When a Simple Purchase Turns Into a Costly Headache
Michelle Kelley thought she was making a routine online purchase when she ordered a new refrigerator last spring. Her ice maker had frozen up, so it was time for an upgrade. She browsed online, found the perfect fridge, paid with her credit card, and scheduled delivery. Everything seemed seamless—until it wasn’t.
An hour after her new refrigerator was dropped off, Michelle received an unexpected call from another delivery company. They said they had her refrigerator and were on their way. Confused, Michelle explained she had already received it. The second delivery team arrived at her home, checked on the situation, and told her they would report the mix-up back to their warehouse.
At the time, Michelle didn’t think much of it. But a month later, when she opened her credit card statement, she got a shock: she had been charged twice—more than $2,500 each for TWO refrigerators.
A Customer Service Nightmare
Determined to correct the mistake, Michelle contacted the original retailer and filed a claim with their fraud division. But instead of getting immediate help, she hit a brick wall.
“Their fraud department told me it wasn’t an error because I had authorized the transaction when I ordered the refrigerator online… iIt felt like they were calling me a liar.”
Despite explaining the situation, providing proof, and escalating her case, Michelle found herself going in circles. The company refused to acknowledge the mistake, leaving her on the hook for an extra $2,500. With nowhere else to turn, she reached out to TrustDALE for help.
How Persistence Paid Off
When Michelle submitted her case to TrustDALE, the investigative team jumped into action. With experience navigating corporate bureaucracy and advocating for consumers, they quickly reached out to the retailer to demand answers.
As usual, a little bit of media pressure got the company to suddenly see the light. Soon after the team’s intervention, Michelle received a call from the company, telling her they had reversed the extra charge on her credit card.
What to Do If You’re Overcharged
These kinds of situations aren’t uncommon. Billing errors, miscommunications between warehouses, and corporate red tape can leave consumers paying for mistakes they didn’t make. If you find yourself dealing with an unfair charge, here’s how to fight back:
- Document Everything – Keep records of receipts, delivery confirmations, and all correspondence with the company.
- Contact Customer Service First – Sometimes, a simple call can resolve the issue. Ask for a supervisor if necessary.
- Dispute the Charge with Your Credit Card Company – If the retailer won’t help, file a dispute with your credit card provider. Many banks have consumer protection policies that can work in your favor.
- Be Patient, Polite, and Persistent – As frustrating as it can be, staying calm and persistent often yields the best results.
- Seek Outside Help – If all else fails, call them out on social media, report them to the BBB, or reach out to a consumer advocacy organization like TrustDALE for assistance.
The Takeaway: Advocate for Yourself, But Know Where to Turn
Michelle’s story is a reminder that mistakes happen, but you don’t have to accept them. Companies may not always be quick to acknowledge errors, but with the right approach—and the right team in your corner—you can fight back and get the resolution you deserve.
If you’ve experienced a similar issue and need help, submit your case at TrustDALE.com. Our investigative team may be able to help you find a solution.