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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Money taken from account...now in an awkward situation.

248 replies

Pollytom · 17/04/2023 18:26

I've AIBU for traffic.

A couple of months ago, I purchased some fitness classes at my local gym. An invoice was sent to my email and I paid for the classes with my instructor. After the sessions, another invoice was sent over (the instructor had incorrectly billed me) but I paid the invoice anyway and notified her of the error, which she just said she would take off next time. There was absolutely no indication at any point that I had signed up to any type of subscription. It was simply an invoice with the amount for the sessions and then the option to pay for the classes using my bank card. There was no contract, and I didn't sign anything that reflected I had entered into any type of agreement.

Anyway, after two block of sessions with her, I notified her that I wouldn't be continuing as I felt confident to do my own thing. No invoice arrived - but a large chuck of money left my account. I've reached out to her to query this, and her response is that she needs 14 days notice and I must continue with this block of sessions. She didn't tell me I needed to give her notice, and she didn't tell me at any point that it was a subscription I was entering into. I don't have a clue how this has happened tbh. Why send me invoices, and then suddenly no invoice but an automatic withdrawal.

I feel awkward now as I needed that money for DD's birthday and now it's gone and will have to continue with classes that aren't even needed.

OP posts:
GoodChat · 17/04/2023 19:57

Have you personally given her your long card number and CVV number etc?

If so, she's stolen from you. If not, you must have somehow set up a repeat payment.

Mirabai · 17/04/2023 20:00

Stripe would have been able to confirm to you though, that it’s not possible for this woman to have taken money from your card without you making the payment yourself.

EsmeSusanOgg · 17/04/2023 20:01

Pollytom · 17/04/2023 18:33

She's just said ' after this month, no more monies will be taken' and hope you're okay to continue. Hope you understand etc.

Reply that you did not book these sessions and had clearly paid as you went (in lieu of any contract that indicated otherwise) that the sessions are not needed and you need a refund immediately or you will be filing a dispute with your bank.

Then file a dispute with your bank. She is taking the micky!

Mirabai · 17/04/2023 20:05

It’s not possible for her to take a payment via Stripe that OP didn’t make. It’s either a Stripe error or a bank error.

EsmeSusanOgg · 17/04/2023 20:05

Mirabai · 17/04/2023 19:48

I don’t see how she can have taken a payment via Stripe.

Have you checked that it’s actually her this money has gone to?

Some systems allow 'repeat billing' to a card, as if it is a subscription. The PT has signed her up toa. Subscription without OP's knowledge. Which is unfortunately not uncommon with some of the less scrupulous companies and individuals in the fitness industry.

PrincessScarlett · 17/04/2023 20:05

I bet you are not the only person she's done this to.

Don't send a polite email. You need to send an email demanding your money back immediately or you will be reporting her for theft.

PrincessScarlett · 17/04/2023 20:06

I bet you are not the only person she's done this to.

Don't send a polite email. You need to send an email demanding your money back immediately or you will be reporting her for theft.

Original poster
Pollytom · 17/04/2023 20:07

I think I may have gotten to the bottom of it...

From the merchant's end, she has two options so it seems. (I have found this from a Stipe merchant account template online). A merchant can either a) - email the invoice to the customer or b) automatically charge a payment method on file.

From what I see, she's opted to do the latter this time...

OP posts:
Scotlasss · 17/04/2023 20:07

I would also ask under GDPR regulations where and how she has stored your bank details to be able to use without sending you an invoice. Seriously dodgey without your consent.

WorkHardPlayHard1 · 17/04/2023 20:11

Pollytom · 17/04/2023 20:07

I think I may have gotten to the bottom of it...

From the merchant's end, she has two options so it seems. (I have found this from a Stipe merchant account template online). A merchant can either a) - email the invoice to the customer or b) automatically charge a payment method on file.

From what I see, she's opted to do the latter this time...

Good luck! You def need to nip this in the bud with her and demand she cancel the repeat billing in front of other people so she has to cancel without a bog fuss. Chancer.

Hankunamatata · 17/04/2023 20:13

What does it say on gyms website or face book or other SM

SquirrelySponges · 17/04/2023 20:15

Pollytom · 17/04/2023 20:07

I think I may have gotten to the bottom of it...

From the merchant's end, she has two options so it seems. (I have found this from a Stipe merchant account template online). A merchant can either a) - email the invoice to the customer or b) automatically charge a payment method on file.

From what I see, she's opted to do the latter this time...

OP, I was about to say this. I use stripe for my business and when you want to invoice someone it gives you two options. Send the invoice and ask for payment or automatically charge the card details you have for them.

