Our account was suspended. We requested it be placed under suspension because we did not want to continue the monthly club at the time. During that call we were advised that we would be notified before it became active again and before we would be charged. This was incorrect. We were charged for a shipment and not notified ahead of time. The shipment was sent to an address we no longer reside at.
We requested they reship the cigars to our new address or refund us, they refused either option. I escalated to a manager who stated they would return my call later that day. When the call was returned they advised that it was our fault that we did not notify them that we moved 4 months ago, and that we will not get the cigars, nor would they refund us for merchandise we did not receive. I advised this answer would result in me contacting my bank to start the dispute process.
Our bank attempted to contact them today, to which Thompson Cigars immediately hung up on our banking representative as soon as he mentioned he was with Bank Of America. We called back again, this time I answered the representative. We spoke with an extremely rude representative that once again, advised it was our fault for not notifying a company we have no contact with in at least 6 or 7 months that we had moved. We do have a forwarding address on file with the USPS, however, as of today, nothing has been forwarded to us. It is not fair that we are being charged for a shipment we have not received, and that the company, Thompsons Cigars, refuses to refund. It is unethical and a scam.