s

A copy of a letter I sent to Circuit City after being refused help through

their telephone representatives....

Dec 14, 2006 To Whom It May Concern:

I am very displeased with the customer serve at Circuit City. On 12/5 I

placed an order online for in store pick up. When the confirmation screen

came up I realized I only had fourteen days to pick up the item and would

not be able to. I cancelled the order and was notified on screen and through

email that the order was cancelled and I would NOT be charged for the order.

I went on to place the order again to be shipped.

On 12/8 I was balancing my bank account and saw that Circuit City.com had

placed four holds on my account: two for $135.12 and two for $1. I assumed

one of the $135 and both $1 holds would not clear the account. On 12/11 I

checked the account again and saw two charges for $135.12 had cleared and my

account was over drafted twice (one charge related to the holds.) I

contacted my bank and explained the situation and they would not waive the

fees since they could not determine on their end if it was an incorrect

charge. I contacted the Circuit City help line and explained the situation

with a phone representative. The representative said the order was not

showing as cancelled so he cancelled it and processed a refund. I went on to

speak to three more people who would not help with the bank fees.

On 12/12 I went to the Hagerstown, MD Circuit City store and customer

service there said the order was still not showing as cancelled so she

cancelled the order and issued me a receipt. A store manager called the

corporate office to see about refunding the bank charges. After an hour and

a half I left with no resolution.

On 12/13 I called the manager to see if he had worked anything out with the

corporate office. He said they would not cover my bank fees and I could

contact them and speak to them directly if I wanted to.

12/14 I called again and explained the situation and was told that refunds

take 1-3 days to process. This information is NOT included in the

cancellation policy posted online. I explained that this was not an issue of

waiting for a refund to process; I had received a confirmation email that

said I was not being charged for the order. The representative "apologized

for the email" but said refunds take 1-3 days to process so Circuit City

would not cover my bank fees.

This ordeal has now spanned several days and two more charges have posted to

my bank account for a total of four overdraft fees. I feel Circuit City is

responsible for covering these fees. If refunds take 1-3 days to process

that should be included in the cancellation policy so customers are aware of

the activity on their bank accounts. But this does not even apply to my

situation, it was CONFIRMED to me through email that my order was cancelled

and I would NOT be charged. Otherwise I would have never placed the second

order. I feel strongly that there was a disconnect in the system, that the

online records showed the order as cancelled but corporate records showed

it as active. Three people (myself, the phone representative, and a customer

service employee) cancelled this order before it actually processed and

provided a refund to me!

Throughout this entire time I have been treated rudely and with contempt,

other than the Hagerstown manager who worked extremely hard for me and was

apologetic about the situation. Although representatives will admit an error

on Circuit City's part, none have been willing to refund my bank fees and

they have become angered at me for pressing them for a rationale on this

decision.

****As of 12/27/06 I have heard no response from Circuit City and am going

to the bank today to pay overdraft fees so my account is not sent to a

collection agencey. Thank you Circuit City for ruining Christmas!*****