On Your Side: Web Glitch Causes Duplicate Charges

I placed an order for a cell phone on Sprint PCS's Web site. After I entered my credit card number, a JavaScript error popped up. I didn't proceed with the online transaction. Instead, I immediately called a Sprint PCS sales representative, who assured me I wouldn't be charged if I did not receive a confirmation number. I then placed the order over the phone. I received one cell phone, but my credit card bill showed two charges for it, presumably one for the Internet transaction and one for the phone transaction.

After failing to resolve the problem with Sprint, I disputed one of the charges for $521 with my credit card company, which issued me a refund while investigating the problem. Weeks later, Sprint PCS again charged me $521, and then disconnected my phone service altogether. After multiple attempts to resolve the issue, hours on hold, and faxing my credit card statement half a dozen times, I've been unable to get my money back. Please help.

Adam Glick, Littleton, Colorado

PC World responds: I contacted Sprint PCS on Glick's behalf. According to a company spokesperson, Sprint PCS cannot comment on the situation because of its customer privacy policy. Glick said that a Sprint representative recently contacted him about his refund issue, asking him to refax his credit card statement. According to Glick, Sprint PCS then offered him a full refund for all the disputed charges, including the cost of the cell phone, and reactivated his wireless phone service.

Grace Aquino an associate editor for PC World. Address e-mail to consumerwatch@pcworld.com.