Aliexpress - Horrible customer service

So my story is I made a purchase of $1783.62 for multiple items. Come to find out, they divided those items into individual items and gave each item an order number.

That made it much more difficult for me to track down which order it was. Because they do one at a time, right? So maybe for me, I made a purchase that was too much, so it declined. I took a couple of items off to be able to purchase the items that I wanted.

When I went to try the second time, I accidentally pushed Google Pay, and it showed a card that I didn't want because I had a card on file with them. I noticed that I could backspace, and it went away, but it still went through. Then it canceled because there was no money on that card. When I went back and got my checkout list back, I put in the right card, and it went through.

But after so many attempts, those two attempts froze the payment, and they wanted me to verify the account, the card that I used, and a statement from my bank to show that it was mine. Within those 24 hours, I attempted to upload these pictures to document it. The card, remind you, that I was using was the virtual card, so I had to take a screenshot. When I went to click and verify or appeal (that's what they had it as, to verify your account is an appeal), I clicked that.

I went to the link to the page that shows me where I could post the documents. When I clicked browse pictures or files, it wasn't letting me upload or select any pictures that I had on there, which was another difficult thing. A couple of hours went by, then I decided to do it again and see what was happening. So I decided to call one of them, and she got on the phone.

I explained to her that everything was uploading my documents and all that. At that time, she let me upload the screenshots of it not letting me select any pictures on my browser. I took a screenshot of that, then I took a screenshot of the virtual card because she was accepting it. I took a picture of the page on my bank where it shows my bank statements and all that, but I had no files or documents available.

The account was new, so I uploaded it and showed it to her in the chat because that's where it was only letting me. She understood my situation and the whole process of what was going on. I was trying to verify my account, which I did because she took that into consideration. She uploaded it and sent it to the higher-ups.

But by that time, like 20 minutes later, I got a message in my email saying that they came to a decision saying that I didn't make the deadline. For security reasons, the account process, the payment has been closed, canceled, and refunded to my account in 3 to 20 days.

So I went off the rails because I provided an ownership letter from my bank saying that it is my bank, and they are not accepting it, still saying that the process has been made, but the refund hasn't yet gotten to my account. I was having issues with them because anytime I did that, I was uploading the wrong order number, and they're only doing one order at a time. The purchase that I made was $1783.62.

When I was doing it previously, they were saying that the account never processed your account and they never got money out of your account. It’s been canceled. It wasn't that. So I took a screenshot of my bank account transactions showing that $1783.62 is pending, meaning they took it out of my bank.

I was in the negative, but I was at zero balance after that purchase. It's kind of confusing how their system works because you make a big order, but they divide the orders and give them each individual order numbers. It's too complicated. It's like if I have an account with you guys, can you pull all that out and see what was going on in my file, my profile, or my account?

No, they want you to put in the work, ensure that you're correct in all that you're saying and doing. That kind of like made me aggravated and angry about the whole situation. Knowing that I provided everything that they asked of me, they had no consideration for my efforts. They didn’t just give me the refund.

I wanted to make the purchase. I wanted these items to come at a certain time on a certain day for gifts. Now I'm looking like a big old *** after so many attempts to talk to somebody up above. You know what I'm saying?

I had to track every order number that was due to be refunded. I put them all, then I screenshot them, then copy-pasted them, and then they told me I had to do one at a time. I'm like, “Girl, pick one because we're going to be here all night.” I would have been here all night until all these can be either stopped, prevented, or changed the account. I ended up having some problems with my bank due to it being hacked.

Fuzzling activity was going on, so I closed it. I personally closed my account. I have the document to show that. My bank stated that if any transactions or deposits are pending to be deposited into my account, they will be sent right back to the sender.

I was trying to explain that to them, trying to gain communication with somebody who can help me. I ended up multiple times in this situation, but the screen, the order numbers were messing me up because anytime they sent it to the higher-ups, they kept saying this order never got purchased, this purchase never got processed. I was like, “Okay, wrong order number.” So I had to track those down, like I said. When I did, I copy-pasted all those order numbers into the chat.

It was about like 20 to 47 items; that’s how big of an order it was, mind you. So she said you have to pick one item at a time. I said, “Then pick one.” So she sent me the link of the pictures. I clicked it, clicked both, and said, “Let’s do this.” I told her we were going to be here all night because we have to do that for every item that I posted there because it’s not just one.

I want all that either to be sent to a different account or provide me a refund to be a credit in their system because I still want to purchase those items. The refund hasn’t been processed. They're not working with me. They're treating me like I've done something wrong and that they can do nothing about it.

From what I've gone through with AliExpress, I feel like I should have, you know, the benefit of the doubt. They've been very descriptive. I provided everything that they asked of me, proof, evidence that identifies that it was my account; it still is, and I have a letter of ownership and emails between me and my bank saying that any deposits, any transfers, any credit that's going to be deposited into my account will get sent back to the sender. All I want to do is to fast-track that process to get that credit back onto my AliExpress account so I can make the purchases.

I don't see how difficult that can be.

You have the evidence to show that that is me, that is my card, my account. There's no foul play, there's no fraudulent activity going on, and still they're saying that the refund is being processed and I need to pay attention to my bank because it is going to be deposited in 3 to 20 days from now.