2025-05-28T17:53:55Z

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In an astonishing incident that highlights the pitfalls of digital payments, a woman from Toronto found herself embroiled in a financial nightmare after a simple pizza order spiraled into chaos. Naya, the woman at the center of this unfortunate event, ordered a pizza from Domino's on March 30, expecting to pay a modest sum of $72.53. Little did she know that this seemingly straightforward transaction would lead to a staggering $7,200 charge on her credit card, almost 100 times the intended amount.

Initially, Naya thought nothing was amiss when she made her order online. However, her world turned upside down days later when she noticed two missed calls from Domino's. Assuming they were nothing more than routine customer satisfaction surveys, she ignored the calls. The reality hit her when she checked her bank statement and discovered an alarming email warning her that she had exceeded her credit limit. Panic set in as she realized that her credit card had been charged a jaw-dropping $7,253, an error that could have serious implications for her financial health.

Immediately, she contacted Domino's to rectify the situation. However, her first interaction with the customer service representative left her feeling dismissed. "The employee couldn’t care less," she recounted, expressing her frustration over the lack of urgency in addressing such a significant error. A follow-up call yielded little improvement, with the representative seemingly shifting the blame onto Naya, despite the fact that the erroneous charge was a result of Domino's pricing system, not her actions.

"I don’t understand at all how this could have been my mistake," she implored, describing the tone of the Domino’s agents as “rude” and unhelpful. Feeling increasingly exasperated, Naya decided to escalate her concerns to Domino's corporate offices, hoping for a more satisfactory response. Unfortunately, her efforts were met with silence; she received no apology or compensation for the distress caused by the mistakenly inflated charge.

Meanwhile, her bank, Scotiabank, informed her that processing disputes could take anywhere from 30 to 90 days. Determined to resolve the issue swiftly, she filed a formal dispute on April 1. Yet, when she reached out to Scotiabank about the status of her case on May 1, she was disheartened to learn that no investigation had even begun.

"Seven thousand dollars is a lot of money, and this was a time-sensitive issue," Naya explained, emphasizing the potential damage to her credit score due to the overcharge. Frustrated and feeling powerless, Naya turned to social media on May 19, posting a TikTok video that detailed her ordeal. The video quickly gained traction, resonating with many who have experienced similar billing mishaps, exposing a troubling trend in digital transaction errors and inadequate customer service.

In her statement to Now Toronto, Naya expressed her dismay at the lack of acknowledgment from both Domino's and Scotiabank. "I definitely have not received an apology from either," she stated, noting that while Scotiabank eventually credited her the $7,000 temporarily as they investigated the matter, Domino's had yet to reach out to her.

Despite the turmoil, Naya found solace in the overwhelming support from the online community, who shared their own experiences with billing issues. "It’s very sad to see all the people in the comment section of my video who have unfortunately been in similar situations," she reflected. She expressed gratitude for the helpful tips and suggestions offered by viewers, hoping that others could avoid similar predicaments in the future.

As of this week, Naya provided an update on her situation. Scotiabank confirmed that they had credited her the funds as a temporary measure while continuing their investigation. "That’s honestly all I wanted from the beginning," she said, grateful for the community's support that helped thrust her story into the spotlight. "I know that they wouldn’t have looked into it if it weren’t for all the support on my videos… I hope that this helps Domino’s and Scotiabank do better in the future so people can avoid these situations."

In light of this incident, Domino’s Pizza Canada issued a statement clarifying that its stores operate as independently owned franchises. They advised customers facing similar issues to reach out to the specific franchisee for resolution. Ken Harrison, Domino's Chief Commercial Officer, revealed that the franchisee had attempted to contact Naya shortly after the charge was made, but when she responded, she had already begun the chargeback process with her bank. Harrison noted that the franchisee anticipated that the overcharged funds would be withdrawn once the bank completed its procedure, emphasizing that issuing a direct refund could lead to a double refund situation.

Meanwhile, Scotiabank reaffirmed its commitment to assist Naya, stating, "We are working with the client, and the disputed transaction has been reversed." This incident serves as a critical reminder of the vulnerabilities associated with digital transactions and the necessity for effective customer support during such crises.