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

It's happened to me, and it was from a Nationwide account. The payment showed as having gone through but it hadn't. @wellbugger, contact the bank and speak to a human being.

Can you ask them to call Fresha whilst you’re in there tomorrow?

No. Because that's how you book the appointment in the first place- and pay your deposit- via the Fresha app.

If the money has left your account and not bounced back then the salon needs to take it up with Fresha.
Personally I've never had a problem with it.

When I spoke to the bank, they confirmed that the payment had NOT left the account, despite the confirmation I'd had online. @wellbugger .

My sports therapist uses Fresha, its a bugger for being slow to transfer to the end user (salon in your case).

The issue is theirs to fix, you have provided all the evidence of payment

The bank have now confirmed it’s left. So it’s purely on their hands

OP stop engaging with them.

I can’t believe that posters are suggesting going in, ringing them, printing out bank statements etc.

You’ve sent a screenshot of your account.
It has left your account.

If it does go back in then contact them and let them know and pay it.
Otherwise, do not keep wasting time engaging with them when it’s their issue.

Thanks for the update.

(My transaction was to a colleague after a work's night out - she got my boss involved. V. embarrassing, but I'd already spoken to the bank, and had the payment remade and confirmed by the bank by then.)

Best wishes.

If you really think they're going to call the police on you over this then they don't deserve you as a customer. You've proven the money has left your account.

If I were you I wouldn't bother go in there to 'reason with them'. You've paid. That's the end of the story as far as you're concerned.

Be glad it wasn't cash as then it's be harder to prove.

Oh thank you that’s helpful as I do use Fresha to book short and fairly inexpensive appointments like my eyebrow wax .
And I only do that because it’s tricky to book over the phone ( therapists are busy treating their clients)

This isn’t your issue.
You have proof of payment and the funds have left your account. They need to contact their provider to understand who they can recover the funds at their end. You have proof of payment, they can take you to court if they like - they’ll get nowhere.
I would be sympathetic to their issues initially, but carrying this on when there is nothing you’re physically able to do is not acceptable. They need to raise a dispute with Fresha.

Have they actually said this though? Have they asked you to pay again?
Or have they just asked you to check? Given that you said I think then it just sounds like they're checking. They've not answered your screenshot message so for all you know it might be sorted out their bank may be dealing with it.

They have answered. Read my posts.

Have you actually spoken to someone at your bank?

@Jacopo , she has. Read her updates.

Well you've sent them evidence from your bank and from Fresha there's not much else you can do other than go in and insist they contact either or both while you are there.

I've used it to book but I've not paid with them

All of this. You’ve done what you can. Keep an eye on your bank account in case the payment is re credited to your account. If this happens, pay the salon. Don’t jump through any more hoops.

One thing i will say about checking your bank is that if it does get refunded it may not be at the top of the list. I had this once and the refund was credited way down the transactions to the day i originally made payment even though it was a few weeks after (it was something i sent back)

Just read the OP surely?

Yeah just send them a message saying. “Thank you for your messages. As you know, I was advised by you to use the Fresha app as your card machine was down. I have send you evidence that I made the payment and my bank has also confirmed that the money has been debited from my account. If you have not received it, I suggest you take it up directly with Fresha. I will not be making any further payment at this stage and I would appreciate it if you would stop contacting me about this now.”

Surely at this point they are harassing you.

You can ask your bank to trace the transaction to find out what happened to your payment.

It sounds like they are not used to how Fresha works. I pay for hair and nails with Fresha. Both places don't have card machines so everything is done via the app. I book, pay the deposit and then when my service is complete they click a button and the balance goes out.

If they usually have the balance via a card machine they might not realise that sometimes it takes a while for the money to hit their account from Fresha.

No need, the payment was made to Fresha. Fresha now need to pay the salon.

God, I hope they’re better at hair extensions than they are dealing with money! Can you speak to Fresha?

if you have evidence the payment has been made and they are refusing to query it with Fresha, I’m really not sure what you can do. Either, you go in bold as brass and get the extensions checked and say that this is for them to take up with Fresha or you never see them again. I’d suggest the first as it isn’t your fault. I’ve had to be similarly brave when I’ve gone in saying my obviously orange hair hasn’t taken as it usually would and they use every excuse under the sun that it’s my hormones or I used silver shampoo to quickly. They do what they want.