Please help me..

worriedmumofthree

On Saturday 10th of September, I rang to pay off a debt that me and my partner had as we had no TV licence for two weeks and it was sent onto Marston group. We paid an initial £60 four weeks prior to the 10th of September.

Leaving an outstanding balance of £140.. When I rang on the Saturday, they took £341 from our account.. leaving us with £10.87.

I tried getting it sorted there and then, manager said money will be refunded and back in my account on Monday ( today)

No money is back in my account, I have nothing, not a single penny for my husband to get to work ( has to pay train fare ) no money to buy food, I was supposed to go shopping on Saturday.

I spoke to Marston Group at 7:55am this morning, and was asked to call back at 10am as the woman I needed to speak to did not get in until 9:30.

I took my older children to school, checked the bank, still nothing. Rang Marston at 10:04 am and was told very rudely " It's being dealt with stop calling" and hung up on.

I then rang back, spoke to the woman I spoke to at 7:55am this morning.. to be told it is getting sorted but the payment from my card to them has not cleared and refund will take upto 5 working days.

I explained I do not have a penny to my name and wanted to speak to a manger to sort this out right now, as what the woman did on Saturday is theft.

They said they can not put me direct through to a manager and I shall receive a call back.. still waiting for this.

They have taken all my money, we have no one in a position to help us financially until we get the refund. I had to sell my laptop for a disgusting amount £45. Just to get some food for the weekend and my partner to work today. However, he is in work all week and we have no money at all to survive.

Where do we stand legally on taking this further?

tara66_2

Have no idea what to suggest, other than contacting your bank, and see what they say about it. Clearly it is out of order, but the immediate issue for you isn't really the rights and wrongs of it, but getting the money quickly. Hope you get something sorted

bryan_munich

what debit card did you use? if it was a visa debit you can go into your bank and ask for a visa reverse transaction (or phone visa). Its not that known about but I have done it before. In most cases visa will issue you with funds until the charge has been reversed

worriedmumofthree

It was a Visa Debit. I will ask my husband to ring when he gets in, as it's his bank card. Although he doesn't get home from work till 10pm.

DVardysShadow

bryan_munich wrote: »

what debit card did you use? if it was a visa debit you can go into your bank and ask for a visa reverse transaction (or phone visa). Its not that known about but I have done it before. In most cases visa will issue you with funds until the charge has been reversed

Agree with this. And learn the lesson never to pay a debt collector with a card.

bryan_munich

i think visa have a 24 hour helpline as do most banks now - I found out about this by accident when I phoned my bank (natwest) to query a transaction and they asked if wanted to go ahead with a visa reverse transaction. The transaction was legitimate although I was lucky to find this out as I needed to use it 1 month later

worriedmumofthree

I paid over the phone with card, as they was fine the first time.. they're classing it as "human error"

I have still not had a call back from the manager "Jason" and getting highly frustrated and upset.

worriedmumofthree

bryan_munich wrote: »

i think visa have a 24 hour helpline as do most banks now - I found out about this by accident when I phoned my bank (natwest) to query a transaction and they asked if wanted to go ahead with a visa reverse transaction. The transaction was legitimate although I was lucky to find this out as I needed to use it 1 month later

Thank you Bryan. I shall get him to call them, as soon as he is home.

NeverAgain_2

Are you sure you don't owe the £341?

TV Licensing are known to prosecute all offenders, which would lead to a fine of a few hundred, plus the cost of the licence.

Your husband is working, so your bank may offer a small overdraft which will help your cashflow problem.

worriedmumofthree

NeverAgain wrote: »

Are you sure you don't owe the £341?

TV Licensing are known to prosecute all offenders, which would lead to a fine of a few hundred, plus the cost of the licence.

Your husband is working, so your bank may offer a small overdraft which will help your cashflow problem.

No total amount owed £200 paid off £61 leaving £141 to pay, they charge £1 for a debit card transaction so £2 of that is charges.

They added £200 fee on as a precaution if I did not call on the day arranged, but never removed it when payment was taken.

It had gone to court, then passed onto Marston to retrieve the debt.

I have a letter stating the payment made and the outstanding balance.

Marston group have also accepted liability, and said they owe me the money.

ms_london

I would certainly contact your bank to see if you can get an emergency overdraft, explain the situation - go into the branch if you can rather than just speaking to someone in a call centre.

I am really sorry to hear of your predicament.

How is the food situation looking? Enough in the cupboards to keep you going?

xx