Did Snap LLC Revoke a Product Recall Refund Sent to a Disabled Veteran’s Spouse?
Snap Recalls Lithium-Ion Battery for Pixy Flying Cameras Due to Fire Hazard
According to the U.S. Government’s recall notifications website, Snap has issued a recall for the lithium-ion battery used in its Pixy Flying Camera, citing a potential fire hazard. Following the instructions on Snap’s official support site (https://support.pixy.com/hc/en-us), my husband and I returned two Pixy units. We carefully documented the returns by taking photos of each complete unit, including their unique serial numbers, and shipped both in a single box with the provided return label.
On or about November 4, 2024, I received a notification that a partial refund of $286.99 had been credited to one of our debit cards. However, instead of receiving the expected full refund, I was surprised to see an identical $286.99 charge on our second card, effectively canceling out the refund.
Upon reaching out to Snap for clarification, I received the following email from Snap Support in response to my inquiry about the unauthorized charge and incomplete refund:
Email Response from Snap Support:
Kiril (Pixy Support Team)
November 4, 2024, 2:39 PM UTC
Hey Rachelle,
Thanks for reaching out!
Please share a copy of your Pixy invoice(s) and provide additional details regarding the Snapchat charge so we can investigate and assist. If you have previous correspondence related to this matter, please forward it along.
Looking forward to your reply!
Best,
Kiril
Why is Snap Requesting Information Already on File?
This response raised several concerns. Snap already has access to detailed information about the two Pixy units we returned, including the unique serial numbers, the credit cards on file used for purchase, and the original packaging that matched the serial numbers on the devices. Yet, they are asking me to resend this information. Is this a simple oversight, or could it be something more concerning?
Could this potentially be an attempt at fraud? I would appreciate any insights from others who have had similar experiences with Snap or other companies.