GroupNexus Admin Charges 2x PCN is it worth fighting back?

Visitorhelp

My mam received 2 parking invoices due to an issue with a parking app where it kept defaulting to the wrong car, despite default car being changed in the settings. 

So the parking was paid for the wrong car. 

After appealing and several email exchanges later they have said they will accept a parking charge payment of £20 each. 

However they have refused to refund the parking charges for the other car and also have charged £1.50 administration fee for each of the invoices. They provided an alternative to avoid the administration which was to pay for the invoice through a premium rate phone number costing £0.81 per minute plus £0.76 access charge. 

I want to un exchange pursue GroupNexus for the additional charges and refusing to refund the parking charge, it will total under £10 but it’s more of a principle. Is it worth trying since I have no choice but to pay to pay. 

They have been very specific in communication saying no further communication will be entered into and if £20 not paid within 14 days or appealed to POPLA it won’t be offered again. 

Whilst normally I wouldn’t pay at all it is my mam who was insistant so they payment was made under protest. 

Would i be legally able to request them to refund me unfair charges for administration fee and despite asking for £20 as final settlement not refunding or allocations the monies paid initially. 

In event of failing to pay I was looking to add further charges and actually take them through the same process they do when issuing their invoices. 

Grizebeck

Doesn't make a lot of sense 

Gr1pr

It is rambling and incoherent, so I will give you the basics for 2 keying errors, not the rest which isn't clear !

The £20 charge is part of the BPA CoP, for a major keying error, so is standard practice and personally I think it should be paid due to those circumstances, for each PCN 

If the keeper is not happy about the second PCN, or the conduct, they should complain about it to Group Nexus using the complaints link on the BPA AOS members list, then wait for the reply, then if still not happy complain about it to the BPA AOS compliance team 

So if there are 2 PCNs due to the keying error , they should offer the £20 option in each case, making £40 in total , which should probably be paid.

The complaint procedure is via that BPA link first, followed by a complaint to the BPA themselves later, but understand the basics and know what should be said and done, telling them both what the keeper realistically wants as a satisfactory outcome 

Le_Kirk

I want to un exchange pursue GroupNexus for the additional charges and refusing to refund the parking charge,

No, you've lost me there.

KeithP

Visitorhelp said:

My mam received 2 parking invoices due to an issue with a parking app where it kept defaulting to the wrong car, despite default car being changed in the settings. 

So the parking was paid for the wrong car. 

Has your mam complained to the parking app people?
Clearly the app is faulty. Perhaps they will stump up the £20.

fisherjim

Very difficult to understand all that rambling sorry and I think you have inserted words as you typed that should have been proof read and removed.

Anyway, from what I understand they say you made a keying error when paying on the app, you don't say which one, but default vehicles can usually be over ridden.

They offered you the BPA £20 major keying error fee.

They should not be charging an administration fee, that is what the £20 covers, the COP states (17.4B) "no more than £20".

They are not allowed to use premium rate phone numbers either, another scam!

I have no idea what you are saying about a "refund for the other car" but the parking company have not taken that money from you, the app company have on behalf of the land owner. You would need to take that up with them if you think its worth it, I wouldn't bother, and proving the app was faulty as opposed to operator error is not straight forward.

I think you have also indicated that you have paid Group Nexus, well good luck with getting that back if so done and dusted BPA won't be bothered now either, but you should complain to them about those extra admin charges it isn't on!