Linda Walters, of Stockport, Cheshire, was refused a refund after she was mistakenly charged £25 by Dorothy Perkins.
“Three months ago I bought a jacket for £25 at the Stockport branch of Dorothy Perkins. I paid by Goldfish credit card and I was asked to enter my personal identification number (PIN) into the terminal. After doing so, I was told by the sales assistant that the terminal had gone blank and I was asked to use another one.
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I received assurance that I would not be charged twice for the same item.
“But when my husband and I later checked our Goldfish account online, we saw that two lots of £25 had been debited. There was a £25 charge from Dorothy Perkins and a payment of £25 to a pub called the Bryn Arms in Blaenau Ffestiniog, North Wales. Neither I nor any member of my family has ever visited Blaenau Ffestiniog, let alone used a credit card in a pub there.
“I phoned the Bryn Arms and found out that this has happened before. “No one is prepared to take responsibility. Dorothy Perkins isn’t interested because the entry on the statement is the Bryn Arms. The Bryn Arms is not interested because it has not received the £25. Goldfish says that a malfunctioning machine is not its problem.”
Dorothy Perkins told Times Money that it has never had a complaint along these lines before. However, it has now looked into the matter and found that the problem was caused by “an error in banking codes”. It has apologised to Ms Walters and refunded the £25.
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