Pearson Virtual Assistant (3/23/2022, 1:03:29 PM): Hi there, I'm the Pearson

Virtual Assistant.
Pearson Virtual Assistant (3/23/2022, 1:03:30 PM): Here are some of the common
topics I can help you with today.
Pearson Virtual Assistant (3/23/2022, 1:03:31 PM): Menu Options:
Order Status
Order Placement
Title Inquiry
Return Issues
Invoice Shipment Issues
Diana (3/23/2022, 1:04:08 PM): Payment process
Pearson Virtual Assistant (3/23/2022, 1:04:11 PM): Your question is very important
to me, but it looks like I do not have an answer for that yet. I'll have to get you
to one of our representatives.
Pearson Virtual Assistant (3/23/2022, 1:04:12 PM): Let's get you to someone who can
help.
Pearson Virtual Assistant (3/23/2022, 1:04:13 PM): How would you like to engage
with us?
Pearson Virtual Assistant (3/23/2022, 1:04:15 PM): Menu Options:
Chat with our representatives
Send us a message
Diana (3/23/2022, 1:04:17 PM): Chat with our representatives
Pearson Virtual Assistant (3/23/2022, 1:04:21 PM): One of our representatives
should be with you shortly...
Pearson Virtual Assistant (3/23/2022, 1:04:22 PM): I'm connecting you now...
Fredric Jann V (3/23/2022, 1:04:33 PM): Hi, my name is Fredric Jann. Please give me
a moment to review your issue.
Fredric Jann V (3/23/2022, 1:04:46 PM): Thank you for contacting Pearson higher
education customer service.
Your case number is 43334304, which serves as your reference to this chat.
Fredric Jann V (3/23/2022, 1:04:47 PM): Hello!
Fredric Jann V (3/23/2022, 1:04:56 PM): Before we start, can you verify if all
these information are correct:
Name: Diana Cirino
Email: domenicacirinocontreras@gmail.com
Diana (3/23/2022, 1:05:09 PM): Yes
Fredric Jann V (3/23/2022, 1:05:19 PM): Thank you for verifying, Diana.
Fredric Jann V (3/23/2022, 1:05:25 PM): May I also have the name of your school?
Diana (3/23/2022, 1:06:22 PM): Good afternoon, my name is Diana. I attend to Nassau
community college I’m in the long life learning program, I made a purchase through
the Pearson web site to buy a book titled “side by side”
Diana (3/23/2022, 1:07:25 PM): I put all of the card information on 3/8/2022 but I
never got any confirmation yet you guys deduced the payment from my card
Fredric Jann V (3/23/2022, 1:08:00 PM): Good afternoon, Diana. Regarding the charge
in your card, I can check here for you and see if your order was completed.
Fredric Jann V (3/23/2022, 1:08:21 PM): First, I need to locate your account on my
end to see the orders under it.
Diana (3/23/2022, 1:08:24 PM): I considered that such was a mistake I proceed to
refresh the page but it happened again I put me card info and it deduced the
payment again
Fredric Jann V (3/23/2022, 1:09:03 PM): Do not worry, I will help you here and
check if the amount was collected in your account.
Diana (3/23/2022, 1:09:06 PM): I don’t want the book because my aunt bought for me
with her own card and we received the book
Fredric Jann V (3/23/2022, 1:09:19 PM): May I have the email you used when you
placed the order?
Diana (3/23/2022, 1:09:43 PM): Yes please because the card it’s an international
card and I can see that Pearson got the money
Diana (3/23/2022, 1:10:25 PM): Sure it’s: domenicacirinocontreras@gmail.com
Fredric Jann V (3/23/2022, 1:11:20 PM): I checked the email address
domenicacirinocontreras@gmail.com and we did not find any orders under it.
Fredric Jann V (3/23/2022, 1:11:20 PM): Do you have any other email that you may
have used when you placed the order?
Fredric Jann V (3/23/2022, 1:12:06 PM): I also tried to check any orders under your
name Diana Cirino and there was also no orders under it.
Diana (3/23/2022, 1:12:15 PM): That’s the one that we purchased it with yet once
again I didn’t receive any confirmation or anything like that
Fredric Jann V (3/23/2022, 1:12:55 PM): I see. If you did not receive any
confirmation email in your account, that means that your order was not completed
and we did not collect any payment on your account.
Diana (3/23/2022, 1:12:58 PM): You only deduced the card payment with out sending
me an email or showing anything that confirms the payment but yet you deduced the
payment twice
Fredric Jann V (3/23/2022, 1:13:23 PM): The amount should automatically return back
to your account after 3-5 days or depending on your banks policy for authorization
holds.
Diana (3/23/2022, 1:13:28 PM): My bank says that you deduced the payment twice and
that’s not fair or professional from your end
Fredric Jann V (3/23/2022, 1:13:40 PM): To be certain, may I also have the shipping
address you used for the order?
Fredric Jann V (3/23/2022, 1:13:51 PM): So I can double check the information and
see if your order was completed.
