On 8/4/08 I answered an e-mail advertisement from HSN for a camera. I was trying to change the address on my account with HSN as I had not used my account with them in over a year and I had moved. Because I was having a problem changing my address I called one of the customer service numbers listed on their web site. The operator told me that she would change the address for me but before ordering I would have to get off the HSN web site and come back to it again (to give the system a chance to update).
I did as she instructed and ordered the camera on-line. An initial payment was extracted from my Master Charge Checking Account for $69.94. The delivery of the camera was to take 10 to 12 days. On the 4th day I either went to the web site or I received an e-mail informing me of the delivery. BUT I HAD NOT RECEIVED THE CAMERA (heretofore known as camera #1). I thought it had been stolen from my porch. I called HSN to report that I didn't have the package. After some research I discovered that the customer service operator changed ONLY THE BILLING ADDRESS and not the delivery address.
On 8/9 I still needed the camera for a trip that I was taking and I asked if I could cancel the order and order another camera (= I STILL NEEDED A CAMERA). They said that I could do so, but that I couldn't get the same model of camera because it was sold out. They also said that UPS would follow-up on the report that I had not received the camera. (They neglected to change the address fully on my account but UPS has to follow-up and question as to why I had not received the package?)
The operator applied my initial payment for camera #1 to the purchase of camera # 2. An initial payment was extracted from my Master Charge Checking Account - this time for camera #2. Due to a flex-pay set-up, on 9/9 and 10/9 $45 each time was extracted from my checking account, with the last extraction due 11/9. The total amount charged and extracted for camera #2 IS NOT IN DISPUTE.
On 10/24/08 HSN put a hold on my checking account for $69.94 to pay for camera #1 THE CAMERA I NEVER RECEIVED! Phone calls to both customer service numbers (800 933-2887/284-3900) have lead me to the same manager Linda who states that HSN and HSN.com are separate entities and one is not responsible for the other.
A SENIOR LEADER by the name of Jill (727-872-2500) also returned my call and says that since I ordered the camera (camera #1) for another address I have to pay for it. I DID NOT order a camera for another address and when I was having problems with the HSN web site I called customer service and did as instructed.
I feel that business and cash flow is very tough right now and they are trying to rip me off (and most probably THOUSANDS of other people to keep their coffers full. Jill said that HSN has been in business for 30 years and is not in the business of ripping people off. But I say what they are doing reaching into my checking account for a camera (#1) that I never received is disreputable and fraudulent.
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