Monthly subscription charge

Hello,

This is the sixth time I've tried to get through to Dell to fix this problem. The first attempt was to email customer care at us_csmb_customer_care@dell.com

resulting in this reply:

"Sorry, we were unable to deliver your message to the following address.

<us_csmb_customer_care@dell.com>"

The second attempt was to email Dell Communications at this address:

communications@dell.com

which resulted in this reply:

"Sorry, we were unable to deliver your message to the following address.

<communications@dell.com>"

The third attempt, I went to Dell site's Contact Us page and clicked on "Send your question(s) to us via email. https://dfs.dell.com/#/send-us-message

This brings up a broken page with a form that requires users to "Select a category" from a drop down menu that does not show or allow the selection of any categories and thus makes it impossible to complete and submit the form to Dell.

The fourth attempt was to use an email address I was only able to find because clicking on the chat with us link brought up a window that said chat was not available at that time and to use this email: us_dfs_customer_experience@dell.com

The reply to the message I sent to that address simply referred me back to the Dell website with a link to Dell Customer Care https://www.dell.com/support/order-status/en-us/order-collection

Similar to the broken page and form listed above, this page also does not allow me to get through to Dell to fix the problem. That page requires users to enter the order number or the purchase id to get through to anyone.

I entered the order number; it didn't let me get through to anyone. I entered the purchase ID; again it didn't let me get through.

The fifth attempt was to reply to https://dfs.dell.com/#/send-us-message to explain that page does not allow me to get through to Dell and ask them since they are on the inside and I am on the outside repeatedly being prevented from getting a resolution to this problem, if they could please forward the message to someone in Dell who could fix the problem.

Their reply showed no indication of forwarding my message as requested, but instead said I should call a phone number.

Thank God, I reviewed the message left by jackarnold52 at https://www.dell.com/community/en/conversations/customer-care/billing-issue/66636baf236bfd72a7c353ec

which describes a very similar issue and points out that calling on the phone did not resolve it. It at least saved me one more attempt of wasted time energy and stress with Dell.

If not for that message this would have been my seventh attempt. As it is, this is my sixth attempt just to get Dell to be made aware of the problem and fix it.

This is the email I sent to https://www.dell.com/community/en/conversations/customer-care/billing-issue/66636baf236bfd72a7c353ec explaining the problem

I'd like you to please read this email and not pass me off to some other section of the Dell site as I've explained I am not able to get through using Dell's website. Dell requiring customers to jump through so many hoops to fix such a simple issue is a horrible customer service exchange and being given the run around makes Dell look a bit unethical in all of this.

If you are not in a position to fix the mistake explained below, please forward this email to someone who can fix it, please stop charging my Mother's credit card for something against our will, and please refund the money that has been taken by Dell without any service provided by Dell in return.

You are on the inside, I've expressed repeatedly how from the outside I'm not able to get through, can you not forward this information to someone at Dell who can fix this?

Here is the information for the order:

Dell Purchase ID: [redacted for post on public forum]

Purchased On: [redacted for post on public forum]

Total (USD): [redacted for post on public forum]

Order Number: [redacted for post on public forum]

I have only redacted those details when posting on this public forum. The emails I sent to Dell have included details that have been redacted in this post. The response to that email which included the specific details was to simply tell me to call a phone number, which I'm glad I didn't waste time doing since as jackarnold52 points out they apparently don't handle these types of problems.

Here is the latest version of the email message I've been trying to get through to Dell since

September 28, 2024

It explains the problem and request for cancellation and refund of a support subscription of which I have no recollection of ever giving consent, a subscription for which I have never had any desire or use and was unaware was being charged to my Mother's credit card via PayPal:

Although I've come across stories of problems with Dell and a scam involving Dell invoices with PayPal, [not to mention Dell's awareness, according to an email from Dell May 9, 2024, regarding the breach of data, tech support phone scams, suspicious activity related to Dell accounts and purchases] I've never personally had much problem with Dell until today.

Today, I realized that Dell has been charging my Mother's credit card through PayPal for a monthly subscription for my laptop of which I was not aware; I have no recollection of ever using this support subscription or giving consent to be enrolled in such a subscription.

I didn't see any charges on my credit card because it was being charged to my Mom's credit card which she let me use to buy the laptop, which I ordered from the Dell website.

My Dad has purchased a Dell desktop, my Mom has purchased a Dell laptop, and I have purchased a Dell laptop in the past prior to this most recent laptop purchased in 2021.

Throughout all the years and history of purchasing from Dell, I am unaware of any kind of subscription ever being charged and automatically billed in any prior purchase history before today.

I can confirm it never happened with the last Dell laptop I purchased before this most recent laptop purchased in 2021.

My Mother let me use her credit card when I ordered the laptop from the Dell site. I was the only one who made any purchase regarding this laptop, I ordered it myself directly from the Dell website, and I don't recall ever signing up for any subscription.

It doesn't make sense that I would ever sign up for a monthly support subscription. As can be seen with all prior laptop purchases, I've never done such a thing; I don't sign up for extra costs like warranties etc.

I've always preferred to address any computer problem on my own with the help of the internet and don't see any need to pay for any support, much less having to pay every month for a support subscription.

Here is the billing info from PayPal:

Start date: [redacted for post on public forum]

Last billed amount: [redacted for post on public forum]

Last billed date: [redacted for post on public forum]

Billing ID: [redacted for post on public forum]

Since my Mother's credit card has been charged for the past 40 months for a subscription which was apparently automatically applied to my account without my consent, a subscription for which I have never had any use, a subscription which I was unaware was applied to my account and which was taking money from my Mother without providing any service in return for the past 40 months, I'd like to request that you please cancel this subscription and any other subscriptions with Dell, and please refund my Mother's credit card the total monthly charges that have been made: $180.27.

Thank you for your time and help.