Subscription cancelled on FriendsFirst - payment still being taken?

petesmith21

any help here would be very appreciated... my mum signed up for FriendsFirst which is a christian dating website - she had to cancel her subscription after 3 months because she lost her job. She sent them an e-mail, sent a 1st class letter to cancel the membership and also spoke to a woman on the phone.

however, she has just checked her bank statement today and friendsfirst have taken another monthly payment of £37 out... what can we do here to get this money back and to stop them from continuing to take money? :eek:

MamaMoo_2

Did your mother cancel in time to not have to pay this months fee?
How was the payment taken? Debit card or direct debit?
If debit card, then contact the card provider and initiate a chargeback. If they wish to see evidence of cancellation, provide them with a copy of any correspondence.
If direct debit, phone the bank and invoke the DD guarantee to get your money refunded. Then cancel the DD.

dalesrider

MamaMoo wrote: »

Did your mother cancel in time to not have to pay this months fee?
How was the payment taken? Debit card or direct debit?
If debit card, then contact the card provider and initiate a chargeback. If they wish to see evidence of cancellation, provide them with a copy of any correspondence.
If direct debit, phone the bank and invoke the DD guarantee to get your money refunded. Then cancel the DD.

Spot on advice.

petesmith21

hi mamamoo -

My mother went to the bank today to initiate a chargeback - she brought evidence she had told them to close the account which was an e-mail (and also phonecalls...) - Santander bank said she had to wait 30 days and then go back to the bank and then they could "see what they could do."

Is this right? Why would she have to wait 30 days? The bank told her that FriendsFirst have taken yet another payment out - we really need this sorted

~Beanie~

Their membership is for a minimum of 12 months:

How do I terminate my membership?

You can terminate your membership at any time by contacting us by telephone, post or email to let us know that you no longer wish your membership to continue. However please be aware that all memberships are for a minimum term of 12 months so if you wish to cancel before that date your subscriptions will still be due until the 12 month period has expired

petesmith21

Thanks Beanie but my mother spoke to someone about this and because of the circumstances (she lost her job) the woman on the phone agreed to fully cancel it so there'd be no more payments taken out, even though she was only 3 months into the 12 month contract - so we're very lost here as she's still losing money?? is Santander bank telling her she has to come back in 30 days correct?? she could go back sooner and hopefully get a more helpful member of staff...

MamaMoo_2

How has your mother been paying, direct debit, or card?

petesmith21

debit card

dalesrider

petesmith21 wrote: »

hi mamamoo -

My mother went to the bank today to initiate a chargeback - she brought evidence she had told them to close the account which was an e-mail (and also phonecalls...) - Santander bank said she had to wait 30 days and then go back to the bank and then they could "see what they could do."

Is this right? Why would she have to wait 30 days? The bank told her that FriendsFirst have taken yet another payment out - we really need this sorted

NO it is not....

PSD (Payment services Directive) stipulates that any payment unauthorised and this is as the agreement was terminated. Your mother HAS TO BE REFUNDED STRAIGHT AWAY. If they do not then raise a complaint. FOS take a very dim view of PSD failure. They can fine 5K for not login this conversation today.

From the sound of it you went into a branch. Not the best idea.
Ring 08459 724 724. I know its the fraud number, but they should get you through to the disputes team, maybe even deal with it themselves.

Any payments AFTER the cancellation date will be refunded straight away and they will action chargeback 41.

Failure to act on this call
0845 600 6014. Complaint line.