Rochester, New York

I am having trouble with over credit card charges - I signed up for repeat delivery and they are double delivering dog food and double charging my card. I called their customer service to complain and they denied it completely, even when confronted with my bank statement with proof of the double charges. this is the email they sent:

Dear Sir:

We appreciate you taking the time sending your bank statement so we can review the charges. I apologize for the inconvenience we have caused you. There is indeed 2 $67.65 showing on your account. We believe the first charge is what we call an Authorization charge or pending hold once the order is sent to our warehouse. The second is the amount we billed you once an order ships. Authorization charges should be transferred back to customer's account in 24-48 hours. However, there are instances that the authorization charges are reversed back to customer's account in 5-7 business days depending on the credit/debit card company. We would expect that by next week the first $67.65 is reversed by your bank.

For now, I will go ahead and forward your concern to our Sales Audit Department and our Braselton, GA warehouse to double check if we billed you twice. Once proved you were double charged, we will go ahead and process the refund. If not too much, we suggest that you also contact your bank as they may be the best person to explain those charges. You may also dispute this with your bank, provided they send us a charge back request. We would like to ask if you could give us some time to review this case further .

NOTE: note how the first paragraph admits that I WAS changed twice, at both warehouse and shipping stages, but blames my bank. The second paragraph refuses to admit that I WAS were charged twice, and blames my bank again. I've met *** humans, but none this ***.

Product or Service Mentioned: Petco Shipping Service.

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