Studio online refusing to refund postage

IrishRose12

the_lunatic_is_in_my_head said:

Hello OP

If you are a Studio Pay customer follow their complaints procedure

https://help.studio.co.uk/en/support/solutions/articles/80001078488-how-do-i-make-a-financial-services-complaint-

They have a set time to resolve and then you can go to the ombudsman. 

Thank you very much for this.  Will fill it in now and see how things go.

I received an email back today saying the postage had been refunded in November, however I've informed them that's not true as I wouldn't have had a "non payment fee" charged as there wouldn't have been anything to pay had it been refunded. 

the_lunatic_is_in_my_head

Pleasure, hopefully the complaints process is somewhat more competent than general customer service! 

I’m pretty sure a customer going to the ombudsman costs them so they have more of an incentive to sort out issues correctly when customers paying via credit use the official complaint procedure. 

Hope it pans out  

IrishRose12

Update.  Got through to the Financial services team on the phone today. They have removed the £12 non payment fee from my bill, but can't remove the postage costs.  I've to attempt with studio again🤦‍♀️

However the lady on the phone has paused the account, so I can't be charged any extra fees until Studio sort the problem.   She also told me that the people on live chat are giving out false information and they shouldn't be referring customers to Financial services. 

sheramber

I assuming the £5.99 is the original postage.

You have two problems.

They say o£5.99  has been refunded  but you haven't received it.  How did you pay?  The refund would go back to the original method of payment.  

As there is debit of £5.99 on your account that would appear to be the ' refunded' £5. 99  which thye are now trying to recoup.
So the refunded has been shown on the account  but it has not been recorded correctly ans appears as a debit.

Once you ascertsin that the refund has not been received you need to ask them for the payment details- where it was sent and when.

Customer Service are not likely to have this information as the various departments are not joined up.  You will need to  find out who can give you that information. The Financial Services may be able to help there.

Separately, you need to find out who updates the account records so that  it can be corrected to show that the missing £5.99 is a refund which is correct.

You need to spell  out  to them what needs to be done. Good Luck

https://help.studio.co.uk/en/support/solutions/articles/80001078429

https://help.studio.co.uk/en/support/home#folder_80000706654

IrishRose12

sheramber said:

I assuming the £5.99 is the original postage.

You have two problems.

They say o£5.99  has been refunded  but you haven't received it.  How did you pay?  The refund would go back to the original method of payment.  

As there is debit of £5.99 on your account that would appear to be the ' refunded' £5. 99  which thye are now trying to recoup.
So the refunded has been shown on the account  but it has not been recorded correctly ans appears as a debit.

Once you ascertsin that the refund has not been received you need to ask them for the payment details- where it was sent and when.

Customer Service are not likely to have this information as the various departments are not joined up.  You will need to  find out who can give you that information. The Financial Services may be able to help there.

Separately, you need to find out who updates the account records so that  it can be corrected to show that the missing £5.99 is a refund which is correct.

You need to spell  out  to them what needs to be done. Good Luck

https://help.studio.co.uk/en/support/solutions/articles/80001078429

https://help.studio.co.uk/en/support/home#folder_80000706654

It was put onto a credit statement which I pay at the end of the month manually.  The £5.99 wasn't credited back along with the refund, so the £5.99 remains on the statement, and then I was charged £12 non payment fee.

As Above, I got through to the Finacial team, and they were able to remove the £12 fee as they agreed it shouldn't have been charged in the 1st place,  They have also put a pause on the account so no futher charges can be added. The £5.99 has nothing to do with them and it's studio who have to credit that to the account, not Financial services. 

I'm sick and tired of spelling it out to each person now, via email, facebook messenger and live chat.  

I'm waiting back word from someone else via email now and hopefully it'll be sorted.  As soon as I informed the Financial services put a pause on the account they were quick in their replys, and totally different way of dealing with me lol. 

sheramber

I meant that Financial Services could maybe direct you to the correct people to investigate where the refund has gone.

IrishRose12

sheramber said:

I meant that Financial Services could maybe direct you to the correct people to investigate where the refund has gone.

They have.  Back to Studio.  That's who I've always had to deal with all these years, so why Studio thought it would be any different now is beyond me lol

the_lunatic_is_in_my_head

Glad to hear you made a bit of progress OP.

If you can't get anywhere with Studio is it worth asking the Financial team if they'll either credit you £5.99 or scrub the charge from the account for you as a gesture of goodwill? 

IrishRose12

the_lunatic_is_in_my_head said:

Glad to hear you made a bit of progress OP.

If you can't get anywhere with Studio is it worth asking the Financial team if they'll either credit you £5.99 or scrub the charge from the account for you as a gesture of goodwill? 

They can't remove the £5.99 off the account, theyve already told me that.  They have removed the £12 non payment fee as per abve posts, as they said it shouldn't have been charged in the 1st place.  But the only people who can remove the £5.99 charge are studio themselves

ArbitraryRandom

You normally have to wait until you can take a case to the ombudsman, but if studio are telling you they can't help, and financial services are telling you they can't help... might be worth asking for a deadlock letter? 

That means you could go directly to the ombudsman, who would look at everything that happened and make a ruling as to who should do what - that can include refunding you the fee, giving you a compensation for the inconvenience/poor customer service (likely to be a token given the value of the dispute), and ordering them to correct your credit record (if it's not automatically updated before then). 

Doesn't cost anything AND you don't need a solicitor