Very Discouraged With Customer Service and Billing
There seems to be an issue with HSN in their customer service and billing department. I just got off the phone with a supervisor by the name of Aaron regarding being overcharged in my bank account for payments. I told Aaron that on 05/31 I made two payments. When I looked at my bank account the next day I saw I was being charged more than double for each payment. I also explained that I did call HSN and spoke to one of his colleagues on this issue. However, 0n 06/02 I made a payment and once again I was charged more than double. Aaron told me basically the system charges the full price of an item and then refunds the amount to make the correct price when posted.
I told Aaron this has never happened before. He said that this has always been the process. I told him it can’t be because this has never happened before these last three payments. He basically called me a without saying the word and that I must not have ordered anything at a discount. I told him that my orders have almost always been discounted, clearance and usually, with free shipping.
What I have noticed these overcharges happen when you use a different card other than HSN. My concern is, how will I know what I am actually being charged (funds held when I make a payment)? When I set-up a payment, read and check off that I have reviewed the details above and authorize this charge on the card indicated, I am only authorizing the amount that’s stated which is the payment amount. NOT THE FULL PRICE and extra funds held. It also reads, 1 payment of $____ to your ____ card ending in _____ when you click the pay now button below. (The payment amount is what is being authorized no other funds.) How can this be legal when you are only authorizing the amount of the payment?
Aaron told me I could always call in to make my payment and the customer representative would be able to tell me how much will be held in my bank for the payment. I told Aaron I always make my payments and order on line. He said that was my choice.
On June 01 I did call and speak to a Senior Account Manager who was very nice and pleasant to speak with. I told him the issue regarding the over charge on my two payments paid on 05/31. He could not tell me why but he looked in several programs and saw I was over charged. He was so kind, very kind to take care of it. BEFORE I was able to speak to the Senior Account Manager, however, I told my situation to a customer representative who couldn’t help me so she transferred me to a supervisor. The supervisor told me it was my banks fault and I had to contact my bank. So I did. The bank representative told me it was not them, the bank, holding the funds it was HSN and it was illegal for the bank to hold funds more than submitted to the bank and I had to call HSN back. So I called HSN back and that’s when I was transferred to the very nice gentleman, the Senior Account Manager.
Then there was Aaron, a supervisor who I spoke to today June 06. I even told him I would like to speak to someone higher than him and he told me there is no one he can transfer me to, which is bull. He was rude, short and not pleasant at all. I told him I was fed up with HSN. He told me I was being recorded and I said that’s good. I am getting fed up with HSN and I have spent $1,000s of dollars with HSN and treated in such a rude manner was uncalled for.
I have purchased numerous items from HSN over the years. Many big items. I ordered numerous items which I sent to my Grandson who is in the Air Force stationed overseas to help him get started. Christmas gifts for family, so many many many items and NEVER NEVER have I missed a payment and many times paid ahead so I can order more. All I wanted to know was why, why I am now getting overcharged for payments when I never was overcharged before. And how will I know how much the overcharge will be so I don’t go over in my bank account.
Again, Aaron basically called me a without really saying the word. I will say it again, I have NEVER NEVER HAD EXTRA FUNDS HELD FOR PAYMENTS MADE BEFORE THESE LAST THREE PAYMENTS. And how do I know for a fact? I always keep a check register and list purchases, payments, etc and do a check and balance with my bank register and HSN register. Need I say more?
I agree. Been 10 days for my pkg hsn didn’t care at all
Sorry Krissy I was editing while you were responding. I apologize.
@blestgr8ly – You’re welcome 🙂 We have many different types of promotions such as Buy More & Save, our Order Value Promotions, Bonus Buys, and Coupons (just to name a few). Since those types of promotions are rolling promos, meaning they roll from one order to the next, we authorize the higher amount and when the payment processes through our system, it settles on the amount that was quoted as you placed the order.
While the transition between authorization and the charge is supposed to be seamless, we understand that at times it may cause some concern.
I certainly appreciate you reaching out to us and your feedback and can assure you that I have forwarded them on.
Thank you Krissy for responding back. Please explain your term of a promotion? Is it a sales price, clearance price, discount code, coupon of the day, etc? As a consumer, customer do we have to be concerned each time we make a flex pay payment, is it going to be more than the payment requested? You stated in your response, that since the promotion was applied to the order, it caused the authorizations for both the ORIGINAL CHARGE along with the FUTURE FlexPays to be a little higher than anticipated.
Your response still does not explain why the higher charge when I only authorize the payment amount. How will I know each time if a higher charge will or will not be applied for every payment and how much? I have a couple of items with big payments. Will I have to worry each time I make a payment not knowing how much will be held during the authorization process? I am not concerned with when it will disappear, I am concerned if and how much is held before the payment is processed. It’s not fair to your customers when in good faith we purchased at a particular price and flex pay options only to have more held in the meantime during a process of payment. We have other bills to pay besides HSN and if paying several payments at a time this can take a chunk out of a bank account, especially an unknown amount.
Please HSN take your customers in consideration when they have the faith and integrity making their payments as promised and agreed upon in terms of the agreement when an item is ordered. We have to live on budgets too. And until this is explained better and in the checkout process I will not be ordering from HSN again. Thank you for your assistance in this matter.
@blestgr8ly – I’m so sorry to hear of your experience with us recently and how your FlexPays have had a higher authorization. I appreciate your feedback regarding your experience with the supervisor and have forwarded it on.
I took a look into your order in question and see that there was a promotion that was applied to the order. Since the promotion was applied to the order, it caused the authorizations for both the original charge along with the future FlexPays to be a little higher than anticipated. Though these authorizations are a little higher, it is not indicative of the actual charge that will be applied to your account. I can assure you that these higher amounts are just authorizations and will disappear from your account once the payment processes fully through your bank.
Posted in Customer Service
06.08.17 12:44 PM