Hair salon alleging I haven’t paid

[wellbugger]

Posting here purely for traffic.

I had my hair done last weekend. Their card machine was down. The stylist charged me over the app. I checked my bank in front of her and showed her that the money had left my account.

They’ve called me today to say that on their end, the money hasn’t come through. I’ve sent a screenshot of my bank which clearly shows that the money due has left my account and gone to them.

AIBU to think this is their issue now? I’ve paid, if they’re having issues with their app that’s not my problem

Sounds like a really crap system. Absolutely not what you need when money is already tight for so many people.

I used to do similar for a council service, and 9 times out of 10 it was people that banked with Santander that had the most problems for some reason. I don't know if they were especially slow at releasing the hold on money for failed payments, or their system was particularly prone to falling over.

No. It’s a booking with them and they select my card and debit it.

This. I don't get paper bank statements either, but I can download PDF files of my statements, and they're only available after a certain amount of time once a month.

Ok, so what did they say when you asked if they have contacted fresha?
Do they understand that fresha is holding their money?

You really do just need to ring your bank and they can tell you exactly where the money has gone or if it’s being held and will return to you. In the time you’ve spent replying to this thread it would have been sorted by now.

They won’t. They’re insisting it’s me.

@wellbugger this exact thing happened me before. The money was sitting in no man's land essentially and it reappeared in my bank account a few days later. On your statement it is probably under 'recent/pending transactions' those are ones not yet fully processed by the two sides to the transaction.

Honestly, phone your bank and explain and ask what they can do to help.

Well there is nothing more you can do. Keep an eye on your account in case it is repaid but otherwise just forget about it. It is the salon's problem.

Stay calm. You have paid so you haven't done anything wrong. You can show them online at your appointment that the money has left you account. They need to speak to fresha. If they don't use the app much they have probably got a setting wrong or something has been allocated wrongly in the back end.

However I know from a banking perspective when money gets stuck somewhere in the banking system it is normally easier for the person paying to ask their bank to trace it and see where it is. The receiving side doesn't have much information to be able to do this. You could ring your bank and ask them to do a trace. This takes around 10 days to come back though.

No one sensible would pay twice in your scenario so stay calm about that.

I use fresha all the time. Have you checked on your account for whatever card is on the system? If it’s on the bank statement then you have paid and their issue is with fresha.

I think they are being unreasonable. They don’t have a dispute with you. They have a dispute with Fresha. You paid money to the salon, using the method that they requested on the day, and their provider has not yet passed on the money. I think your next question to them is “where do Fresha say that those funds are?”. I don’t think they have contacted their app provider because it’s easier to pester you. You HAVE paid them. Fresha have not paid them. You don’t have a business contract with Fresha, they do. Please don’t let them bully you

Atop panicking.
You’ve done all you could possibly do. Money has left your account, app shows transaction complete. THIS IS NOT YOUR PROBLEM.

Time to take a firmer stand as it’s starting to sound like they are harrassing you; they chose to use the crappy app and it’s their issue not yours. Tell them you’re willing to cooparate and speak to your bank etc etc again but WILL NOT tolerate any futher harrassment and accusations from them. Let them call police if they want to waste their time. Tell them you will consider putting your experience on social media as it is getting hostile and causing you stress, when you PAID.

It will all sort itself out, you’ll see. But in the meantime they are being bullies and that’s not ok.

Is the money in your pending transactions or is it actually on your transaction list? If it's in pending then they won't have the money and the fact there's an error somewhere would mean they haven't taken the money. If it's on your transaction list then they have the money and unless you paid the wrong place are taking the p.

If they keep insisting they don't have the money (which they will If it's on your actual transaction list) then you'd need to raise a dispute with your bank. I would not agree to pay them anything else though until I had that money back as if they have taken the money then it can't have been anyone else other than their bank

Dont be bullied into paying again (especially as you say you cant afford it)

You have upheld your end of the agreement in paying by their app at their insistence. The monies are no longer with you so its not your responsibility to chase them. They need to raise a case with Fresha/their bank

Have they actually checked their own fresha? My friend uses fresha for her business and once they go over a certain amount fresha doesn’t send it them unless they pay a fee for the additional funds. She’s also had issues recently getting her money out of fresha

It sounds like the payment is pending on Fresha – and that's their issue, not yours. Have they checked Fresha to see if it's pending?

Stand your ground, OP. Meanwhile, do some investigating at your bank to cross the “t”s and dot the “i”s.

Seriously, don’t sweat it.

And i wouldn’t go back to that salon ever again. And i would let them know exactly why. Their treatment of customers sucks.

On Fresha you can get a copy invoice that shows your invoice payments.
Go to book again and then copy invoice. I've uploaded a screenshot but might be slow..

That’s a good point OP? Is it sitting in the pending section of your online statement?

Yes I’ve sent this to them

It’s marked as complete on fresh

Sounds like they don’t want their money that bad. If they push this with you in person I would be pointing out the fact that the money has been taken, you’ve got two screenshots to show of this and their reluctance to do anything to chase it point in the direction of them being the ones who are scamming. Very unprofessional.

I would simply say: I have shown you two screenshots of the money being taken from my account, I’m not sure what else you expect me to do other than keep an eye on it to see if it comes back. Do tell me what Fresha say once you speak to them.