I recently purchased a bed and (under bed) drawers for £599 plus £20 delivery as a package from 'rustic roots furniture' It arrived (a few weeks late) and to our disappointment the general workmanship was far below our expectations, and with numerous faults. * Panels not finishing flush, particularity bad and noticeable on the foot board. * Very rough finish to all surfaces. Some panels of noticeably low quality wood. * Drawers panels are split where handles attached. * Inadequate/under sized metal brackets included. * Requires a lot more assembly than anticipated, its left to me to drill all the holes for the side rails etc to construct it. Even ignoring the faults I feel the bed is poorly designed and would need modification to make it fit for purpuse (bigger better brackets etc) I contacted te seller the day it was delivered to ask for a return and refund, unfortunately he did not agree to this. He offered: Take back the bed by a courier of his choosing at a cost of £80 (he only charged £20 delivery) but he refused to take back the drawers. He says they were custom made for us, we never asked for custom drawers, in fact the invoice even states they are "standard" drawers. And obviously a set of under-bed draws that go with this bed would be useless to us. I paid using a debit card, just wondering what options I have left here? Many thanks in advance for any advice.

Slightly complex claim here. I topped up an Egg loan at the beginning of 2007. The total cash amount of the loan was £9331 and the payment protection premium lent was £1730.85 with the total amounts payable at £10668.00 and £1979.04 respectively. I subsequently defaulted on the loan and it was sold to various debt collection companies, ending up most recently with Arrow Global. They stated that the purchase balance of the account was £8193.79, down from the £11061.85 advanced by Egg. Added to the complications, I now live in the USA. Restons for Arrow Global obtained a CCJ by default judgment against me and I applied to have it set aside once I found out about it. I ended up deciding to settle with them and we eventually agreed on £3000.00 in full and final settlement of the account. So I have effectively repaid £5868.06 of the debt, plus whatever interest that I'm unable to calculate. In the meantime, over a year ago I was sent a letter by Canada Square Operations asking me to complete a complaint questionnaire, as I belong to group of customers who MAY have been affected by a PPI policy being mis-sold. I never sent it as at the time I still owed the debt. The letter they sent noted that the debt had be sold on to another company and asked permission to contact them to find out the status of the debt. Since I have now settled the debt I filled out the questionnaire and sent it off. I'm wondering what I can expect given the circumstances surrounding my case. I'm also wondering if they will respond to me at my US address?

Getting married soon and ordered a personalised cake topper. When it came it was not really the same style as the photo example. Specifically, the "Mr" and "Mrs" are not at different levels and the first letter of our surname is not overly large as in the example (see below) The example pictured is as so: The one we got looks like this (click for bigger): [ATTACH=CONFIG]54567[/ATTACH] Emailed the seller the asking if she could make one with the above features, reply was: Thank you for getting in touch, I apologise for the long delay in getting back to you. We are sorry to hear you are unhappy with your order. I have had a look at the photograph you have sent to us, and can see that the way the & has been placed is due to the letters included in your name. Because of the L we are unable to have the exact same design as Mr and Mrs Smith. We are always happy to send a proof before processing an order if this is requested. Unfortunately we are unable to send a replacement free of charge as this item is not faulty or damaged. However we would be happy to include 25% discount on a new order. I replied with: I understand that each design will be different due to the different letters in various surnames and it is unfortunate that ours didn't allow for the usual style to be applied. What really attracted us to your design was that it had multiple levels of words (The "Mr" high up, stylish large "&" followed by a lower level "Mrs". The surname also had a large Capital which balances out/matches the large "&" sign). I'm sure you can understand why we are slightly disappointed with the end result, as it has very few of the advertised example's features. If it is not possible, as you have said, to create a topper with a similar concept to the example using our surname; then can I regretfully request a refund. I don't like to ask, and I am more than happy to cover the original postage costs. She said: Thank you for getting back to me, unfortunately as this item is a personalised item we are unable to offer a refund or exchange. However as a gesture of goodwill I can either refund you 25% of the order or we can offer a 25% discount on a new order with another design. So, It is a personalised item, but it doesn't really match the example. Am I entitled to my money back? or is the 25% off actually more than generous? I'm just interested more than anything, as to whether she's right or not.

