Unauthorised debit by TomTom

[RichardS-UK]

TomTom suddenly took £2.99 from my PayPal account on the 20th February 2020 for no reason, although I have bought maps etc from them in the past using PayPal. It is impossible to deal with TomTom by email so I had to wait in a queue to phone them. When I did get through, they admitted their mistake, apologised and immediately refunded the £2.99

PayPal can see all this from my account.

On March 20th 2020, TomTom have taken another £2.99. It is clear that this is some kind of recurring debit and TomTom only cancelled the February debit and not the future deductions. I have registered this with PayPay as an unauthorised debit, which is exactly what it is, and asked PayPal to stop all future debits by TomTom and to please refund me the £2.99 from March.

PayPal have just advised me that this debit has been authorised by me and they will not be refunding the £2.99 or, presumably, stopping future debits of £2.99 from TomTom. They have closed the dispute!

What is going on here? PayPal can see perfectly well what happened in February so it is perfectly obvious that the debits are not authorised and TomTom will refund each one, assuming that I have the patience to contact them every month.

Can only explain to PayPal what should be obvious to them?

Many thanks

Richard

[KGonzaga · Accepted solution]

Hi @RichardS-UK,

Thank you for reaching out to PayPal. I am sorry to know that you are experiencing this kind of situation.

Regarding your concern, since the case was closed you may try to appeal the case by referring to this Help Centre article:

https://www.paypal.com/uk/smarthelp/article/can-i-appeal-paypal%E2%80%99s-decision-on-my-claim-faq20...

About the recurring payment to TomTom, please try to follow the steps outlined on this Help Centre article that may also help in ending this situation:

https://www.paypal.com/uk/smarthelp/article/how-do-i-cancel-a-billing-agreement--faq2254?app=searchA...

If you would still need additional assistance, please try to reach us through the help & contact link at the bottom of any PayPal page and select the appropriate option.

Hope this helps. 

[RichardS-UK]

Many thanks

I have deleted the subscription but could not request a refund as the PayPal Dispute page would not load despite several days of trying.

I finally made contact with TomTom, although I do not know why they make it so difficult, and they have said that they will arrange another refund so it is finally over, hopefully.

Richard 

[stu888_uk]

Did you get your refund? I have same problem, it appears TomTom doing this a lot. Banks and Credit Cards classify this as fraud and will issue a refund, PayPal do not. TomTom said they would refund but didn't, PayPal won't refund because they say I authorised payment (I didn't). I know its only £2.99, but it is the principle of being ripped off by multinational companies that annoys me! 

[RichardS-UK]

I had already received my first refund and  did eventually get my second by emailing as many TomTom addresses as I could find or invent. They make it so hard to contact them and mostly seem to email you with "no reply" emails addresses which is ridiculous. I also finally managed to get into my PayPal account and  into Account/Payment/Automatic Payments/Manage Your Automatic Payments and cancelled the  TomTom payment, even though I had not approved it in the first place so did not realise that it was even there!