Dell Fraud Department Issue (International Credit Card)

Today I purchased a laptop from Dell/AW. Since I'm Canadian ordering in the US, I confirmed with the rep that this was okay and he said it was fine.

After placing my order, 2 hours later it was canceled. I was then told to call the Fraud Department. I spent 1 hour on the phone being transferred to 6 different people. The last person I spoke to said my account was "fine".

Now my sales rep won't answer or reply to my e-mails and my CC has already been charged.

Is there a special number I can call in order to get this crap sorted out? I've tried a variety of them and I've been getting Indian reps with 1$ mics and thick accents that I can barely understand.

Edit: Apparently this "hold/freeze" is still on my account. They told me it was removed but I'm pretty sure he said that just to get me off the phone ... *sigh*

 

Well that was a FAIL experience ...

They gave me 2 options:

1) Reinstate the order (takes 24hrs) and get the same configurations, even though the sales rep made an error on the not only the colour, but I wanted bluetooth as well.

Or

2) Wait weeks for a refund (money I worked very hard for @ 10.25$/hr student job and I have no more to cover a second laptop) and then replace the order.

What an awful shopping experience. I took option 1, but I'm very, very disappointed in the service.

Thoughts/Suggestions?

 

When I tried to pay for Dell laptop with my international Mastercard (I live in Russia), the order was cancelled. But prior to placing the order I've spoken to 3 different people in Dell sales and all of them told me that there would be no problems with payment. You can't trust them

Luckily, no money were frozen on my card. The transaction was simply cancelled.

Besides, when a friend of mine who should have received the laptop in the US tried to order for me his orders were also cancelled until he phoned Dell and they cleared "security flag" from his account.

That's my experience with Dell...

 

I ordered a XPS 17 with an International Credit card (Visa)
I made the order (June 18th) at DELL USA webpage from Peru.
The next day the order was cancelled, I chat with a rep and told me that I have to call to their International Credit Card Hotline (1-866-383-4713).
Well I contacted them and told that my order was cancelled beacuse I used a non-US credit card and they need to verify if it was correct.
Then they told me that I will get a new order number.
2 hours later I received the New Order Number and now it is Production Status.
When you talk to them, you only have to say that you are going to verify the info of the credit card because it is international.

 

Check with your credit card company.. most credit cards in the US come with consumer protection, and will remove the charge from your credit card. No sure how it is in Canada, but all cards like visa/mc/amex will do it.

 

woah that sucks, so im actually not living in the US, I have an international VISA with HSBC, should i take a risk and place an order?

 

I paid through paypal with my international card. Order went through, but I had to return it because it was a faulty unit. Ordered a new one in the meantime without any problems.

But now that I want to order one for my friend, Dell tells me my address is flagged as a fraudulent address, and they won't ship anything here.
Are you kidding me Dell? Here we have honest customers trying to buy your products, and you make it hard as hell just because you don't recognize the card (even though you had no problems getting your money from it).

This hysteria on fraud has to stop.
Back where I'm from, as long as a company gets their money, and the customer gets their product, everyone are happy, and couldn't care less where the money came from.

Ofc the fraud division was an indian who could only tell me that my adress was flagged, and not why or how I could deal with it. This has to set records in the most horrible customer service ever.

 

Just a short update.
Dell is now officially the worst customer experience I've ever had with a company. They keep cancelling my orders, even though I specifically tell them to call me back with whatever information they need confirmed. And when I try to contact them regarding the order, they can't give me an answer to why they have flagged my account as a no ship. Last time I called, the guy at support took my number and said he'd call me back within 1 hour, and that's 2 days ago.

I've given up, and bought a laptop on ebay instead. Funny how it's impossible to buy a laptop from a company that sells laptops.