Duplicate Payment - Ann Summers Refusing To Return

[Kaiserfarrow]

I recently purchased some items from Ann Summers, and during the payment process, I entered my card details, although the order was in my girlfriend's name.

I proceeded through the SecureSign verification, and the website produced and error message, returning me to the payment details screen. No email confirming the success of the initial order was recieved.

I processed again, this time under my name, and encountered no issues.

 

Surprise surpise, duplicate payments.

 

I contacted Ann Summers, and they confirmed one authorised, and one 'unauthenticated' payment. Speaking to my bank, they confirmed both paymments were authorised, and gave me two authorisation codes.

 

I have provided a copy of my bank statement to Ann Summers, but they are refusing to refund given the 'unauthenicated' payment, claiming they have not received the money.

The bank have since reiterated otherwise, both payments were made.

 

I can't chargeback as it was a debit card, and they processed as 'cardholder present.'

 

Who has my money, and what are my rights/options? I'm reluctant to file a county court claim but don't see any other option if Ann Summers continue to refuse to refund the overpayment.

 

I have requested all communication to be via email/hard copy letter.

 

Thank you in advance for your responses.

[Kaiserfarrow]

Well, they finally actioned the refund, after realising what I told them all along was correct.

 

Persistance pays off!