Double payment

[littlebillie]

Just realised today that the money exchange service we used at a leading retailer has taken my payment twice. I won't bore you with how awful my day has been.

But reasonable compensation would you request they have had my montes since 29th Aug

Compensation?

Well, what have you lost?

Sometimes shit happens and as long as they correct it and return the payment now that you've highlighted it, you don't need compensation.

If the payment caused you to go over drawn and incur charges - then they should compensate those.

You could say you've lost 17 days of interest at the Bank of England base rate? Pennies, I expect.

It sounds like you're after some "sorry" vouchers?

Which would be nice of them and good service.

But I just think - it happens, get it sorted, forget about it.

I was OD and yesterday card declined while at the cashier on my day off and 3.5 hours of trying to work out what happened. It took them three hours to repay it. I think worst thing was I was promised it if was taken twice it would have been immediately refunded.

If it had been no issues I would have left it. However I haven't even had a call from a manager 😳

TBH 3 hours to get something repaid is quick in terms of businesses etc.

Compensation is supposed to reflect the loss caused to you, so I'd figure out how much I'd lost as a result of their mistake and go from there.
Mistakes happen, whether human or machine error. Big organisations aren't infallible. It's how they deal with it that's the important thing.

It took them three hours to repay it.

That's very good tbh.

They rectified the mistake within 3 hours of it being identified?

You deserve damages. Perhaps see a solicitor

Why do you want a call from a manager?
You worked out the issue, you notified them, they corrected it.

Why did it take you 3.5 hours to work out what had happened?

If I was unexpectedly overdrawn, I'd flick back through my online statement (or call bank if you're not managing your account online) and spot a double debit in about, ooooooh... 10 seconds?

I actually don't check my transactions, but I do stay aware of my balance. Get online banking if you don't already have it, and check your balance regularly.

Sometimes mistakes are made. That's not good. But system and human error on card payments is, I think, the price we pay for the overall massive convenience of not having to walk physically to shops with bags of cash.

It was a shit day, it's sorted now, move on.

Why do you think a manager should have called you? If a member of staff rectified the mistake within 3 hours (and that's pretty quick in the grand scheme of things) then surely that's the matter resolved? What good would be done by a manager phoning you?

I think you miss the point, at the time they promised if it had been taken it would be returned to my account within days. I have no problem with that. However they took my money and were happy to keep it, exchanging money is a monitored and ML transaction, this money should be accounted for at the end of the day/week/period. It is very odd they should still have it after a few weeks. It was no small sum.

Ah so you knew it might have been taken twice a while back and didn't check after a few days that either it hadn't been taken or refunded? If it wasn't a small sum how did you miss it for so long?

We're not missing the point, you're failing to actually explain what happened.

So you clearly knew there was a risk of it having gone through twice. Yet you waited until your card bounced before bothering to check.

Yep - I'm totally missing the point here!

Thank you for your help you've been brilliant and supportive

You're Welcome 😊