Dell Gift Cards Consolidation / Consolidate - A Story of How Dell Stole $950 from Me (and eventually returned)
Thread DetailsLast Edited by alchemista August 26, 2016 at 09:13 PM
A couple of months ago, I called Dell to consolidate 7 gift cards (these are PURCHASED gift cards, not promotional so don't confuse). You have to call a live person. She had me read off each gift card #, then verified the amounts, and then said she'd submit the request which could take days.
I do not recall if she said I would get a new gift card, or if one of the 7 gift cards would have the balance consolidated on it. Nor do I recall her giving me a reference number. I heard nothing after calling, and I kept the 7 physical gift cards thinking I could always reference those if anything went wrong.
Fast forward to now. I placed an order on Dell and realized I never heard something about the consolidated gift card. I went and checked all 7 of my gift cards online, and each one gave an Error, invalid card number (this was also verified through Dell customer service).
Of course, I'm freaked out about where the $950 balance went.
So, I spent literally all day on the phone with Dell today. Seriously, the process went like this: called #, waited 30-45 minutes for someone to answer, explained my issue, they said they were going to transfer me to the "gift card" department (or the "customer care" department, or the "credit card" department), etc. Once this happens a few times, the hours add up. I was easily on the phone for 6 hours. I also tried chat three times, and each time they were useless - they just ended up giving me phone #s to call, none of which helped.
So after 6 hours, I finally reached someone who seemed to know a bit about consolidation. He checked all my gift cards and confirmed they were invalid - wow, no kidding, that's why I called. He did some checks, and asked me for the reference # for the consolidation request, which I do not recall even getting.
After lots of discussion, he said sorry, he can't do anything without the reference number, and the cards are invalid. I explained they went invalid obviously from the consolidation process - and Dell messed something up. He could care less, all he could say was sorry and nobody else could help.
So here I am, having called to consolidate $950 of gift cards that have vanished in thin air. And Dell says they cannot trace the history of cards or anything like that - just sees they are now invalid. I don't recall getting a reference number, and thought keeping the 7 physical cards around would be a suitable reference.
I have no idea what to do next. I will be calling my legal service tomorrow, but with scant evidence I'm not sure I have a case.
I'm sick to my stomach - all the various dell deals we do on here, etc, and all my deals are wiped out now with a $950 loss and probably more so.
I learned a few things: I think I will begin recording all calls relating to money. Make sure you get CSR name, reference #s, anything you could possibly get, even if they don't offer it to you. Granted, you can't always trust it - literally 5 different CSRs told me they would stay on the line with me to help, and did not, just dumped me to a transfer.
I am unable to find similar stories on the web and any way that people have resolved this situation. If anybody knows how to help, I beg for it! I will be doing BBB reports, and possibly FTC?
I'm sure that Dell could really research this if they want to, by an administrator going and checking history on databases/etc, but it's much easier for them to just say "sorry".