Want a refund on DD account that is in credit

Debdon

Returned some contact lenses to opticians putting account £93 in credit but company have continued to take out monthly payments. After phone call asking for a refund of credit I was told it's not company policy. They did offer gift vouchers for glasses that I don't wish to buy or suspend DD for a number of months. Can I insist on a refund? Advice would be appreciated.

SGE1

Refunds are never usually "company policy" - but most companies often will refund, if you press them hard enough. Tell them if they don't refund you you'll take your business elsewhere.

Debdon

Threatened them with that. Awaiting a call back that has as yet not happened. Seems wrong and just need confirmation that I can press for refund. Thanks

sassyblue

You can go to or ring your bank and file an INDEMNITY claim with them to get the money back on a direct debit that was taken without your consent. Your bank then take the money from the direct debitors account, not sure how 'sticky' things could get with the opticians then but tell them they've lost a customer anyway for their attitude.

wealdroam

What's wrong with their suggestion to suspend the direct debit for a few months?

Sounds quite reasonable to me.

Debdon

No phonecall so rang opticians. No record of yesterdays call on computer. Told local branch would ring me. Didn't! Rang again person dealing with request busy but rang back at least. No refund as terms and conditions state no monies will be refunded even through contact lens sent out twice were wrong prescription - 6 months supply. Other problem was that I have been paying for solution for a number of years when I said I didn't want it but was told it's only supplied with solution and only found out a couple of months back that I didn't need to have it. This comes out that been paying £3 per month for something I didn't want in the first place. Surprisingly there is no record on their computer of this conversation in their store so basically it must never have happened and they can't take that further. Was willing to let this go but adds to dissatisfaction with the company. Will be terminating contract with opticians but still have problem of recouping credit.

In response to wealdroam - yes it is reasonable but I don't wish for the company to keep credit £93 and would prefer to keep DD.

What chances would I have with small claims?

arcon5

How much are you paying per month?

Debdon

Was 15 but now without solution £12 per month