Hi Wondering can you claim back cash advance fees from Cap1 i'll tell you what i found on my bills lots of little £3 cash advance fees for gala coral i went through a stage when i was playing a lot of online bingo using my cap1 card not knowing that i would be charged for every single time i made a deposit before gala were took over by coral payments on my cap1 card shown up as aquapay and there was no fee at the time coral took over i had a bit of a bingo bug and well cap1 must be thinking happy days because they made about £400 in cash advance fees from me just wondered if anyone knew if i could try to claim them back, surely cap1 should have told me about the charges anyway i honestly thought i was buying online tickets, not going to the cash point any help would be great help Jay

Does anyone know when they update the system for the qualifying years. noticed my online statment last year was updated sep 3rd last year but has not been updated this year yet. was sanction by jcp but was overturned on appeal late last year so stamp should still have been credited for the four weeks

In my usual weekly online order from asda, I ordered their cheapest vodka. When the order arrived there was no vodka and when I telephoned the store to ask why no substitute had been offered, I was informed that under new government guidelines, they are unable to substitute more expensive alcohol. I contacted Tesco and asked if this was the case with them too and they told me that they hadn't heard anything about this, and they would have substituted. I'm still waiting for a phone call from Asda to quote the legislation on this as I can't find it anywhere and surely, if it's EU law, as was suggested, all the online supermarkets would be aware? I've been given a number to call, 0800 9526060, by Beth on Twitter to discuss this, but I suspect that this is the SA call centre who knew nothing about it when I spoke to them yesterday. I'm still waiting for them to get back to me and I have always had good service from them in the past but, if this is true, I'm considering changing to Tesco. Has anyone else heard of this?

Hi All Have a question ( hope I am posting in the correct forum) A friend of mine lost some money on an online gambling site (Jackpotjoy) and he wants to claim that back through the bank because he feels that the site misquoted the winning odds and he didn't win a single game. Is it possible to claim the money back through the bank since he essentially missold a product? or am I wrong here? Any advice will be helpful.

Hello i purchased a tumble dryer from Appliances Online. Tumble Dryer arrived in June and 6 weeks later it developed a problem where it was cutting out and tripping the electrics. Appliances Online sent out an engineer 1 week later. The engineer arrived and said that there was lint stuck in the hose at the rear of the machine and the appliance should be fine. However that same night the appliance was cutting out and tripping the electrics again the appliance was very hot to touch on the outside. I had called Appliances Online who suggested it was the manufacturer. 1 minute they tell you its the manufacturer who will sort out the issue then when you mention about the SOGA they tell you its there terms and conditions. Appliances online state that an engineer has visited your property and found no fault so they are unwilling to help. I paid for the item and have had 6 weeks use out of it and for 2 weeks now i have been unable to use this appliance. My experience with there customer service is the worst i have ever experienced. They put you on hold for up to 20 minutes at a times, Never let you speak to a manager instead saying only they will deal with you or a manager will return your call but never do. They claim the SOGA is a grey area and they know better as they have been doing customer service for years and they know best. Can anyone give me advice any help would be grateful

Morning fellow CAGers, I pay my CT online every month & as I paid it today, a new message has appeared on my LA website regarding EA & their fees; Enforcement agent (bailiff) debts You must not make a payment to the council if you have a debt with an enforcement agent. You must pay the agent directly. If you make a payment on this website you will be responsible for any additional costs that are raised by the agent, and action will continue against you. Which can be seen here; https://pay.thurrock.gov.uk/payments/sales/SelectSaleForm.aspx

Consumer Action Group received the following email from someone who renewed his tax disc online.. Please do be vigilant when using these "Look alike sites" Check that you have typed in the correct webpage and look for any sneaky sign that you will be charged. [ATTACH=CONFIG]51733[/ATTACH] We have previously highlighted similar issues with Look alike Passport and Driving Licence renewal websites

Hi guys!! last night, I did shopping from a fake MK website, the website was so realistic that i caught by the big discounts they were offering. I made a payment for 53 pounds by my visa debit card, but i did not receive any email for the confirmation, post that i checked my account but it was not deducted from my account. Today, i called LLYODS bank and checked the status of the transaction, according to them the money is out of my account but it is not been accepted by the fake company so the money is in middle somewhere. When i asked the bank to take the action, they said till the time company does not accept the payment we can not do anything as they dont have any details, post that we can try to ask for refund. My question is in this case is there is any possibility for me to claim the money back. Bank said let us know as soon as your statement shows its deducted. Kindly suggest

