Toys R Us Online Shopping
I am writing today looking for direction on how to move forward with a complaint against Toys R Us and what rights I have as a consumer.
On 11/28/07 I made an online purchase at ToysRUs.com. The transaction was sent to my debit card bank and the funds were placed on hold. On 12/5/07 a second transaction was sent to my debit card bank placing the funds in a second pending transaction state. According to my bank statement there were two separate transactions in which funds were being sent twice to Toys R Us for one purchase.
I called to inquire about the duplicate charges to my card and was given the following responses
First I was told that at the time of my purchase the authorization department sends a authorization request. This places the funds on hold with my bank. Once the item ships, it sends a actual purchase transaction. The authorization hold is then released once the bank sends the money to Toys R Us. According to the service rep this is usually a seamless transaction with credit cards because the authorization is usually released within 24 hours. I was asked to please be patient and I would see the authorization hold released and the funds would then be available in my account. When I asked to speak with a supervisor I was advised there was no one else available and the authorization department will not speak with Commerce Bank customers. Again I was asked to please be patient and allow at least 24 hours for the release of my funds.
My question is this, what is the consumers right in this kind of situation? Within 24 hours the hold was released and the money was available in my account. The funny thing is the initial transaction dated 11/28/07 disappeared from my bank statement. For my own protection, I kept copies showing both transactions. For 24 hours Toys R Us had a hold placed on my account preventing me to access my own cash and also brought my balance below the minimum required balance. The second hold opened the door to other potentially problematic issues aside from the fact I was refused access to my money. While Toys R Us was truly only paid once per the authorized purchase, this situation caused me to be terribly upset. I spent a significant amount of time on my cell phone, which used peak minutes, calling Toys R Us as well as Commerce Bank attempting to resolve the issue.
What can I do about this and to who can I turn to?
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