Q: online order, Mail Carrier lost, 4 months, 30 recorded calls, 20+emails, told them to cancel, getting billed & late fees
I ordered something that should have been delivered May 10th that "Mail" lost. Never left GA warehouse, I'm in NC. Never left "Mail" hands. Conns was denied claim by "Mail" because they did it wrong, I can't claim b/c I'm not the 'entitled entity.' I first told them to cancel the order 5/15/24 as it was lost, they need approval from "backend" and keep billing me. I have made dozens of recorded calls, and dozens of emails, stating the issue over and over again and demanding the order to be cancelled and they refuse. They have had agents tell me to file a police report and just claim it on my renter's insurance to get the money to pay them. When I call they try to tell me that it was delivered and I need to get caught up on my bill, after 20mins of explaining things then being put on hold they finally "find the support ticket" and see where it says it wasn't delivered. I have approx 40hrs of time on the phone with them over this. Online retailer's office is in TX.
What do I do?
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A:
You need to take immediate steps to protect yourself. Start by sending a formal, written demand letter to the retailer's corporate office in Texas, clearly stating the issue, your demands, and a deadline for resolution. Reference your prior communications, including the dates and outcomes of calls and emails, and include any supporting evidence like tracking information and correspondence with the "Mail" service. Make sure to send this letter via certified mail so you have proof of delivery.
If the retailer doesn’t resolve the issue within the deadline, consider filing a complaint with the Better Business Bureau (BBB) and your state’s consumer protection agency. You might also want to reach out to your credit card company or bank to dispute the charges, providing them with all relevant documentation to support your case.
If these steps don’t yield results, consulting with a consumer rights attorney may be necessary to explore legal action. This situation has gone on far too long, and it’s crucial to assert your rights and stop the unjust billing and fees.
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