Payments Taken from Business Debit Card.

[Deleted User]

Morning All


Can you help me with some advice please?


We hired some equipment on Friday 3rd July 2015 for use on Saturday 4th July 2015.


We got to the day and it didn't work so I called the hire company HQ to report this and they advised that on return we would be refunded.


Store reopened on Monday 6th July 2015 and we returned the equipment and were advised the manager would resolve the refunds as we had paid online via business debit card.


We left and checked our accounts later in the day and found two further pending payments coming from the company from the same account.


Called and reported it, it was a mistake and they had accidently taken two further charges of £60.


We complain, director and CS assure us everything is fine. So we get our £60 quid back yesterday.


No refund for the initial amount, called and asked and emailed, told they are now investigating.


I was unhappy to say the least, we were charged by our bank for the extra payments they took, because of the account we are using.


When I asked them to put this right or compensate us for our efforts and time, they simply ignore the correspondence and answer the other points within the emails etc.


Do we have to just put up with this?

pooch

assj wrote: »

Morning All


Can you help me with some advice please?


We hired some equipment on Friday 3rd July 2015 for use on Saturday 4th July 2015.


We got to the day and it didn't work so I called the hire company HQ to report this and they advised that on return we would be refunded.


Store reopened on Monday 6th July 2015 and we returned the equipment and were advised the manager would resolve the refunds as we had paid online via business debit card.


We left and checked our accounts later in the day and found two further pending payments coming from the company from the same account.


Called and reported it, it was a mistake and they had accidently taken two further charges of £60.


We complain, director and CS assure us everything is fine. So we get our £60 quid back yesterday.


No refund for the initial amount, called and asked and emailed, told they are now investigating.


I was unhappy to say the least, we were charged by our bank for the extra payments they took, because of the account we are using.


When I asked them to put this right or compensate us for our efforts and time, they simply ignore the correspondence and answer the other points within the emails etc.


Do we have to just put up with this?

Pending payments are not taken payments.

Regarding any taken payment, I understand the business has refunded you this amount (£60).
What is the "initial payment" you refer to that has not been refunded? Have the supplier agreed to refund you this?

What charges have the bank actually applied?
What compensation are you seeking? Compensation for time expended is income and I doubt any supplier is going to pay you that (unless it is substantiated and significant, and does not relate to your misunderstanding - unless the contract specifically allows for this; most contracts specifically exclude it. What does your contract say?).

[Deleted User]

Sorry for delay busy weekend.


The payments were actually taken and not pending, but refunded.


The hire charge is still outstanding despite the agreement that it would be refunded last week.


It's taken around 14 emails, 6 calls and we are still no closer. I was more concerned at the fact that they took payments not due to them, they say by mistake.


We have reached overdraft as a result and pay £5 per day.


Many Thanks

pooch

assj wrote: »

Sorry for delay busy weekend.


The payments were actually taken and not pending, but refunded.


The hire charge is still outstanding despite the agreement that it would be refunded last week.


It's taken around 14 emails, 6 calls and we are still no closer. I was more concerned at the fact that they took payments not due to them, they say by mistake.


We have reached overdraft as a result and pay £5 per day.


Many Thanks

So as I understand it, the only money now outstanding is the original cost of hire of the equipment.

If the equipment had worked, there would be no reason to refund you this hire charge, so you would be in an overdraft anyway...

They only effectively agreed to refund you on Monday, and then you started this thread on Friday. :eek:

Was there any agreement as to how quickly the refund would be processed? Typically it could take up to 30 days.

But then again, having bombarded them with 14 emails and 6 phone calls within the week, it may take longer

[Deleted User]

lol thanks for the rather critical response.


I get the impression that you think I should probably just wait for the refund and shut up.


We have been in business a while, but no long enough to have experienced all of these situations.


As a retail consumer the treatment you would get and the subsequent action that you take I would expect to be rather different. But understanding what is acceptable in business is something that I can say I have very limited knowledge of.


I do appreciate that business to business agreements are very different and are not covered by consumer rules, but knowing the differences, expectations and actions that we should take is taking us longer to understand.


Regarding the questions, as you would expect their agreement has a number of disclaimers, including failure of service etc etc. And being a small business we were not in any position to impose conditions to the agreement.

pooch

assj wrote: »

lol thanks for the rather critical response.


I get the impression that you think I should probably just wait for the refund and shut up.


We have been in business a while, but no long enough to have experienced all of these situations.


As a retail consumer the treatment you would get and the subsequent action that you take I would expect to be rather different. But understanding what is acceptable in business is something that I can say I have very limited knowledge of.


I do appreciate that business to business agreements are very different and are not covered by consumer rules, but knowing the differences, expectations and actions that we should take is taking us longer to understand.


Regarding the questions, as you would expect their agreement has a number of disclaimers, including failure of service etc etc. And being a small business we were not in any position to impose conditions to the agreement.

Confused as to why you developed the impression you did. :huh:

Anyway, someone on here has recently extolled the virtues of using a collections agent to recover money.

http://forums.moneysavingexpert.com/showpost.php?p=68788611&postcount=6

Perhaps you could try that...

Good luck!

[Deleted User]

Lol - I don't see how that's related, and I presume that the suggestion isn't possible.

Mistral001

I must admit that if I saw a few extra payments coming out of my account without authorisation I would get a bit annoyed. Did they come up with an explanation for this? It is quite likely that there was such a flap in the firm about the extra payments that they forgot about the original payment. Someone might have even got the sack over the extra payments or the Police called in.

[Deleted User]

We got the money back in the end and a £50 voucher (which I have now lost) So I guess that wasn't so bad :-)