When using stripe it automatically saves the customers card details. You can't see them all (only see the last 4 numbers), but they are saved so you can just automatically charge someone's card. Personally I wouldn't do this as it doesn't seem right. And surely you shouldn't as you don't have permission from the customer unless they have signed something. Stripe is an American company so maybe it has something to do with American law rather than British. I'm no expert though! X

MrsAmaretto · 17/04/2023 20:18

Holy fuck! Thanks for the warning, I’ll not be agreeing to payments through stripe after reading this. That’s a system open to abuse

MushMonster · 17/04/2023 20:18

If you didnot sign any paper saying so, she should be in a lot of trouble for taking your money.
But if you signed any terms and conditions with 15 days notice, then you have to accept it, I think.

SeeYouNextTLol · 17/04/2023 20:18

Fucked up

Darcy212 · 17/04/2023 20:18

This is unacceptable! I know that you don't want to make things awkward, however this is not a friendship but a business transaction. She has behaved unlawfully and unprofessionally by storing and using your card details without your consent. Leave all emotions out of it and deal with it in factual terms.

Original poster
Pollytom · 17/04/2023 20:20

@SquirrelySponges - She's definitely done this, yes. It makes sense now. She got my card details through the first couple of times using the invoice payment link method, and then changed it for the automatic payments. Personally, I would never do this and it's left a really bad taste in my mouth.

OP posts:
LudicrouslyCapaciousBag · 17/04/2023 20:21

This sounds like a de facto direct debit (to which you didn’t agree). Maybe someone more knowledgeable knows if you are protected by the direct debit guarantee?

dementedpixie · 17/04/2023 20:22

LudicrouslyCapaciousBag · 17/04/2023 20:21

This sounds like a de facto direct debit (to which you didn’t agree). Maybe someone more knowledgeable knows if you are protected by the direct debit guarantee?

No she isn't protected by the DD guarantee as the payment is done using her card details rather than sort code and account number

TruffleShuffles · 17/04/2023 20:23

SquirrelySponges · 17/04/2023 20:15

OP, I was about to say this. I use stripe for my business and when you want to invoice someone it gives you two options. Send the invoice and ask for payment or automatically charge the card details you have for them.

When using stripe it automatically saves the customers card details. You can't see them all (only see the last 4 numbers), but they are saved so you can just automatically charge someone's card. Personally I wouldn't do this as it doesn't seem right. And surely you shouldn't as you don't have permission from the customer unless they have signed something. Stripe is an American company so maybe it has something to do with American law rather than British. I'm no expert though! X

Show quote history

I was just reading this on their website and I find that shocking. I can’t believe they store card details and allow you to just take money. I certainly won’t ever be using stripe to make payment to anyone.

LudicrouslyCapaciousBag · 17/04/2023 20:23

dementedpixie · 17/04/2023 20:22

No she isn't protected by the DD guarantee as the payment is done using her card details rather than sort code and account number

Show quote history

Ah OK, thank you.

MushMonster · 17/04/2023 20:24

Pollytom · 17/04/2023 19:33

I'm going to send her an email now (polite but formal) and just ask her what's happened because I'm genuinely battled. Perhaps I have somehow signed up to a subscription with her. I can only ever recall paying two invoices using my bank card. That's it.

Did you give her your bankcard details or just inputted them in a paying system?
Because if the second, this is a cery serious issue for all of us!
Imagine everytime you want to order anything online and then they tske money from your account when they feel like it!
This actually happened to me with Fabletics! There is a flipping tiny ticked box that subscribes you if you get their discounted goods. I do like their clothes and I use them, but not enough to be subscribed to it and pay monthly!

MayThe4th · 17/04/2023 20:25

OP, I’m guessing from what you’re saying that the transaction appears on your statement as a visa transaction? In which case how did you submit the transaction? Was it through a provider such as PayPal etc? Or does she have an online payment platform?

dementedpixie · 17/04/2023 20:31

@MayThe4th OP has said she used the Stripe payment system and it stores the card details

Snoopyandthemuppets · 17/04/2023 20:31

Mirabai · 17/04/2023 19:31

You report it as an unauthorised transaction and the get the money back for you.

Show quote history

This is what I did when it happened with me.

Once the bank returned the money I wrote to them and said I had clarified things with the banks as I’m sure it was just an error but that I had not subscribed to anything, no notice period and no one should be holding on my card details, or applying for funds out of my account that it breached the GDPR law and was fraud and stealing. I invited them to ensure their accounts were up to date and ensure none of my details were on file and all my details were removed through GDPR regulations as well as all contact and payment details.

They confirmed they had and apologised.