My MIL and I did our Black Friday shopping online this year. We shopped Toys R Us at around 10 pm on Thanksgiving night to take advantage of the great deals. After more than an hour of trying to complete the order, the payment finally went through. The next day, we found out that my MIL bank had two separate holds placed on it for the same amount from Toys R Us. They had charged us twice. We assumed this was as a result of the issues with checkout and called their customer service department. They told us that it was not a double charge but that there were just two holds placed. What’s the difference? The money was not available for her to use. They assured us that the hold would be removed within 24 to 72 hours. While we were not happy with that response, we accepted it.
On Monday of this week (more than 3 days since the purchase) the hold had still not been removed. My MIL waited to see if one more day would make a difference. It didn’t. Last night (Tuesday night, more than 4 days after the purchase) the hold had still not been removed and the money was still not available for my MIL to use. As a result of this, she has not been able to pay several bills that are due this week. When she contacted customer service (again) she was told that the second hold is always done when a debit card or check card is used and that it is done by all companies that sell online. Falsehood #1. She was then told that this is done to make sure that the money is available in the account. So, it is necessary to have $436 available in order to pay a bill of $218? That’s the first time I have heard of something like that. They spoke to my MIL as if she was a moron and did not understand how banking is done. I’m sorry, we do most of our shopping online and are quite familiar with online shopping and banking. This has never happened in any of our shopping experiences prior to this one. Not even when we shopped through Toys R Us in the past.
The final result of the call last night is that the hold should be removed within 24 – 72 hours. Sound familiar? So far, Toys R Us has been holding an extra $218 of my MIL money for more than 5 days (that’s a total of at least 120 hours so far). The customer service reps that we have spoken with have been unhelpful, untruthful and rude.
We WILL NOT be shopping at Toys R Us again. That includes in store shopping. Any store that values a customer would try to make this situation right, not treat their customers like children or morons.
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55 signatures
Tracy DeLuca
I have created this petition. Please support it by adding your signature.
Julia
Payment holds for debit payments are a standard...but DOUBLE the amount spent is ridiculous!
Groubal Founder
Groubal supports your complaint about Toys R Us! We STRONGLY suggest you email the link (to your groubal petition) to everyone you are connected with and ask that they sign it and support you.
Jennifer Wolfe
Like Julia said, A hold is normal, DOUBLE holds are not. And I say this as someone who worked in the banking industry.
Kenny G
Tracy, I'm with you, I won't support that kind of behavior.
Sandy White
I also agree with you. That is terrible. They get enough money from us as is.
If they get no complaints they will not change how they do business!
If they get no complaints they will not change how they do business!
Laura Reeves
Well, my experience was SORT of the same...I placed close to a $1,000 order online with Toys R Us, using my Visa Check Card (aka Debit card that can also be used as a credit card) the order itself went through fine, no hiccups and I was charged the entire amount, again, fine.
However when I checked my bank statement I was showing in the "hold" section the total amount of my order, the two other smaller amounts, so I of course called TRU and inquired.
They told me they placed the "hold" of the entire amount, which in a few days will drop off, however, as items ship, they will charge my card. I said that is NOT good, I allocated the money for the order but did not expect to start getting charged AGAIN as items shipped. Not to mention I did not expect a HOLD to be on the card at all, I shop all the time online with my Visa check card and this NEVER happens!
To make a LONG LONG story short, after getting through three customer service reps I still was not satisifed because the first two reps did not do as they said they would, the third actually agreed with me that this procedure is not normal but unfortunately it's the way TRU does it and finally after contacting my bank they were able to see the "hold" would drop off the same night I was talking to her, that is, however, three days after I had placed the purchase.
Now here is what pisses me off the most, Toys R Us rep asked his supervisor if a bank is allowed to charge overdraft fees on a "hold", supervisor said no, it's a Federal offense, rep said he did not know that, neither did I soooo I called my bank, I told them what TRU said, bank rep laughed at me and said of course we can! So who do you believe?
If I didn't have enough money in my bank account to cover the 'extra" charges I was enduring during this "hold" session, apparently I would have had bounced checks for other bills, overdraft fees etc. and apparantly neither my bank nor TRU would have felt they were to blame.