Hi all, I'm looking for some advice regarding a 'used' printer I bought recently from a major online retailer. There were a number of printers of the same model advertised with separate 'add to basket' buttons. Icons next to each printer indicated which were fully functional and came with all accessories, software, manuals etc. Text description for some of the printers stated that no ink cartridges were supplied, others stated 'Customer return - item has been opened but is in excellent condition'. I purchased one of the printers whose icons indicated it was fully functional with all accessories etc, the text didn't state that no ink cartridges were included (printers 'new' come with ink cartridges and I inferred that as some printers were advertised as without cartridges that the one I selected would come with cartridges). Imagine my dismay when the printer arrived without ink!! I emailed them on the same day I received the printer to arrange for an RMA stating there were no ink cartridges and the printer was no longer wanted. They have issued an RMA but now want to charge me return postage costs under DSR (they state it is as goods were unwanted) however I have disputed this as I believe they should accept the printer back under DSR (not as described) an SOGA (not functional). I called them and they have stated that nowhere in the description or specifications do they advertise the printer as coming with ink (the manufacturer's website states ink is included in new product). Any suggestions as to my next step(s) or am I being unreasonable?

Hey I got in contact with a software developer, he agreed to write some software for me, I paid him in instalments total of £277. The software was never delivered to myself he took the money and ran. I paid him via bank transfer. I am planning a small claims court but it turns out he is 16 and from the UK. I would like to know who is responsible for the the money owed, Would it be him or his parents (I have located his address and parents names) that I sent the initial small claims forms to ?

Hello forum members, I am new to the forum, just want some advice and tips regarding fraud that took place on my cooperative bank account. Some how my cooperative bank account online banking details got compromised, don't know how and when it got compromised left me clueless, as I hardly use my cooperative account as its only for savings. On February 2014 some one managed to get access to my cooperative account online banking, and cleared my account out totaling off £20,000. I work 6 days a week busy with work life as I don't check my account on regular basis, a week after my account was cleared out I received letter from Co op Bank saying I have insufficient funds in my account for online transfer that was requested. After that I was confused thinking what on earth is going on, I tried to log on to my cooperative online banking it did not allow me to log on saying online suspended, I managed to contact the bank saying what is going on I have received letters saying I have insufficient funds on my account for a online payment. The adviser on the phone read out 5 unauthorized transaction online transfer paid out totaling of £20,000. I was left shocked and terrified, the adviser told me someone would call me back within 48 hours regarding the unauthorized transactions. I did receive a call from the security department saying I would need to provide them with crime reference number in order for them to investigate the matter and take it further. After that have I reported it to actionfraud and managed to get crime reference number, and gave it to the bank I called up the bank after few days for an update they told me my case has been passed on to someone on actionfraud which they will contact me within week. Week passes by I call the bank again trying to find out what is going on they don't give me much info and tell me its not in their hand no more police actionfraud is dealing with it. I have contacted the Financial Ombudsman service regarding this they have raised an complaint to the customer relation department regarding the matter, I then receive a letter from the customer relations complaints saying "Thank you for your complaint which was received, your concerns will be investigated by a case handler in this department and the outcome will be sent to you in writing" I wait another 2 weeks I call the bank again for an update, still the same thing its not in our hands no more police actionfraud is dealing with it, I get so frustrated and angry I started to yell at the adviser on the phone. I wait another 2 weeks receive letter from the customer relations complaints department saying "Further to our earlier letter acknowledging your complaint, I am writing to let you know that we are unfortunately not in a position to provide you with response to the matters you have raised. We will be in a position to reply fully to your complaint shortly. We will contact you again as soon as possible and in any event within the next four weeks. This has got me even more angry and frustrated by the bank leaving me clueless. Its been over 2 months now still on going, I feel as if nothing is being done about it. Anyone can advice me here will be grateful, I am disgusted by the behavior of the bank. Thank you.

It has never been easier to buy or sell a vehicle than it is now ... thanks to the internet. However, the internet has also made it easier for dishonest buyers and sellers to defraud larger numbers of people Online vehicle fraud is costing the UK £17.8 million each year, according to new figures released by the National Fraud Intelligence Bureau (NFIB) and Get Safe Online Fraudsters used the following methods to steal their victims’ cash: Part or full payment for the vehicles and then loss of contact with the “seller” accounted for nearly half (49%) of frauds More than a third (37%) of cases involved the payment of a deposit rather than the full amount Bank transfers (58%), fake eBay Invoices (14%) and fake Google Payment Systems Invoices (12%) offering non-existent "buyer protection" for the transaction were the most commonly cited payment methods Some victims paid funds to holding accounts on the basis that funds will be held until the buyer had received the goods and was satisfied with them Other victims received texts from well-known websites requesting refundable fees for car inspections http://www.cityoflondon.police.uk/advice-and-support/fraud-and-economic-crime/nfib/nfib-news/Pages/Online-vehicle-fraud-cost-victims-%C2%A317.8-million-in-2013.aspx Get Safe Online outlines the risks to buying and selling cars and how you can safeguard yourself from being taken for a ride. https://www.getsafeonline.org/shopping-banking/buying-selling-vehicles/

