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Tourist
Posts: 4

Fraudulent Behavior Refusing Refund

Absolute Customer Fraud not providing Refund for more than a month and not even complying with GDPR - Case Number 06590405

 

Purchased a GoPro Hero 7 Black that soaked water on the second use, RMA was issued 18 May, item returned on 24 of May and now since 25 days (31 days since RMA issued) have not received my money back. False statements provided about an apparent Cash Refund in form of my invoice with their own internal RMA number and stating "cash refund".

 

They cannot provide proof they have ever issued the refund (Bank transaction) and despite multiple GDPR Request to receive the call recordings the company does not comply and ignores providing them. Does a customer really have to go to ICO or DPA to get this done?

 

Most ridiculous and fraudulent behavior I have seen in a long time. Been handed over to 3 supervisors by now Sheila, BJ and Ian and everyone just keeps telling the same story but is not willing to solve or provide a solution.

 

Customer Service is keeping the case open and just keeps resending the same email stating "your refund has been processed" but they cant provide a confirmation and their billing department is not available since weeks to provide proof.

 

Anyone knows what to do? From reading this seems a common practice by GoPro

Cash Refund Statement 13.06.2019.png
Adventurer
Posts: 10,239

Re: Fraudulent Behavior Refusing Refund

sorry to hear this is not what we the forum members wantto hear but maybe how you paid. contact the company  and have them dispute your issue.

Nomad
Posts: 1,420

Re: Fraudulent Behavior Refusing Refund

You need to contact your bank and give them these details (if the refund is going to a bank account).  It can take up to 30 days for a bank to process a refund from a merchant.

 

If your purchase was completed via credit card, you need to contact your credit card company and open a transaction dispute, that way ou get your money back and it's up to the credit card company to get the money from GoPro.  

GoPro
Posts: 10,603

Re: Fraudulent Behavior Refusing Refund

 

Hi @gregorhiller

 

Apologies if this is taking longer than usual.

I have also coordinated with our warehouse team regarding the status of your refund.

I will post back on this thread as soon as we have additional information.

 

Thanks!

Ej

Tourist
Posts: 4

Betreff: Fraudulent Behavior Refusing Refund

This is becoming more and more of a joke. I have been hearing these same sentences since 2 weeks now about GoPro apparently reaching out to the warehouse team. I have 3 emails with the exact same words from GoPro supervisors in my inbox since weeks. Not even your fraud department under fraud@gopro.com responds.
Tourist
Posts: 4

Re: Fraudulent Behavior Refusing Refund

EJ, since you are part of GoPro. My money is still not back. No one answers anymore. My case is still open. Its been now nearly 1.5 months and I still dont have my money back and hear since weeks now that you will internally escalate with your warehouse and billing team. What else can one do. This is literally the biggest scam I have seen of any company in a while.

 

Can someone here please help! Not even the fraud department answers.

 

Email 19.05.2019.PNG

Tourist
Posts: 4

Re: Fraudulent Behavior Refusing Refund

Hero 7 Black is poor quality and soaking water. Replacements not possible by GoPro (new product, not opened refurbished). Refund not being provided since 1.5 Months now. On top now they are refusing to be GDPR compliant and provide my recordings so I can actually hand it to my bank.

Latest GoPro customer support is that the support team just doesnt answer your question and hangs up or ends the chat without any answer.190626.PNG

Adventurer
Posts: 10,239

Re: Fraudulent Behavior Refusing Refund

Last post or two you  are saying the camera is Not opened? meaning?