Filing a complaint with a company

Filing a complaint with a company

Explain that the invoice is unjustified because you only ordered an introductory pack.’

• If the advertisement or sales talk leads you to understand that you are only offered a single sample pack or product, this means that no contract for an additional product has been concluded.
• For example, sending an invoice or debiting your account is unfounded if important information concerning the order has been hidden in the terms and conditions of the contract, or you were not informed clearly about the duration of the contract during the sales call.

If the company cannot show that the invoice is justified, the consumer is not required to pay. In questionable situations, the company has a duty to provide proof of the agreed price and order placed by the consumer. An order confirmation sent to the consumer later does not mean that the consumer has to pay if there is no evidence to show that an actual order was placed.

Returning additional products you did not order

A company cannot require you to return an additional product you did not order. If the company asks you to send the product back, it must pay the costs of any returns. For example, you can ask the company to send you a return envelope with the postage paid.

Debiting an account

If your bank account has been debited without your consent

• contact the bank and say that the account was debited without your consent. The bank has a duty to reimburse the debited amount to you.

If your credit card account has been debited without justification

• contact the creditor to inform them that the charges are unjustified. The creditor has a duty to reimburse the debited amount to you.