Optical Express refusing refund after overcharge error

Lucy_Brookes

Optical Express have erroneously overcharged me by direct debit for their contact lenses scheme. They are now refusing to issue a refund, citing that because I benefitted from a £100 discount on glasses recently, I committed to stay on the contact lens scheme for another 12 months. Whilst I was fully prepared to stay on the scheme for another 12 months, I fail to see how I consented for them to overcharge me for the contact lenses! They state that they are holding the overcharged amount in credit on my account but as I pay for my lenses by direct debit and have just bought glasses, there is no possibility of me claiming this credit for a few years (I only buy glasses once every few years, as I only wear them at home).

Allegedly, even when I cancel my direct debit once the 12 month commitment to the contact lens scheme is up, they will not give me my money back.

Outrageous!!!!

And such a shame, as I have had a long and otherwise happy relationship with Optical Express for many years. But the contempt with which they have dealt with me on this occasion is unacceptable.

DoaM

Direct debit = invoke the DD guarantee with your bank ... as long as you can prove the overcharge.

davidmcn

As above, if you're sure of the facts. We can't comment on the terms you signed up to as we haven't seen them.

gettingtheresometime

I wonder when people will learn that by cancelling the DD they aren't cancelling the contract.

Surely the solution is simple......you give them the £100 you benefited from by being on the scheme & they give you the money for the contact lens scheme once you've cancelled properly

DoaM

gettingtheresometime said:

I wonder when people will learn that by cancelling the DD they aren't cancelling the contract.

Can you show me where any reply in this thread (other than your own) is suggesting cancelling the direct debit?

KatrinaWaves

If you have a credit on your account, are you sure they wont just reduce the DD for a few months to take this into account? Did they explicitly say you can only use it on glasses?

Hermione_Granger

DoaM said:

gettingtheresometime said:

I wonder when people will learn that by cancelling the DD they aren't cancelling the contract.

Can you show me where any reply in this thread (other than your own) is suggesting cancelling the direct debit?

Lucy_Brookes said:

Allegedly, even when I cancel my direct debit once the 12 month commitment to the contact lens scheme is up, they will not give me my money back.

Not a reply but it was the OP themselves who mentioned cancelling the DD.

garth549

Sorry your post isn't clear...  What happened?  You bought some glasses and at the same time agreed to pay for your contact lens subscription for 12 more months?  Did you agree to the higher payments/cost?

If not then you can claim an immediate refund from your bank.  Cite the direct debit guarantee.  They can't refuse.

DoaM

Hermione_Granger said:

DoaM said:

gettingtheresometime said:

I wonder when people will learn that by cancelling the DD they aren't cancelling the contract.

Can you show me where any reply in this thread (other than your own) is suggesting cancelling the direct debit?

Lucy_Brookes said:

Allegedly, even when I cancel my direct debit once the 12 month commitment to the contact lens scheme is up, they will not give me my money back.

Not a reply but it was the OP themselves who mentioned cancelling the DD.

True ... but OP was saying about cancelling after their commitment was complete. That's entirely different to what was being implied.