I was robbed

In August of 2020, I ordered a Proform Treadmill and was sent an elliptical instead. I didn’t open it and called them right away. They said not to worry, the would send me a printable pre-paid label to my email wishing 5-7 business days so I could schedule a return pickup. At this time I let them know I had changed my phone number as well.

Weeks go by and I call twice and email to see where the return label was and each time they have to process like it’s a new call. I tell them my phone number has changed and they say they record this but don’t. I now tell them my address has changed too, which they don’t seem too concerned about. Over email they say they can’t help me and to call and talk to a supervisor. This did not help either but they finally sent me the original item.

In October, I get a notice saying they will charge me if so don’t call in or send the product back. I call in and say it’s not open and I don’t want it and ask for assistance. They never schedule the return with me and I get charged the first installment.

As luck would have it, I had to go back to my original phone number that had been reserved for future use as a work number for my business. I have a couple voicemails from a company attempting to pickup a treadmill from my old address. I call them to schedule but they can’t because I have a new address. The company is impossible to deal with so I call HSN one more time and this time they use another company with a different name to schedule pickup… but at the wrong address. I have to wait for authorization from them, call again, and the item finally gets picked up!

The refund never comes and they have no tracking information at HSN when I call. Now it’s December and I’ve already talked to a supervisor mid-November and they had said I would have a refund within 10-20 business days. I had to call because because no refund was received and after arguing with a curt customer service representative, I was able to figure out that the return was not recorded on the original order. When they did more research they found it was returned and that they had refunded me to my card. I told them that there was no return on that account and that my card number was different because I was a victim of fraud. They said that there is nothing they can do and that on their side the money was refunded.

At this point, the bank showed no pending charges nor not would they be able to approve it because the return request was no where to be found. I contacted my Chank bank regarding my Visa card and what had happened and they helped me with a claim. However, after less than 48 hours, Chase bank said it was authorized and will not give me my money back. Probably because they called in and (like me) was told that the product was never returned. I’m calling Chase again today and then my lawyer.

I have never received a refund for an item I do not have in my possession. I am going to file my third claim with Chase but have no idea what to do. I believe I was robbed by the Home Shopping Network and am looking into recourse with the FTC and BBB and legal council.