Where is a consumer to go when you do all you can to get things taken care of and you are either ignored or laughed at?
I love Toys R Us but I promise you I will NEVER shop online with them again unless they change this hold business. Why the hell didn't they just charge me for the whole amount at the time the order was placed and that be that? Just doesn't make any sense.
However when I checked my bank statement I was showing in the "hold" section the total amount of my order, the two other smaller amounts, so I of course called TRU and inquired.
They told me they placed the "hold" of the entire amount, which in a few days will drop off, however, as items ship, they will charge my card. I said that is NOT good, I allocated the money for the order but did not expect to start getting charged AGAIN as items shipped. Not to mention I did not expect a HOLD to be on the card at all, I shop all the time online with my Visa check card and this NEVER happens!
To make a LONG LONG story short, after getting through three customer service reps I still was not satisifed because the first two reps did not do as they said they would, the third actually agreed with me that this procedure is not normal but unfortunately it's the way TRU does it and finally after contacting my bank they were able to see the "hold" would drop off the same night I was talking to her, that is, however, three days after I had placed the purchase.
Now here is what pisses me off the most, Toys R Us rep asked his supervisor if a bank is allowed to charge overdraft fees on a "hold", supervisor said no, it's a Federal offense, rep said he did not know that, neither did I soooo I called my bank, I told them what TRU said, bank rep laughed at me and said of course we can! So who do you believe?
If I didn't have enough money in my bank account to cover the 'extra" charges I was enduring during this "hold" session, apparently I would have had bounced checks for other bills, overdraft fees etc. and apparantly neither my bank nor TRU would have felt they were to blame.
Where is a consumer to go when you do all you can to get things taken care of and you are either ignored or laughed at?
I love Toys R Us but I promise you I will NEVER shop online with them again unless they change this hold business. Why the hell didn't they just charge me for the whole amount at the time the order was placed and that be that? Just doesn't make any sense.
Steven DeLuca
Unfortunately when a company gets too big for their britches they forget who made them big in the first place....shame on ToysRapeUs
Patty D
Ok - I have worked in the banking industry and this is NOT the standard. I can understand putting a hold for more than the amount charged when the total isn't known (car rentals, hotels, bar tabs, and the like), but there is no reason to put a hold for double the amount of merchandise being purchased. There is absolutely no chance that additional charges will be accrued. I cannot believe Toys R Us would do something like this.
Jennifer
This happened to us the second week of December 2010. I made a purchase online at Toysrus.com and they took out the amount TWICE. I called and called and called trying to get this fixed, and after calling about 7 times I was told it would take 3 days for the second charge to "fall off". I'm still waiting for it to "fall off". Not fair at all, I really need the funds...
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joshua
This just happened to me last night. It has nearly caused my to over drawl! I will NEVER order from them again!
Sara Wagner
This is crap! The same thing happened to me. NO other online stores do this! I will also never be shopping with Toys R Us again!
Stephen Davis
Did it to mee too on 12/13/2011 and 12/15/2011. I will NEVER shop there again!!!
Brandon
Been dealing with this issue all day today. Sucks because now im being charged outregous over draft fees and am being told its my fault from tru and my bank
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Just went through this with the folks at best buy....I have enough money to "loan" them over 600 bucks, interest free mind you, until the charges drop off, but I still went to battlestations with the customer service dept to vent my frustrations. Grrrr.....
Casey Patterson
I just placed an order online at toys r us and got two sepreate charges and now my bank is low of funds. i called toys r us and my bank 20 different times all day long and toys r us keeps saying they see no record of the other transaction!! So i am out $235 I am calling my local news!! I will never shop toys r us again and i will let everyone know about this!!
Adonis Betancourt
Same thing happend to me.
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Very similar situation happend to me.
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I had this same problem. I'm a young mom and got my paycheck. I spent 86$ on my girls there for christmas using my Visa debit part of my card. They charged me twice and its complete bull. If that money is not back in my bank by wednesday, I want a complete refund. I don't even have to explain what happened because its exactly the same as you guys!
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