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Original poster

Nursery saying they refunded us... help!

30 replies

cjt110 · 15/08/2018 15:10

Our son's nursery are saying they made an error in Dec 17 and reimbursed approx £190 to us, after I had paid them via card payment. They are saying they will add this to our next invoice.

I have a record of the funds leaving our account but no record of them coming back in. Bank also has confirmed we have never received a credit from our nursery.

Typically, the person who sent the email, and the other accounts team members are not there.

Fuck. I'm so angry.

OP posts:
Pecano · 15/08/2018 15:14

Have you got online banking? Ask them to provide proof that the money was transferred, then send a screenshot of your bank transactions from that date.
Definitely do not pay the additional money unless they can prove its come back to you!

Original poster
cjt110 · 15/08/2018 15:20

Pecano Yes - I can't see it coming in at all - only the debit for the amount I paid. They have said they will add the £190 to our current bill and would we please contact them by 28/08 to confirm how we will pay.

I think I'm most angry that no-one is there to take my call. I called literally 5 minutes after the email came - probably less.

OP posts:
GeorgieTheGorgeousGoat · 15/08/2018 15:20

Gosh why does it make you so angry? Seems a bit of an overreaction to something that can be easily sorted.

NewYearNewMe18 · 15/08/2018 15:23

'adding to your current bill' - does that mean deducting from this months bill ie if you are usually paying 1,000pcm, this month you will only be charged 810, as opposed to reimbursing ?

FrillySpidersWillys · 15/08/2018 15:25

I think OP means adding to her current bill as in this months bill plus £190. I would go to the nursery if you could op with a bank statement to show you never received a refund

honeysucklejasmine · 15/08/2018 15:25

I take it mean they refunded you in error, so will be charging, say, £1190, rather than £1000.

OP Definitely ask for proof. Hopefully it's an easily solved misunderstanding.

DoJo · 15/08/2018 15:25

NYNM I think they are saying the OP owes them an additional £190 that they had previously reimbursed her in error.

ReservoirDogs · 15/08/2018 15:29

No op says they reimbursed her incorrectly in December so sent her a refund to her card. So they now intend to add it back on to her next month's bill - so using your example bill her 1190 instead of 1000.

OP - send an email immediately stating that you have not received a refund and asking them to confirm which card they think they have refunded it to and that they check with their bank where it was sent.

Freshprincess · 15/08/2018 15:31

email back and ask them for date they refunded you, and confirm bank details as you haven’t had the money.
They’ve probably refunded someone else and are getting mixed up.

NaomiNagata · 15/08/2018 15:32

They've probably refunded the wrong person. Once you've spoken to them, it will be easily fixed as you can show proof you don't have it.

But do calm down - errors happen and they can't debit your account so you won't lose any extra money. It will be sorted before you pay the next instalment.

Stimmyplip · 15/08/2018 15:32

Good grief. You can sort it out tomorrow no?

Stimmyplip · 15/08/2018 15:33

It's most probably a mistake. Which is easily fixed.

Original poster
cjt110 · 15/08/2018 15:36

@GeorgieTheGorgeousGoat I was cross because £190 is a fair chunk of money to be supposedly sent back to you and never materialises.

Yes they were saying adding to as in in addition to the current bill of 190 it will be 380.

My bank has confirmed no payments whatsoever received.

Have just received a further email basically saying "Whoops sorry - our accounts software had a glitch in it and we never reimbursed you anything in the first place"

OP posts:
whatwouldyoubelikeat28 · 15/08/2018 15:36

When you have very little money, unexpected bills make you very very nervous, angry even. The anxiety, coupled with being unable to reach someone to fix it, can be debilitating. Give her a break.

Ignoramusgiganticus · 15/08/2018 15:37

So you didn't receive the £190 that they say they gave you and are now going to bill you for this to get it back?

Original poster
cjt110 · 15/08/2018 15:39

@Ignoramusgiganticus Cross post. They now say they did not reimburse the funds - it was a glitch on their software and a measly "Sorry for any inconvenience"

Yes - £190 to find out of your arse isn't easy for some. Especially when they are saying they sent it back to you.

OP posts:
Noodledoodledoo · 15/08/2018 15:40

If it makes you feel better, our nursery have just tried to charge me £900 too much for next month.

Huge communication issue raised repeatedly has put my kids on full time, even though I confirmed my days on the 26th of June (they potentially change every year so I give them as much notice as I can) plus have messed up my eldests invoice completely - I can not even work it backwards to get the rate I am paying to match any of my communication!

There normal repsonse is I can't change the invoice so you will have to pay and we will adjust next month - we can't afford to sub them £900!

Ignoramusgiganticus · 15/08/2018 15:41

Crisis averted. Phew

GeorgieTheGorgeousGoat · 15/08/2018 15:43

Ok so it’s sorted already then? Confused

Original poster
cjt110 · 15/08/2018 15:43

Quite relieved but also still miffed at the "send an email out and have no-one to deal with the queries" approach. Apparently it has occurred to a few parents (I have spoken to my son's keyworker as she was the only person I managed to contact!)

OP posts:
Original poster
cjt110 · 15/08/2018 15:43

GeorgieTheGorgeousGoat It has been sorted during the lifetime of this thread - yes.

OP posts:
whatwouldkeithRichardsdo2 · 15/08/2018 15:46

Request proof of reimbursement from the nursery. They have to provide it or it didn't happen.

Don't be angry. If it takes a while adjust your payment accordingly until the dispute is rectified. If you pay by DD/SO then cancel it so you are in control.

whatwouldkeithRichardsdo2 · 15/08/2018 15:47

Glad it's sorted.

Guienne · 15/08/2018 15:50

OP, the fact that someone has sent an email out doesn't require them to be glued to the phone for the rest of the day in case someone wants to phone in response. The email may have gone out automatically, the person who sent it may have gone to the loo or gone for a break. All you needed to do was reply by email to ask them to send details of when the reimbursement was actually made: that would probably result in a quicker resolution than would be the case if they had to spend 20 minutes on the phone to you.

Mummyoflittledragon · 15/08/2018 15:53

Glad it’s sorted op.

Noodledoodle
Your situation is horrendous. Accounts people can be such arses. My mother received our money in error and we were told to ask for her to give it to us as they couldn’t be arsed to sort it themselves. That would be ok I suppose except that when the gave us too much money in error they expected us to reimburse them rather than let us keep the money and not pay us the following month. One rule for them. Another for us.

I wouldn’t accept this, they’re just being lazy. It’s very possible to reissue and invoice even if they have to get someone in IT to adjust it.

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