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It all started out when I wanted to get a quote for a potential move. Due to miscommunication with PODs customer service I ended up creating an actual order AND I also created a quote request although I didn't realize that at the time. Shortly thereafter, I received several emails reminding me to log in to accept my quote before it expires. I didn't want to use the service so I let it expire. I didn't realize that I still had an actual order sitting out there.
One morning I received a voicemail message from PODs telling me that they were delivering my POD. I freaked out of course. I immediately contacted PODs to try to straighten things out. As far as I was concerned I never actually placed an order because I had let my quote expire. In my mind they were one and the same. PODs agreed to pick up the POD the very next day and, at the time, expressed understanding of what happened and said I wouldn't be charged.
Next thing I know I have a $505.65 charge on my credit card. I contacted PODs right away and also contacted my bank. My bank put a hold on the charge while PODs assigned an account specialist to my case. She was supposed to contact me within 48-72 hours but never did. I was able to get her email & phone number so I started contacting her. I contacted her almost every day for several WEEKS until she finally responded back to me. She said she would get back to me within a day. It still took 48 hours but at least she got back to me. She sent me an email stating that she had listened to my conversation with customer service and felt that I was at fault. She said that I was responsible for the delivery fee and a cancellation fee, totaling $305.40. The email said that adjustments will be made and that I should contact their billing department to make payment arrangements.
I wish I could say that I agreed with the decision she made, but I don't. Still I guess I made a mistake thinking that I had only created one request and not two separate requests in the PODs system. So the punishment for my error is $300. I have since logged in to PODs to try to pay this amount. But the make a payment option shows I have a $0 balance. I have logged in every other day to make a payment without success. All of a sudden I see the $505.65 charge is back on my credit card. I don't see any credits being applied to my card so now I'm about to be screwed again. I have spent hours and hours and hours and hours in emails and phone calls trying to figure out this billing situation, trying to reach the account specialist, trying to connect with customer service, trying to work their billing department and am so frustrated I can't even see straight. I believe that customer service is at fault for encouraging me to create an order when all I wanted was a quote!
Desired outcome: Preferred outcome? A full refund. I would even split the cost ($250). I would appreciate contact from someone at corporate who can help clear up the billing/invoicing/credits on my account.
