To object to Waterbabies' taking money from my account...?

[rocsky]

Just a little warning to anyone on a Waterbabies course: When you sign up for the first course they keep your credit card details and automatically assume you'll be doing the next course unless you tell them otherwise. Courses aren't cheap (£135 for 10 weeks) and to have that amount come out of your account is quite a shock.

It does say in their ts and cs which you sign when you start that they will do this but, as anyone who has a very young baby will know, you don't remember the small print 3 months later! They also send you an email but if you don't check your emails within 12 days then they take the money without your permission.

Admittedly, it's my own stupid fault for signing it and not checking my emails often enough (although I was away for most 8 out of the 12 days). Despite that, I'm sure many other people have been caught out too so just saying beware so no-one makes same mistake as me.

I've just found out the hard way that this is the way they operate (it's called rolling authorisation apparently). It's not illegal unfortunately - although it probably should be! - but I think it is an unethical way to conduct your business, especially when most of your customers are mums on maternity leave and therefore with limited income.

When I complained the lady on the phone was quite abrupt and refused to refund me the whole amount, keeping £10 back. On top of that, the venue they used in our area (Sussex) wasn't really appropriate - very cramped for changing babies, nowhere to park and the pool which was meant to be a hydrotherapy pool, was never as hot as it should have been so I had to put my baby in a wetsuit to keep him happy. They have agreed to change the venue now but we've already had 9 lessons, so only one left!

I'm not dissing swimming at all - it's great to take your baby swimming and build their confidence but it's worth being more careful than I was when you sign up. One of my friends specifically asked them to destroy her cc details so they couldn't take her money when it came to the next term - that seems like a good idea.

Sorry, but I do think YABU on this one. As you acknowledge, they don't hide this and send you an email. 12 days is a pretty long time not to check it. Usually these courses have waiting lists and they want to organise the classes. If you can afford £135 on swimming lessons whilst on maternity pay, you can't be that skint. Council lessons are about £50 a term. (and yes I know there are often waiting lists). As to the venue, that is a separate issue and I would be annoyed about that if I was paying that much for a premium service.

it's good you've brought this to people's attention, BUT as you say yourself it is in the T & Cs and they've emailed you, so the onus is then on you to cancel the direct debit

Yabu, they emailed and texted me with 10 days notice. They also made me aware when we first booked, not sure what more they can do.

YABVU

it clearly says on their website that they do this and why - so that people who want to continue automatically can - rather than being a typical new mum and leaving it to the last minute and finding out the next course is fully booked....
oh and most people do check their email a bit more often than fortnightly..

I think you're being unreasonable.

I've done Waterbabies courses, and remember when they changed to this system. Think it was mainly because people kept forgetting to re-book at the right time, and losing their place on the course because of it, and getting upset about that.

I also remember them being very clear about the system, and as you say they send out the email reminders too.

YABU. It's just like any other direct debit in that the onus is on you to cancel if you no longer require the service and you didn't do it in time. Accept responsibility for your own mistake.

I don't think it should be legal for companies to have you sign up in that fashion without giving you the opt out there and then. So I don't think you're U to be annoyed. But I don't think you have a leg to stand on legally.

Also, most baby swim sessions advise wet suits these days don't they? Thought that was pretty standard, regardless of how warm or otherwise the water is?

Yabu - they give plenty of prior notice, I am sure that I have received 2 emails so far this term reminding me of when the payment day is and the instructor reminded us at the lesson. Sorry but you cant blame them for you not remembering if by your own admission they gave you prior warning.

very good point mrsmellow - waterbabies recommend double nappy (swim nappy and wetsuit type) and a wetsuit - so actually the water temp was probably fine for purpose considering what they advise...