Before anyone reads this they should know: I have taken extreme measures to protect my identity and I have reported the incident to the local police and IC3. I have been in constant communications with my bank and everything has been done that can be done as far as my bank is concerned. If anyone has a suggestion other than “call your bank” I’ll be glad to read them. I called Dell because the fraud specialist at my bank suggested it. I am never using my debit card online again and I am even curtailing using it locally.
My bank debit card information was stolen and the thief used it to purchase a computer from Dell India on 1/13/10. As soon as I found out about it, from my bank, I called Dell customer service USA. I found myself trying to negotiate my way through Dell's automated phone matrix. When I finally got to talk to someone they said they needed the order number to help me. When I told them what happened they continued to ask, curtly, for my order number or my Dell ID#. So I kept repeating that all I have is the credit card info and my name. That initiated the call transferring. They kept transferring me until the phone finally went to "If you'd like to make a call please hang up". So I started the same process again and the same thing happened. The whole process took about 2 ½ hours.
I quit calling Dell USA customer service and decided to try and call India customer service at 9:00 pm because that is 9:00 am India time. So 9:00 pm comes and I call the toll free number listed on Dell's website for India. There was a message for a sex chat line. Needless-to-say, I gave up until the next day to let my blood pressure return to normal.
The next day I called, starting fresh, with the USA customer service number. Initially I got the same results but I did get through to someone (somewhere) that was at least willing to take the time to understand that I did not, and never will, have an order number. She took the information I had and forwarded it to the fraud department. While she was still as curt as all the other phone reps, she at least understood that it was an out-of-the-ordinary problem. I asked for the fraud department’s phone# and email address and she said she couldn't provide that. She told me she could transfer me to her supervisor and he could help. So I talked to Glen the supervisor. I explained to him the situation (which had to be done with each and every transfer). I asked for the fraud department’s phone number and email. He refused to give them to me. Frequently he would cut me off saying "Sir! …" in a condescending manner.
I live in Austin, TX, the home of Dell computers. I naively thought it would be easy to talk to someone locally and they would be anxious to take the information and resolve the issue being that it is in both of our best interest. I was sadly mistaken. While I was able to finally get through to someone, I never got the impression that anyone I talked to cared about resolving the issue. Meanwhile, the charges are going through, but I’ve been reassured by my bank I will get the money back eventually, but it could take up to two months to complete the process.