JD Gyms taken money and won't refund

SteveParnell

Afternoon all,

A couple of year back now I missed a payment from JD gyms (£21 a month membership) by one day.  I was told that if I hadn't paid within a week or so then I'd be charged £15 extra.  I clicked the link to pay immediately and was still charged the £15 regardless.  At the time I took it on the chin, my fault and only £15. A couple of years later the same thing happened again. I used their online contact form to tell them they were still trying to charge the £15 even though it was being paid before the time stated on the message. The day before the due date they still hadn't replied so I paid and requested a refund.  They apologised and said they could either refund me or take it off next months bill.  I asked them to just take it off the next payment and forgot all about it.  Now its happened again.  Not only with another £15 charge but now with some £43 charge from out of no where.  They now flat refuse to refund and say that its my own fault for paying and not contacting them beforehand. They say I should have phoned instead of using the online contact form. They are also refusing to explain why I was charged extra in the first place and can't tell me what the £43 charge was for.

Does anyone know how best to play this one?

km1500

how did they take the money ?

normally gyms take it by direct debit, meaning there is no possibility of 'late payment'

SteveParnell

They sent a link to pay over.  They added the £15 on there even though it wasn't due. I tried to challenge it and didn't get a reply in time so thought it was safer to pay and claim it back.  The £40 came from no where. The first time they offered to refund the money they incorrectly charged me (but didn't pay it)

SteveParnell

Mail for that one stated:

“We do apologise for any inconvenience this may have caused you. Please be advised going forward we would be happy to use the payment you have made of £36.99 on the 06.02.23 to cover your January and half of February payment (meaning you would be receiving half of February for free). Alternatively we would be happy to raise a refund of £15 and can confirm your next payment is due to be collected on or around the 27.02.23 for £21.99.”

But didn't happen

born_again

So how do you pay every other time?
Direct Debit?

Could be a charge if the DD is being bounced back by your bank for insufficient funds.

SteveParnell

So it was direct debit on the 27th.  Funds weren't there and they said it needs paid by the 5th of £15 extra will be added. I paid well before then (28th) because I know how long they take to reply (longer than the 5th). When you click on the site to make the payment they always add the £15 regardless.  And the £40, no one knows.  It was just added and they won't explain it.  No reason for it at all

eskbanker

Their Ts & Cs make it clear that they charge £15 as an admin fee for an unsuccessful direct debit payment, i.e. it's not waived if you catch up shortly afterwards:

5.4 If any payment due from you is not received or a Direct Debit is not honoured for any reason, you must pay us an administration fee of £15. 

https://www.jdgyms.co.uk/wp-content/uploads/2023/07/JDGyms_Terms110723.pdf

SteveParnell

The email states:

This missed payment of £21.99 will result in a £15.00 administration fee being added to your account IF PAYMENT IS NOT MADE BY 7 February 2023.

And it was paid long before then. And the £40... no one knows and they won't tell me

eskbanker

Fair enough, if they're sending messages that contradict what their published policy is then maybe it's one of those cases where the left hand doesn't know what the right is doing?

If they've taken an unexpected £43 by direct debit without any explanation (and refuse to do so) then you can raise a dispute with your bank under the direct debit guarantee....