Diana (3/23/2022, 1:14:18 PM): It never did, it’s already 3/23 and I’ve been
waiting for you to reimburse the payment but it hasn’t shown anything
Diana (3/23/2022, 1:14:35 PM): It’s 211 Marshall Ave, west Hempstead, ny, 11552
Fredric Jann V (3/23/2022, 1:15:01 PM): Thank you
Fredric Jann V (3/23/2022, 1:15:15 PM): Please give me 2 minutes to check further.
Diana (3/23/2022, 1:15:20 PM): Sure
Fredric Jann V (3/23/2022, 1:16:50 PM): Just to confirm, you placed the order on
March 8, correct?
Diana (3/23/2022, 1:16:56 PM): Yes
Fredric Jann V (3/23/2022, 1:18:03 PM): I found one order for the ISBN
9780137586295, Future 2ed Level 3 Student Book & Interactive eBook with
MyEnglishLab & App + Future 3 Workbook with Audio -- Package for the amount of
$41.27.
Fredric Jann V (3/23/2022, 1:18:03 PM): Is this the order that you want to refund?
Diana (3/23/2022, 1:18:32 PM): No my aunt made that purchase for my sister that’s
not the purchase
Diana (3/23/2022, 1:18:41 PM): My purchase it’s different
Diana (3/23/2022, 1:19:09 PM): And for such It deducted from the account and never
received anything
Fredric Jann V (3/23/2022, 1:19:41 PM): Are you referring to the ISBN
9780137359363, Future 2ed Level 3 Student Book & Interactive eBook with
MyEnglishLab & App?
Fredric Jann V (3/23/2022, 1:19:53 PM): This order was placed on March 7.
Diana (3/23/2022, 1:20:41 PM): No that’s another purchase made and we received that
one
Fredric Jann V (3/23/2022, 1:21:36 PM): This order was already cancelled and the
reference for the cancellation is case number 43220041. It seems that this order
was cancelled because it was backordered.
Diana (3/23/2022, 1:22:16 PM): Yes thats correct, we received one future 3 bc one
of them was back ordered but o never received my books or got any confirmation
Diana (3/23/2022, 1:22:49 PM): As you can see there my aunt bought my book later
that week
Diana (3/23/2022, 1:22:57 PM): The side by side one
Fredric Jann V (3/23/2022, 1:25:00 PM): Just to clarify, since we only find these
two orders under your account, one of them was cancelled and the other was already
tagged as delivered. You did not receive the ISBN 9780137586295, Future 2ed Level 3
Student Book & Interactive eBook with MyEnglishLab & App + Future 3 Workbook with
Audio and you want to refund it, correct?
Fredric Jann V (3/23/2022, 1:25:43 PM): Or do you mean that you did not receive the
refund for the cancelled order?
Fredric Jann V (3/23/2022, 1:27:42 PM): Please continue typing. This message is
just to make sure that we are still connected.
Diana (3/23/2022, 1:28:07 PM): No so my aunt made a purchase and the one that it
was backorderd she cancelled and she received the refund BUT I made a purchase of
the book “side by side” and when I was trying to purchase I never received a
confirmation and the payment was deduced I trying once again and it happened the
same thing so my bank says that you guys got the money and I didn’t get any books
or confirmation with the purchase that I made
Diana (3/23/2022, 1:28:43 PM): Does that make sense?
Fredric Jann V (3/23/2022, 1:28:48 PM): I see. Thank you for the clarification,
Diana.
Fredric Jann V (3/23/2022, 1:30:08 PM): May I have the name you used in the order?
Fredric Jann V (3/23/2022, 1:30:21 PM): Because I found 2 other account but it is
under a different name.
Diana (3/23/2022, 1:30:29 PM): Diana domenica cirino contreras
Diana (3/23/2022, 1:30:40 PM): It’s not Wendy or genesis those are my aunts
Fredric Jann V (3/23/2022, 1:30:43 PM): Sorry, that is not the name in the order.
Fredric Jann V (3/23/2022, 1:31:00 PM): I see. We found one order under Genesis
Lopez.
Diana (3/23/2022, 1:31:51 PM): Yes that’s my aunt but I made a separate purchased
as explained and the money got deduced from my account
Diana (3/23/2022, 1:32:17 PM): I honestly don’t know what to do bc I didn’t receive
my purchase and my money got taken as well
Fredric Jann V (3/23/2022, 1:32:23 PM): Sorry, this is the only orders we found
with the information that you provided and there were no orders anymore.
Fredric Jann V (3/23/2022, 1:32:49 PM): Since this is also not the order that you
were mentioning, this means that we did not collect any payment in your account and
it should be still on authorization hold.
Fredric Jann V (3/23/2022, 1:33:11 PM): You can try and contact your bank regarding
this issue and ask for their authorization hold policy.
Fredric Jann V (3/23/2022, 1:33:23 PM): It should automatically return back to you
account once it clears out.
Fredric Jann V (3/23/2022, 1:34:03 PM): In the meantime, do you still have any
questions on our ordering process, Diana?
Diana (3/23/2022, 1:34:34 PM): Thank you, it’s there a way that this can’t can be
sent to me so that I can show them this?