Tried to purchase a few Pashimas for my bridesmaids. While placing the order, it said that my card was declined and to try again. Their point of sale is through Shopify, which already had my card on file so all I had to do was select it. When I...
checked my bank account, it showed that I was charged for the purchase.
I immediately emailed customer service and was told that they "didn't have an order in my name". When I responded with a screenshot of the bank transaction, they said "we have an attempted payment record that shows your card was declined because of incorrect billing info"....okay, so they went from they don't have records in my name to, all of a sudden they do??
Regardless, I explained to them that this is highly unlikely, as; 1.) None of my billing info has changed in recent history 2.) This is the ONLY card I use 3.) I have RECENTLY used other websites that have Shopify as a point of sale, and have had no other issues.
In fact, this specific card has NEVER been declined, ESPECIALLY for "incorrect billing info" the entire time I have had it, which has been almost 3 years.
After explaining all this over email to the customer service rep, she offered no inspection on their end and continued to tell me that the zip code did not match up with the card and argued with me. She said she even contacted Shopify directly who "confirmed" that the zip code was incorrect.
This was an incredibly frustrating experience due to the fact that I could not have done anything else on my part but was treated like some idiot who doesn't know how to make an online purchase. What am I to do when the only zip code that has EVER worked on my debit card, suddenly doesn't work for some reason on ONLY their website? They offered NO reparation whatsoever.
The customer service rep said that the charge in my bank account was a "pre-auth" transaction and that it should "go away". That's funny, because it says right on the transaction that it was a SIGNED PURCHASE, not a PRE-AUTH. And if it were truly the wrong zip code, why would it even have showed up in my account AT ALL? I even went back to my cart again to try to double check my card info, and lo-and-behold, everything is correct, but you can bet that I was NOT going to try to cash out again.
We will see if the transaction in my bank account really does "go away".