Charged three times on a ticket machine instead of twice

tdsmithj

I went to West Midlands Safari Park with my wife and 2 children. I decided to purchase while at the park a set of tickets for rides for my 2 children. each set of tickets cost £9 pound each. I made the purchase got the tickets and the receipt for both children. As I had the tickets for both children I threw the receipts away.  After 2 days I noticed there was another £9 charge on my card. I phoned up to explain the situation. They asked me to supply the receipts for proof. I told them I threw the 2 away but since the tickets were not processed by the 3rd transaction I don't have that kind of proof. I was told to send an email stating that I threw away the receipts and explain the situation with as much information as possible. I gave the card number (last 4 digits), the estimated time and the screen shot of the statement showing 3 transactions.

I got a generic reply back saying "We need evidence of your purchase in order to investigate this further". As I explained to them on the phone for the first time about how do you supply evidence on goods you not received. I did write a stern email back stating I gave them the information I had and what other evidence they need. But I feel like I am hitting a brick wall.  
What are my rights? 

thanks...

D3xt3r5L4b

“As I explained to them on the phone for the first time about how do you supply evidence on goods you not received.”

With a receipt or some other proof of purchase...

SuperAllyB

To be fair to the OP if they're separate payments, then how could anyone provide proof of the wrong transaction?  Even providing the two receipts wouldn't prove anything other than which of the three is actually being disputed.

Shakin_Steve

D3xt3r5L4b said:

“As I explained to them on the phone for the first time about how do you supply evidence on goods you not received.”

With a receipt or some other proof of purchase...

That would be a neat trick. Providing a receipt for something you didn't buy.

jonesMUFCforever

Could you not print out a statement showing all of the transactions?
Most banks will let you search your statements for a particular transaction - just print the 2 properly authorised transactions and the 1 dodgy one. This is surely proof that you have paid for 3 tickets>?

tdsmithj

jonesMUFCforever said:

Could you not print out a statement showing all of the transactions?
Most banks will let you search your statements for a particular transaction - just print the 2 properly authorised transactions and the 1 dodgy one. This is surely proof that you have paid for 3 tickets>?

Yea that is what I did when I first sent the email. Since there is no timestamps just dates it is hard to show which one is the rogue.  But responded with further proof was needed. That is the only proof I can supply. It takes about 1 minute per transaction to get those tickets because it was really slow process. Surely a duplicate payment would lead to a timestamp matching the real transaction.If I get nowhere I might have to go back to the bank and file a complaint.

tdsmithj

D3xt3r5L4b said:

“As I explained to them on the phone for the first time about how do you supply evidence on goods you not received.”

With a receipt or some other proof of purchase...

 The receipt is only given once the tickets have been dispensed. No ticket no receipt. 

jonesMUFCforever

tdsmithj said:

jonesMUFCforever said:

Could you not print out a statement showing all of the transactions?
Most banks will let you search your statements for a particular transaction - just print the 2 properly authorised transactions and the 1 dodgy one. This is surely proof that you have paid for 3 tickets>?

Yea that is what I did when I first sent the email. Since there is no timestamps just dates it is hard to show which one is the rogue.  But responded with further proof was needed. That is the only proof I can supply. It takes about 1 minute per transaction to get those tickets because it was really slow process. Surely a duplicate payment would lead to a timestamp matching the real transaction.If I get nowhere I might have to go back to the bank and file a complaint.

Double click each transaction before printing - it should have more information - it might have a timestamp?

D3xt3r5L4b

Shakin_Steve said:

D3xt3r5L4b said:

“As I explained to them on the phone for the first time about how do you supply evidence on goods you not received.”

With a receipt or some other proof of purchase...

That would be a neat trick. Providing a receipt for something you didn't buy.

OP said goods not received.
When you purchase goods you get a receipt.

tdsmithj

D3xt3r5L4b said:

Shakin_Steve said:

D3xt3r5L4b said:

“As I explained to them on the phone for the first time about how do you supply evidence on goods you not received.”

With a receipt or some other proof of purchase...

That would be a neat trick. Providing a receipt for something you didn't buy.

OP said goods not received.
When you purchase goods you get a receipt.

Not through the ticket machines at the park. You get it when the tickets you purchase get dispensed. Kinda like a rail ticket.

ict_guy

Blimey, put a complaint in with the card provider. For £9 it won’t be worth their time taking it further......  It is crazy that they haven’t refunded the £9. Demand a refund!