AIBU to expect an apology

[Bubbles1986]

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.

Maybe the person dealing with it is a fan of the quote "Never apologise. Never explain."!!

That's not on, you should definitely have had an apology. Have a look at their terms and conditions, would they have charged you for a missed or late payment? If so, reply to their email and politely advise them that you will deduct that amount as an administration fee from next month's payment. Also check if you can pay by standing order, then you are in control of the amount and frequency (but it's also down to you to amend/cancel payments during holidays etc). You can call your bank and ask that they cancel the "continuous authority" being debited from your card so that the nursery can't request continuous payment by card.

Yay, I got my apology and they are refunding via bank transfer so it will be back in tomorrow. Happy now :-)

Why should you call them? Because you want the money back.

Why you and not them? Well, then you can call at a time that is convenient for you.

But yes, they really should have handled the first phone call better. And now they owe you an apology and a very swift reimbursement, so have your bank details ready and insist they to do an immediate transfer.

Yay, crossed post happiness

Hi Lou lpu, yes good crossed post. It was meant kind of rhetorical I guess as why should I call them, I work in customer service myself and I always

1- apologise regardless of fault whether the customer has an actual or perceived grievance related to our company
2-i always call back when I say that I will and if its at a time that ends up not being convenient then I leave a vmail or text message to advise I will try later at a specified time (usually 45 mins later) and give the customer an option to call me back at their convenience in the interim.

Make a big fuss; this is not acceptable. Call their head office, tweet them, post on their Facebook page, go there in person, etc. and get the money back by hell or high water. If no apology, make sure you let other parents (potential customers) know. Disgraceful behaviour. Even if they have a delay in refunding the money, they should have apologised properly at the first notification of a problem.

Thanks happy but its resolved now and they are quite a small local company, I doubt they even have a twitter. I'll just make very sure everything else is top notch from them now.

YANBU. Even if it was the bank's fault, it would cost them nothing to say "I'm really sorry for the inconvenience this has caused you" - doesn't admit fault but acknowledges the problem.