Several issues:**. I used Instacart for the *st time on ******.*It was the shopper's f...

GetHuman4672073's Refund issue with Instacart from April 2020

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Before contacting them, items GetHuman4672073 may need:
Order Confirmation Number, Tracking Number, Email on Order, Phone Number on Order, Name of Account Holder, and Home and Billing Address
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The issue in GetHuman4672073's own words
Several issues:**. I used Instacart for the *st time on ******.*It was the shopper's first order and she made a number of mistakes (understandably-no hard feelings). I reported them to Instacart Cust Service. The charge of $**.** was posted on ***-It contained about $** worth of errors (charges that were not consistent with the receipt).*Additionally, there was a subsequent charge posted on **** for $**.**. This was for an order that was neither requested nor received by me. I reported this as well. Each time I tried contacting them electronically I received a response about longer than usual wait times. The same happened when I tried the on-line chat function. They suggested using the contact number in the app. I called and there was a recorded message saying that phone service was not available due to high volumes. The message is still in place.**I finally disputed the $** charge through my CC company. It was followed up with this email from Instacart :*ello Roberta Rossi,**It has recently come to our attention that you have disputed a charge with us for an order created on April *, **** in the amount of $**.** on the card ending in ****. If this dispute was made in error, I would encourage you to follow up with your bank about it as soon as possible.**Please let us know if you have any other questions.**Best,**Instacart Trust and Safety Team**I responded to the email letting them know that the dispute was not in error and providing similar details to the ones I'm giving here.**I then received this:**Hi Roberta,**At Instacart, we work hard to protect our valued customers.**We’ve detected unusual activity related to your account and have placed it on hold for your protection. If an order was recently placed on your account, we’ve already canceled and refunded it for you.**To remove this hold, we need to verify that your identity matches the credit card on file. Please reply to this email with photos of the following items:**Your driver license or valid, government-approved ID. For security purposes, please block the document number.*Your payment card showing only your name and the last * digits of your card (feel free to block the initial numbers).*Why do we ask for this information? Like showing your ID and payment card in the grocery store, we ask for these to protect your account from unauthorized use. Once we receive the photos and verify your identity, we’ll be happy to assist you with the next steps and delete all images in a timely manner.**Thank you,**Instacart Trust and Safety Team**I believe this has to do with the order I placed and received today. It was fine. I ordered it using a different credit card, and am wondering if that's what triggered the second email.**Before sending the documents they requested (I want to avoid further confusion, and I' uneasy about mailing those ties of docs), I wrote back requesting to speak to someone, but have not received a response.****. I'm currently not able to use my Instacart account. I'm over ** and have been relying on this service. **Any help you can provide would be greatly appreciated. Many thanks,*Roberta Rossi

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Refund issue
Reported by GetHuman4672073
Apr 18th, 2020 - 2 years ago
Not resolved
Seen by 12 customers so far
Similar issue to 14053 others
0 customers following this


GetHuman4672073 started working on this issue
Apr 18th, 2020 4:04pm
GetHuman4672073 indicated the issue is not fixed yet.
Apr 21st, 2020 12:03am
GetHuman4672073 indicated the issue is not fixed yet.
Apr 21st, 2020 12:04am

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