Order Declined

[ni970010]

I ordered a laptop from Hp.com. I had no problem until I placed the order. The order was declined and I credit card was charged via paypal. On the paypal summary, it shows that hp has canceled the order and the money has been returned to my account. Then I checked my credit card statement. There was no record of refunding. On the hp website, the order status stays: Processing.  I would really want to know the solution to this issue. Is it still possible to purchase the laptop? If not, how will I get the refund? 

[erico]

I have asked to have your issue escalated.

[danny-r]

@ni970010

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

[ni970010]

Thanks for the reply. I'm here to give you an update about the payment. Apparently hp has refunded the money just now and my credit card statement now has the record. 

[nahu]

The same situation here. Tried to order three times for a laptop on cyber Monday sales and all orders got declined. Order # [edited] . Talked with my bank the reason for declined order and told me that it already approved and still on pending transaction. After several attempts with customer support of HP I was unable to buy the laptop which is very frustrating. My account still in pending transaction. I am no more interested to buy anything from HP and ask HP to release/refund my money so I can use it .

[kevin-t]

@nahu

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.

[Chet2109]

Happened to me just now, I ordered a HP Omen 15t twice using two different cards on the Cyber Monday deal and on both occassions my cards have been charged but the order status says declined.  

But I see both these Orders Number [edited]  in my account and they say they are processing... 

 

I am inclined to think that HP.com is basically blocking my funds on the card and not letting the order go through so I can't by anywhere else too? 

In any case I would be opening a formal complaint with HP and then think of going to CA's Consumer complaints authority if this is not resolved soon. 

Below is the email I received after my orders. 

Thank you for your HP.com Store order.We received your order, but unfortunately it has been declined. If you feel your order was declined in error, please call us right away so that we can assist you and continue processing your order. We are available at 888-445-0112 from 10 a.m. to 10 p.m. ET

 from Monday to Friday and from 10 a.m. to 1 p.m. ET on Saturdays.Also, an HP team member will attempt to contact you by phone or by email to help.

  • Your order number is [edited]At this time, the HP.com Store has not processed your order and will not charge you for this transaction; however, your financial institution will have a hold placed on your account for the amount of the purchase. This is standard practice among financial institutions and the hold releases within a few days as it is only a reservation of funds.We apologize for any inconvenience and appreciate your interest in HP products.

[kevin-t]

@Chet2109

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.