The Fixer: undelivered Christmas present

My online order never arrived - and now the website's disappeared!

Updated: 

Have you been left out of pocket due to poor service or sharp practice? Do you have a money problem that won't go away?

It can seem impossible to get a fair result when you are battling a financial issue alone. But never fear! The AOL Money Fixer is here to help.

Dear Fixer,
In the run up to Christmas, I went online and ordered a coat as a present for my daughter. I paid £149.99 for the coat and received a confirmation email from the website.

However, the coat never turned up, and when I looked up the website I ordered it from again it no longer existed.

The emails I have sent to the address I received my confirmation from have had no response, and my credit card statement indicates that the money went to a personal account, rather than a business one.

I have since cancelled my card to make sure no further money can be taken from my account, but I would like to get my money back if possible. Can you help?

E Evans, Derby

Dear Mrs Evans,

I have tried emailing the address from which you received your confirmation message, but I have not received a reply.

As the website in question also no longer exists, your chances of recouping your losses this way are slim.

The good news, however, is that credit card purchases worth more than £100 are covered by section 75 of the Consumer Credit Act, which states that card firms are jointly and severally liable should anything go wrong.

So your next move should be to contact your card provider and tell it you want to make a claim under Section 75.

If you are unhappy with its response, you can also escalate your case to the Financial Ombudsman Service.

The Fixer

Whatever your financial problem, write to themoneyfixer@aim.com and The AOL Money Fixer will get on the case.

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