Help with RAC - Where do i go from here?

nich29580

Basically RAC took my yearly membership payment off on the wrong date and i accrued £93 of charges back in July 2008. i was originally ensured a refund of my bank charges if i provided copy of said charges and details of the matter. needless to say im still waiting :mad: . Anyways heres a copy of my original letter :

I refer to the above matter and to my conversation today with Chris (ext33304) at your Customer Services Office.

To summarise the ongoing circumstances, my years membership was coming to an end on 27th June 2008 and I wished to renew this at a cost of £49.20. Due to unforeseen circumstances I had insufficient funds in my account to cover the renewal fee and telephoned your offices a week prior to the 27th June 2008 to ask that the switch payment came off my account on 10th July 2008 as I would have sufficient to cover this. I was advised that this was okay and that this had been set up for 10th July 2008, and it was also pointed out to me that I would not be covered for these few weeks to which I replied this was okay as my car was going to be off the road in any case. Unfortunately when I contacted my bank on 01 July 2008 I was advised that the switch payment had been taken from my account on 27th June 2008 and as previously stated there were no funds to cover this and as a result I have now incurred £93.00 in total of charges (a breakdown of which is undernoted, and copies of which are enclosed.) I have today contacted your offices as previously mentioned and Chris has advised that on your computer he could see my request to change the date had not been carried out properly and therefore I should forward a copy of my bank charges and that he would listen back to the taped previous conversation and get back to me in due course.

I have always been happy with the service provided by yourselves and have no desire to cancel my Membership if this matter can be resolved to my satisfaction. I would also like to take this time to thank Chris for his helpful and swift dealings in this situation.

I look forward to hearing from you in due course.

Undernoted:
£35.00 Guaranteed Card payment fee
£30.00 Referral Charge
£28.00 Maintenance Charge

No response was received and i subsequently sent them a reminder to which they replied and asked for more details. i then sent them the following:

I refer to the above and thank you for your response dated 03 September 2008.

Unfortunately, I cannot confirm exact dates and times as to when I had originally called to change the date of the Direct Debit from 01 July 2008 to 10th July 2008 although I can confirm it was the week prior to the 27th June 2008 on either Monday 16th June 2008 or Tuesday 17th June 2008. Also rather regrettably I did not take the name of the Agent I spoke to or thought to ask for any proof of confirmation as I was assured my request had been carried out and had no reason to think otherwise as I have never experienced anything but excellent Customer Service from yourselves in the past and assumed that the same would have applied in this instance, and never I gave it a second thought until I checked my bank statement on the morning of 02 July 2008. When I realised the error I promptly called your office on the same day (02 July 2008) and spoke to your Agent Chris (ext33304) who was extremely helpful and understanding. He informed me that from what he could see from your computer system my previous call been dealt with by an “outsourced agent” and that there was some reference to my request on your computer system but it unfortunately not been executed fully to conclusion and this is why the error occurred. He did go on to confirm that as it was indeed an error on your part and that he would try to find my original telephone call as it may have been recorded and that as long as I sent details of my bank charges I would be entitled to have these reimbursed.

I hope that this is helpful in the matter, and I hope I will not be penalised or denied a refund for not having exact details as it simply did not cross my mind to confirm all these details

I look forward to hearing from you in due course

They responded and asked me to allow them a further 21 days to investigate, which i have done and to which I have sent of a further response now their 21 days up.

help, suggestions, templates would be greatly appreciated. My other half seems to think they are stalling for time in the hope I might forget/give-up but that is simply not the MSE way :rotfl: :rotfl: :rotfl: Rest assured if the tables were turned and I owed them money they would be chasing me :mad: :mad:

PS: Sorry for the length

brightonman123

call again, and ask to s/w supervisor- shouldnt take this log to sort a query / refund..

otherwise, do a chargeback request via your credit card?

nich29580

Thanks for the quick response and suggestion Brightonman

never made payment with CC it was a switch payment with my bank card. i want to continue to correspond in writing, its frusting when you phone and continually have to go into the same details over and over - tedious and gets me nowhere

brightonman123

might then be worth calling ther (freefone?) sales line.. and asking for new membershop (DONT SIGN UP THOUGH!), using a special discount reference-your old a./c number! see if that jogs their memory?

also try message via www.rac.co.uk/web/contact

RichyRich

Write back to them:-

--
Dear Sir or Madam

YOUR REFERENCE: XXXXX

I wrote to you on xxxx confirming details of telephone conversations held with your employee, "Chris" (Ext xxxxx), who assured me that a refund of bank charges incurred would be made upon providing evidence of these.

These were sent to you, and you wrote back requesting a further 21 days to investigate. This time period has now elapsed, and no conclusion to this complaint received.

I have been more than reasonable with regard to allowing time for this to be processed. You have failed to extend the same courtesy to me.

Please send, by return of post, a cheque to the value of £xx.xx, within fourteen days of receipt of this letter. Should an reply matching this description not reach my doorstep within this timeframe I shall have no hestitation in pursuing recourse through the County Court.

I remain
Yours sincerley

Nich
--

....and if they don't reply? This web site is your friend.

nich29580

Thanks Richyrich

nich29580

woo hoo - got ma cheque:money:

Crabman

Great news, well done you and RichyRich :T

RichyRich

Congratulations nich, spend it well!