Is there something under UK law to prevent an online seller displaying misleading photographs even if there is small print to state the photograph shows something not included? I recently bought what I thought was an A2 picture frame from Amazon. A search on Amazon for "A2 frame" showed this item: (unable to link, please search Amazon for B009RBIZ1O) The item I received was a rolled up poster. On checking Amazon I noticed some small print at the end of the long description. I also noticed other people had left negative reviews because they had also thought they were purchasing a frame. The seller appears to be using an Amazon account to accuse these customers of being stupid. In the meantime they have a much more suitable photograph of a poster they could use as the main image. While it isn't a huge amount of money it annoys me to see they are aware of the confusion from previous customers and leaving comments on their reviews calling customers stupid. All they need to do is swap the photograph but I suspect they know they wouldn't sell as many £10 posters this way. I tried contacting Amazon who just put me in touch with the seller for a refund but I actually want them to change the misleading photo.

Ive recently been sent a letter from Marlin re an alleged debt from Barclaycard (Orig Eggi card) Apparently this was an online application and as such, no signatureicon was needed. I do remember having an Egg card, but I also remember the balance being around £300 not the 2428.50 they now assert. This was over 5 yrs ago. I was further puzzled when I heard recently that Barclay had sold customers info to rogue traders. I have just asked them to send me a signed agreement, but they say the tick box was sufficient... REALLY?? Ive also asked for a full statement of account, Payments made and full balance etc. Any advice will be most welcome please. Glenn

Have been a customer of these jokers for 3 years and wish to register my account online. Anyone know how the hell I do it? All I can see is new customer switching/registration.

Hello, I am student of University of Wales Trinity St Davids Swansea Metropolitan and as a research for my degree I am writing about online banking, its threats and benefits, adoption and security risks. Was wondering if there is any chance anyone can give me some information about their opinions about online banking, what they think of it, why they use it or not, what they think could be improved or changed. Also I am going to post (if Admin of this page agrees) a link to my online survey about it. Its completely anonymous and I won't be taking any personal details of you. I would be really grateful for any help with my research also details of results will be posted on website created just for my research purpose. Links to survey and the website will be posted within next few days as long as it is approved by Admin of this website. Thank you for your time and interest in helping me with my dissertation research.

I think this is in the right place...! Last night I was shopping online for a SAD lamp, imagine my joy when I found one on the Maplin website for £9.99! 'Too good to be true!' thought I, but I checked, double checked, and triple checked the item picture and description, and sure enough, it is described and photographed as a SAD light. Now I have a funny feeling that what awaits me in store is actually a bulb for the £44.99 SAD light. I have paid for what is described on the website, in order to pick it up today. So where do I stand when I say 'this isn't what I've paid for'?

Hi, I was told that it might be possible to get some advice here. I'll have to be vague-ish about the details. This is what has happened: A friend purchased a large item online from a business using Paypal. The item arrived badly damaged and was not fit for purpose. So their understanding was that pursuant to the Distance Selling Regs the seller was obligated to pay for the cost of returning the item. My friend sent photos of the damage to the seller, which the seller acknowledged. The seller was asked if it would be possible to repair the item. The seller said that this would not be possible. The seller then completely ignored all further communication. My friend opened a dispute in Paypal's resolution centre and contacted Trading Standards. An LBA was also sent by recorded delivery to the seller. This letter advised that the item would be disposed of within 14 days if the seller did not arrange collection or agree to re-reimburse my friend for the cost of the return. My friend actually held onto the item for well over a month whilst waiting for the seller to respond. Paypal's dispute resolution advised that the item be returned for a refund. There were a number of problems with this. The seller's Paypal address for the return was different from the sellers business address originally provided with the purchase. The item was so large and heavy that the cost of the return would have been prohibitive. Due to the nature of the item (the seller would have immediately recognised it even when packaged) it was believed that the seller would simply refuse delivery. This would have left my friend out of pocket for both the cost of the return and without a refund for the item. So in Paypals resolution centre my friend entered the tracking number for the recorded delivery letter that had been sent to the seller. Paypal then refunded my friends payment. My friend then waited for over a month for the seller to reply to either the letter or emails to arrange collection of the item. The seller did not make contact at all. Consequently my friend had to dispose of the item (due to the size and nature of the item it was not possible to store it for any longer). My friend had a phone call from the Trading Standards officer investigating the transaction today. When informed that the item had been disposed of the Trading Standards Officer stated that fraud had been committed by my friend. So my friend is now very scared and in need of advice!

