AIBU Care4 has taken our money.

[AestheticallyChallenged]

We had some childcare voucher money left in Care4 (about £1600). We use this money for childcare in the holidays. Last year we didn't have need to use it (lockdown), but this year we were hoping to use it to get some help with our youngest over summer so we could concentrate on our middle dd 3 who has anorexia. DH was sent an email on 17th January saying that as we hadn't used our account for 18 months Care4 would take our money if we didn't contact them. Unfortunately my husband missed the email and we have logged on to find that all our money is gone. We have checked the terms and conditions and it does say that care4 can do this. They sent us one email 3 months ago with no reminders. Am I being unreasonable to think that at least they could have written to us? I think this is sharp practice. Anyone with vouchers with Care4 need to be aware of this.

We're moving this thread to our Legal Matters topic for the OP.

YABU. It is made quite clear what happens to unused vouchers. You were sent a reminder and don’t do anything. Your fault.

Yes its true that there is small print that says that if you don't use the account for 18 months you forfeit the money, so yes our fault in that respect that we didn't spot it, or the email. Except as a contract term it seems unfair - if your child is under 16 you might reasonably expect to use the money for childcare at any time. It is a fund of money to use for childcare, not childcare vouchers as I understand, unless that is the same thing. But we rang them and they said they would put the money back today, so hopefully they will. If you don't use a bank account you don't lose your money until its been inactive for 15 years, after which it goes to charity, and even then I think you can claim the money back (but I might be wrong).

It's in the small print / T&Cs and I agree a very questionable clause however they did notify you so you could ask it be kept active.

Withdrawing funds is not so easy as I found out, similar reasons vouchers had been unused over lock down and then new school meant I no longer needed childcare. Care4 would not / could not refund and instead directed me to my employer as the contributions had been taken from my pay. As I understand it employers have no obligation to refund unused vouchers so I was fortunate mine was willing to do so (minus the tax I owed!).