Failed "Code 10"

I placed an order with an online retailer for goods worth £90. The next day
I received a phone call from the company saying that they had run a Code 10
on my debit card and that the card details did not match the address I had
supplied.

I repeated all my details and they said they would try again and call me
back. Ten minutes later they ring and say it has failed again and that I
should call my bank. I ring my bank and explain the situation and after a
check on the system the bank say that there is no problem and that the money
has been taken from my account.

I ring the retailer back and ask them how and why they took the money if
there was a problem. They replied that they had no problem getting the money
but that they could not dispatch the goods as the bank said the address did
not match the card details.

In the end I said that I wanted to cancel the order until I could get to the
bottom of the problem and they said ok. However, having checked my bank
account the money has not been credited back to my account and when I
emailed the company this is the reply I received.

"We are on summer shutdown until the 24/8. Just like you, my employees
are entitled to holidays also.
For your information, Trading Standards have nothing to do with
customer relations and in this matter they will not be able to assist
you anyhow.
You freely gave your credit card details on the web and through no
fault of ours you failed the code 10 security check.
Contact me after the 24/8 and we will begin to address the situation.

Regards
Gary Threlkeld
Owner - GT Grafix"

It has already been three weeks since I first placed the order and now I am
expected to wait a further week until they are ready to "begin to address
the situation".

I don't think that any money should have been taken from my account if there
was a problem and I definitely don't think that I should have to wait four
weeks before the company will even think about doing something. Is there
anything that I can do to speed things up?

Thanks.


--

Gamertag : Kashmir

"Oh, what a tangled web do parents weave. When they think that their
children are naive."
Ogden Nash, 'Baby, What Makes the Sky Blue'. 1940


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