Having problems with Orchard

[Anonymous]

Last month I had 3 charges come up on my card for $26.97 each.  They were from QuickFlix, (movies out of a machine).  I had rented movies with another card and have used the Orchard one time in Jan 09.  I thought they were trying to charge my Orchard card for those movies which were late.

I disputed all the charges and the over the limit charge.  A few weeks later they were removed.

Today I get a letter in the mail from Orchard stating they had received confirmation from QuickFlix that these were indeed mine and they would be adding them back to my account.  Included was the sheet of paper from QuickFlix that shows the date, time, location, the movies that were rented, etc.  On their (QuickFlix) cover letter it states that you have to physically use the card at the time of rental. It also shows the name of the account holder for the credit card.

Well, it is not me.  Has someone else's name and they rented the movies from Ft Carson, CO.  I live in WA state and have never been to Ft Carson.  On the day these were rented I was working a day shift.

I called Customer Service at Orchard and explained all this but they do not want to listen to me.  As far as they are concerned they are my charges.  The only thing that is the same is the last four digits of the credit card number.

How should I handle this?  I was very frustrated tonight when I was talking to customer service and ended up hanging up on her. 

As it stands now, I am over the limit due to these charges.  I refuse to pay for it.

[mt2va]

Wow that's too bad about Orchard.  Anytime I've had to dispute charges I was given the money back immediately while they investigated.  Since Orchard clearly is not going to listen to you why not try contacting QuickFlix?  Maybe you can talk some reason into them that you received the proof of the charges but that the person listed & the location are nowhere near where you are.

Good luck & hope you get a human being that can understand this & resolve it for you. 

[Anonymous]

Just an update.  I spoke with Orchard Billing customer service and explained what was going on and these are very obviously not my charges.

I was told I had to dispute the response they sent me.  This is getting very frustrating.  Seems it would be illegal for a credit card company to willingly let fraudulent charges be put on your card.

It seems as no one even looked at the paperwork QuickFlix sent them.  In addition, if they would run a transaction search they would find I only used the Orchard Card once for movie rental on 19 Jan 2009.

I think it is time I pay them off and close the card.

[MsKiwi]

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@Anonymous wrote:

Just an update.  I spoke with Orchard Billing customer service and explained what was going on and these are very obviously not my charges.

I was told I had to dispute the response they sent me.  This is getting very frustrating.  Seems it would be illegal for a credit card company to willingly let fraudulent charges be put on your card.

It seems as no one even looked at the paperwork QuickFlix sent them.  In addition, if they would run a transaction search they would find I only used the Orchard Card once for movie rental on 19 Jan 2009.

I think it is time I pay them off and close the card.

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I don't see why they can't look at the ppwk and figure it out themselves. I also don't understand why QuickFlix doesn't see their obvious error.  Pay them off and sock drawer that card unless you can afford to close it. Good luck and keep us updated.

[Anonymous]

Did you file a police report? If not, you should do so. Then, call the FTC and make a complaint (be certain to get the complaint number). Then, respond, in writing CMRR disputing Orchard's findings. Provide a copy of the proof/evidence highlighting the other name and location. Then reference the police report and FTC complaint.

MasterCard has a zero liability policy that should be enforced. I'd reference that too.

[aquatic1]

I am sorry to hear that your going through so much with them.  i will make sure NOT to get involved with this company.

good luck and don't give up!!!!!

[Anonymous]

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@Anonymous wrote:

Did you file a police report? If not, you should do so. Then, call the FTC and make a complaint (be certain to get the complaint number). Then, respond, in writing CMRR disputing Orchard's findings. Provide a copy of the proof/evidence highlighting the other name and location. Then reference the police report and FTC complaint.

MasterCard has a zero liability policy that should be enforced. I'd reference that too.

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Not sure why I would file a police report.  No one used my card.  If you could explain why I would appreciate it.