Hi,
I disputed a transaction via Paypal who ruled in my favour and a refund was issued. HelloFresh, the supplier have emailed me asking to make payment of the amount to their bank account.
The whole story is. I was part of a subscription service. There's a weekly deadline to cancel that subscription. I cancelled the subscription via HelloFresh's website. However they still took payment claiming subscription was still active. As soon as I saw this payment on my PayPal account I contacted HelloFresh's customer services to try and resolve the issue. We couldn't resolve and they said that the payment couldn't be refunded in full and I would still receive my items as my subscription was still "active". However, they offered a £10 refund as a good will gesture, which I turned down. They then confirmed that my account would not be charged for the next week.
I then filed a dispute with PayPal and provided PayPal with screenshots of the cancellation screen confirming my subscription had been cancelled. After no contact from HelloFresh, I then escalated the dispute with PayPal who upheld my claim and issued me a refund.
Now, HelloFresh, some weeks later have emailed me asking me to pay the original amount £49 plus a "dunning fee" of £3 making a total amount of £52. They want me to pay this into their bank account.
I responded saying that I made the PayPal dispute due to a payment still going through despite me cancelling before the cut off. That PayPal upheld my claim and issued the refund and that I would not pay the charge requested.
They have replied to that with the following,
"Looking at your account I can see you have performed a chargeback (Isn't this wrong? Chargebacks and disputes are different, aren't they?) on the payment for your delivery from the 04/04/2017 with PayPal.
Just to explain a little further, if a customer claims a chargeback on a delivery they have rightly received, (I previously told them that I had cancelled, so "rightly received" is not the terminology I would use) the original amount plus and extra fee will be charged. The charge back is a fee that has been imposed by the bank if it has been discovered that the money was taken with your authorisation. This would have been the case, as you had signed up for our subscription service.
You have received these emails from us regarding this chargeback as we have been notified of this by the bank, giving us the opportunity to look into thsi further.
Requesting a refund through your payement provider does not negate the charged with us, and all matters of compensation would need to be dealt with directly with HelloFresh. (I attempted to do this with their customer services. Also HelloFresh have the opportunity to deal with the dispute on their end also.)
At the moment, there is an outstanding payement of £52 for your box you received from 04/04/2017. Unfortunately, I am unable to waive this due to the fact you had cancelled the day after the Wednesday deadling. (This is inaccurate, as I had cancelled before the deadline. I had cancelled as soon as I received my previous week's box). However, I can remove the late fees and reduce the outstanding payment by half."
Where do I stand here? What are my rights? I intend not to pay any fee as it is not my fault their systems did not update my account status appropriately.
Any advice would be greatly appreciated. Thanks guys.
