvements Catalog think they needed to have a different billing service to take over their customer service?!? I never had a problem with them before when they were using their 'outdated software.'
Yes, I am IRATE.
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