Hi i am new to this forum if you please help will be great to know what to do We bought 2 packs of 10 gold coins from Aktinson Jewellers aktinson bullion and paid into their bank account and we got the email from them saying that item is dispatch we are based in Dublin Ireland and it was free postage before buying the item we ask them they said fully insured and on the option for postage its says free postage and insured After a week when we didn't received the item we check with aktinson they said gave me tracking its delivered there was signed there as we are in the address for 5 years as family home no body else live beside me and my wife and we didn't received at all signature name is different and signed is different and when we spoke to aktinson they said sorry we cannot anything we have in our terms and condition they if says deliver then no responsibility I report to local irish post ask neighbour and post man no body knows At this stage we lost the money and didn't received the item should i go to solicitor or what to do Can you please all advice what to do will be appreciate

I am receiving a message advising the page cannot be displayed. Does anyone know if there is a problem with the Nationwide Online banking service ?

This is an odd one, and apologies if the forum isn't correct for it - this seemed the most appropriate. Several weeks ago, I purchased an 'unlocked' iPhone from the Carphone Warehouse. Immediately upon receipt, I sent this phone to an online company which colours the housing of the phone. A couple of weeks later the phone was returned, looking great. The only issue is, the company responsible for changing the colour also managed to lock my phone to a UK mobile network. Unlocked phones from the CW lock automatically to the first SIM card placed inside the phone and what appears to have happened is that the company involved placed a SIM inside the phone which inadvertently locked it to that network. This has led to a very difficult situation. My phone is now locked to that network, and Apple have confirmed that it happened while in the care of the company. Apple cannot unlock the phone except at the request of the network. The network won't request it because I am not a customer of theirs. CW wash their hands of it due to the lock happening after purchase/receipt, and the company who locked it say they never guaranteed against doing so and they were never informed that they may lock the phone. I'd like to pursue a case against the company who locked my phone. I paid them to change the colour and they did this to my satisfaction, but in sending back a phone which is locked, they have effectively delivered me a defective unit, substantially different to the one I sent them. My phone is now useless to me and I have had to turn to a third party to pay for an unlock service which is still ongoing. Worse still, all this was discovered overseas, where I was relying on my phone to be operable. I have spent a small fortune purchasing a secondary phone and top-ups while abroad, all directly due to the fact my phone was locked by this company. I have contacted them to try and reason with them and have requested a refund for services provided, but they refuse and merely offer an unlock service for my phone at 'cost price' (a further £50). They are accepting no responsibility and suggest I should have told them that inserting a SIM would lock the phone. The phone was brand new, meaning they would have had no option but to insert a SIM to activate it. At no point did they consult with me or inform me that they would have to insert a SIM card, and insertion of SIMs is not part of the service I paid for. I'm unsure where I stand as a consumer. They have delivered on services ordered, but have rendered the unit dysfunctional in the process. Can anyone advise where I stand?

I'm having a problem with Cex online. I bought something from their website for over £100, and wanted to pay by Cex voucher. Their policy for this is - you make payment using Paypal or a card, then you have to post your voucher to them, and they will issue a refund to the card used for original payment to the value of the voucher/s. As soon as I'd received the item I sent off the voucher. A few days later I came to use the item, but it was faulty. I emailed Cex, and they replied saying to send the item back which I did. A few days later I received a Paypal refund for the full amount. Shortly after that, I emailed them to ask what was happening with the Cex voucher I sent to them, and they replied saying it had indeed been used as payment for the item ordered. So, I have now bought the item and paid by Cex voucher. They now owe me a refund for the faulty item in the form of a voucher. I've emailed them a few times trying to explain and ask when I'll receive my voucher refund, but they keep emailing back saying I've already had a refund back to my original payment method (Paypal). They don't seem to understand how their own system works. I think I will need to send them a letter to try to get the money back, and have drafted this... any thoughts?