Dell refuses to process my refund

[Anonymous]

I'm about to blow my top.

I have Dell Financial account with a $6k limit that somehow survived by BK7. In January, I decided to buy a Dell outlet laptop for $821. Saw a better laptop later that day for $864, and decided to buy that and cancel the first order.

Dell said they couldn't cancel the first order, but assured me that I could refuse delivery. Well, that didn't work, but I returned the computer. They recieved it on February 3. They still haven't processed my refund. I have spoken to them on phone and by chat 5-6 times since then. I keep getting assured that the refund will be processed. Every time I contact them, the date the refund will be processed is extended--a few days, a few weeks, etc. On March 9, I was assured the refund request had been escalated and would be processed in 5-7 business days. I contacted them today and was told 15 business days from today. What the what?

I paid off the computer that I kept last month. I now have an $830 bill ($821 plus interest) with an April 9 minimum payment due date. While my utilization isn't super high, I do not want to carry a balance. I refuse to pay them a minimum for a computer I returned almost two months ago.

I am furious. I am livid. I want to throw things. If it wasn't a Dell store card, I'd be initiating a dispute. I don't know what my legal options are with this store card.

What options do I have? What threats can I make? Do I just have to bite the bullet and pay the minimum?

[Skye12329]

I suggest paying the minimum until they process the refund. You might end up having a neg. Balance but thats better than a 30 day late if it goes too long.

I would also goto the BBB.

[SunriseEarth]

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@Anonymous wrote:

I'm about to blow my top.

I have Dell Financial account with a $6k limit that somehow survived by BK7. In January, I decided to buy a Dell outlet laptop for $821. Saw a better laptop later that day for $864, and decided to buy that and cancel the first order.

Dell said they couldn't cancel the first order, but assured me that I could refuse delivery. Well, that didn't work, but I returned the computer. They recieved it on February 3. They still haven't processed my refund. I have spoken to them on phone and by chat 5-6 times since then. I keep getting assured that the refund will be processed. Every time I contact them, the date the refund will be processed is extended--a few days, a few weeks, etc. On March 9, I was assured the refund request had been escalated and would be processed in 5-7 business days. I contacted them today and was told 15 business days from today. What the what?

I paid off the computer that I kept last month. I now have an $830 bill ($821 plus interest) with an April 9 minimum payment due date. While my utilization isn't super high, I do not want to carry a balance. I refuse to pay them a minimum for a computer I returned almost two months ago.

I am furious. I am livid. I want to throw things. If it wasn't a Dell store card, I'd be initiating a dispute. I don't know what my legal options are with this store card.

What options do I have? What threats can I make? Do I just have to bite the bullet and pay the minimum?

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Do they not have a dispute policy?

BTW, I also agree on filing a BBB complaint.  You could also alert your state AG.   

[Themanwhocan]

Store card or no, its still a credit card, and the returned item has not been credited to the card after almost 2 months.

Consider initiating a CFPB complaint.

[RobertEG]

It is a credit card, so billing-related disputes are subject to the stricter dispute process under the Fair Credit Billing Act.

I would consider filing a dispute under the FCBA. 

[Strogen]

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@Anonymous wrote:

I'm about to blow my top.

I have Dell Financial account with a $6k limit that somehow survived by BK7. In January, I decided to buy a Dell outlet laptop for $821. Saw a better laptop later that day for $864, and decided to buy that and cancel the first order.

Dell said they couldn't cancel the first order, but assured me that I could refuse delivery. Well, that didn't work, but I returned the computer. They recieved it on February 3. They still haven't processed my refund. I have spoken to them on phone and by chat 5-6 times since then. I keep getting assured that the refund will be processed. Every time I contact them, the date the refund will be processed is extended--a few days, a few weeks, etc. On March 9, I was assured the refund request had been escalated and would be processed in 5-7 business days. I contacted them today and was told 15 business days from today. What the what?

I paid off the computer that I kept last month. I now have an $830 bill ($821 plus interest) with an April 9 minimum payment due date. While my utilization isn't super high, I do not want to carry a balance. I refuse to pay them a minimum for a computer I returned almost two months ago.

I am furious. I am livid. I want to throw things. If it wasn't a Dell store card, I'd be initiating a dispute. I don't know what my legal options are with this store card.

What options do I have? What threats can I make? Do I just have to bite the bullet and pay the minimum?

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Dell refunds take forever. I also bought a laptop for around ~800 from the Outlet. I requested a refund in like end of November and sent out the latop the next day (Nov 24th) and didnt get my refund till January. 

In the end it was over 45 days till a I saw a refund. I was told it might be because they were slammed with holiday returns or end of year stuff but I dont know. 

Also, business days are what they are quoting you. Weekends/holidays dont count. So if they tell you 15 days then expect 3 weeks. 

Lots of people have had to wait 1+ month to get a Dell Outlet refund from what ive heard/read. 

Just keep calling/chatting in. 

[Anonymous]

Thanks for the feedback.

I did find their dispute policy. It has to be completed in writing. Should I file a dispute and contact the BBB/CFPB simultaneously?

BTW, their written refund policy says 30-45 CALENDAR days.

[Anonymous]

Update: After scouring the internet and finding many similar stories, I finally found a link to escalate my service request. After submitting the escalation request, the charge was refunded in 24 hours. Interesting how none of the customer service reps I spoke to were able to help me do this.