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AIBU to expect an apology

(35 Posts)
Bubbles1986 Wed 05-Aug-15 09:56:21

I just checked my account and it turns out DS1's (age 5) holiday club have taken double the amount (two lots of £180 instead of 1 lot of £180). At £35 per day plus £15 admin fee and no food included, they aren't cheap, yet when i informed them they said they would look into it and see if they can arrange a refund. Absolutely no apology. If he wasn't so keen on attending i would have cancelled right there an then. I'm absolutely fuming.

fleamadonna Wed 05-Aug-15 09:59:28

that's a shitty attitude.

just sit there quietly please while we see if we can return the money we shouldn't have taken.

Euphemia Wed 05-Aug-15 10:00:31

I think you may be jumping the gun - maybe it was an error at the bank? They need to find out who's at fault before apologies can be issued.

LurkingHusband Wed 05-Aug-15 10:11:15

How was it taken ? Direct debit ? If so, the DD guarantee should cover you in the short term.

Jen1610 Wed 05-Aug-15 10:13:12

call up the bank today and tell them what has happened and they will return it over night if it was just today it came out.

backwardpossom Wed 05-Aug-15 10:14:09

Apology for what - it may not have been their fault?! They're looking into it and then if they find out it was their fault and do arrange the refund, they'll probably apologise then. If they don't, that's the time to be annoyed about it. YABU to be fuming about no apology at this stage.

dexter73 Wed 05-Aug-15 10:15:39

I suppose they have to check first that what you have said is correct and what caused the problem. I'm sure they will apologise if they find out they have made a mistake.

Bubbles1986 Wed 05-Aug-15 10:22:01

You are right, I think my initial anger at such a large amount of money being taken from me at such an inconvenient time has made me be a bit rash in my thinking. I'm sure they will apologise if its them who made the mistake. If its not them and its the bank do I just contact them to arrange reimbursement?

MaxPepsi Wed 05-Aug-15 11:41:05

How do you pay them?

Direct Debit or Standing Order?

Is it the first payment you have ever made?

missmoon Wed 05-Aug-15 11:54:22

I think they should have apologised, even before checking who had made the mistake. It doesn't cost anything to apologise, and it's good customer relations. YANBU, I would have been fuming too...

Yes, it might not be the Holiday Club's fault, but it doesn't sound as if they were terribly concerned about what had happened.

It's the difference between - "OK, we'll look into it and get back to you. Goodbye", and "Oh heavens - that shouldn't have happened. I will look into that right now and find out what's happened for you, and get back to you as soon as I can". The first response makes the client feel they've been brushed off, whereas the second makes them feel their issue is being taken seriously - even though there is no practical difference in what the company, in this case, Bubbles' dc's holiday club, is either saying or doing.

Bubbles1986 Wed 05-Aug-15 12:34:39

Thank you stgd, you put that very eloquently, that is which I thought, an apology isn't always admitting direct fault, but making the customer feel as if their concerns are valid and like you said, will be taken seriously. Maybe fuming was over reacting but I am certainly still a bit miffed.

Sorry for the delay in response, it was a one off payment taken over the phone, I'm not sure what that counts as. I used a debit not a credit card.

HelsBels3000 Wed 05-Aug-15 12:40:29

Assuming it was a direct debit - you call the bank and say ' I wish to claim under the direct debit guarantee scheme as this amount has been deducted without my authority' it will be recredited to you from the bank straight away. They will then act to get the funds returned from the Holiday Club.
It couldn't be a standing order - as that money is 'sent' by you. Direct Debt is 'taken' from you.

MaxPepsi Wed 05-Aug-15 12:43:57

In that case it is more likely going to be their fault. They may well have pressed the 'process' button more than once.

I did this once - for a payment of £2k. My payment system was playing up and I didn't know. I ended up taking £6k out of the account. Thankfully it was a credit card rather than a debit so no major issues for the client, but we did a same day refund and gave them a goodwill payment.

Raise it with your bank anyway, tell them they have taken a duplicate payment in error - can they set the wheels in motion to claim it back. May take a few days though.

Bubbles1986 Wed 05-Aug-15 12:53:05

Thabkyou hells and Pepsi for explaining the financial side for me. I don't blame then as such as I know mistakes happen, it was just like i said before good customer service would have been to show some sympathy or sorts. I'm not sure if I should contact the bank yet, maybe see what the company say and if they will refund or not and take it from there. Whilst its a large amount of money for me luckily we can survive until payday so its not a massive massive inconvenience.

whois Wed 05-Aug-15 13:01:36

Of course they should apologise

"I'm terrible sorry this has happened, let me look in to it and find out what is going on and get back to you asap'

Apology doesn't always meant it's your fault!

HelsBels3000 Wed 05-Aug-15 13:26:51

No you really should contact the bank straight away - thats what the direct debit guarantee is there for! To protect people from mistakes that could cause financial hardship. Honestly, there won't be a problem, bank will sort it, its very easy. You shouldn't have to 'survive' untill payday!

HelsBels3000 Wed 05-Aug-15 13:27:32

until*

missmoon Wed 05-Aug-15 13:55:29

I think you should call the bank straight away, they'll be able to tell you who made the mistake, and also advice on what to do next. Especially as it was a phone transaction, it doesn't sound like the bank would be at fault. You can then call the holiday camp straight afterwards to inform them of what the bank said, and demand action (this is what I would do, if sufficiently upset!).

19lottie82 Wed 05-Aug-15 14:27:16

Why won't you call the bank? I don't understand the problem?

Bubbles1986 Wed 05-Aug-15 14:43:12

Cos if they look into it and realise their mistake then arrange a refund and in the meantime I've phones and got a refund from the bank I might end up with 2 refunds and an even bigger mess. I don't want to piss off the people who are going to be responsible for my child. I'll wait till they call back and if its unsatisfactory response then I'll contact the bank

19lottie82 Wed 05-Aug-15 15:19:45

How are you going to piss them off? Just tell them you you will just claim it back from the bank under the DD guarantee. That way you get your money back and they don't have to run around arranging a refund........

MaxPepsi Wed 05-Aug-15 15:27:21

There is no DD guarantee with this instance.

Payment was taken by card.

A debit card at that - which means they may do nothing at all as it's not their problem as such.

Bubbles1986 Wed 05-Aug-15 15:33:06

Just got an email saying "we have looked into it and we have taken double the amount required. Please phone us on xxx- xxx (their contact number) and we will refund you."

No apology in the email. And why should I call them when they said said they would call me? Grr

Bubbles1986 Wed 05-Aug-15 15:34:18

All I want is a little bit if customer service and an apology

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