123-reg problems

[phil4]

So, I wondered if anyone had any advice, before I try chargebacks and disputes....

The Story so far. On 28th December, 52.75 was taken from my Paypal account (And so subsequently my Credit card, my source of funds for paypal).

I noticed this on checking my statement earlier this week. On checking 123-reg I find:
a) No invoice in the invoice section, the last one was from December 12th, for a smaller amount (26quid), and also visible in paypal, and on CC.
b) No domains that had been renewed anywhere near that time.
c) No domains due on or close to that time.
d) any other services activated.

I contacted 123-reg support, though a little hard to give them much to go on since no invoice ref, or domains to discuss.

After some back and forth and delay caused by this response:

"It can take up to 72 hours for a payment from PayPal to appear on our system.
This due to the time it takes for PayPal to send us a list of all the transactions made to 123-reg.

If you reply to this ticket a little later on today, I suspect it will have appeared on our list of payments."

So after this delay, and it being referred to the correct department the latest statement is:
"I have managed to find the payment you mentioned in your account and it's a refund."

No, no it isn't. Paypal do show values strangely, +ve amounts are into your Paypal account, -ve are out. As such while a payment to someone shows as -ve (so in traditional accounting would be them paying you), in paypal world it's money leaving your account, so -ve effect on balance.

Now, I know that 123-reg were recently quite unpopular due to their auto-renew process. But this seems a differnet issue, as nothing been renewed.

I know I can dispute with paypal, or indeed try the CC company, but would really rather not do that (as no doubt 123-reg will lock my account), and so wonder if anyone has any words of wisdom?

Thanks in advance.

Phil

[peterb]

I'd just go the chargeback route on the grounds it is an error. If 123-reg do lock the account, you can query that, if they say it is because of the chargeback, ask them for the invoice number the original charge refers to.

You are in a better position as a consumer allegedly owing them money, than the other way round, if it is an incorrect charge.

[rwinslow]

Seems a strange case - can you email me (richard.winslow@123-reg.co.uk) with your PayPal email address, 123 username and the transaction details from PayPal and I will check this out for you.

It goes without saying if we have taken payment not relating to a service I will get that refunded for you.

Richard.

[peterb]

Seems a strange case - can you email me (richard.winslow@123-reg.co.uk) with your PayPal email address, 123 username and the transaction details from PayPal and I will check this out for you.

It goes without saying if we have taken payment not relating to a service I will get that refunded for you.

Richard.

Thank you for your post. I have PMd the original poster to let him know that you have posted here.

(I will add that as a 123-reg user myself, I have not had any problems )

[phil4]

My thanks also to Richard, promptly resolved from my perspective.