Getting a refund for an accidental online payment

rosebudmotel

I've done something really stupid. We used to use a window cleaning company - not a local firm but a large franchise called UKWindowClean. They insisted on payment via online banking which we did every month. We stopped using them a couple of years back but their details are still on our account as a payee. 
The other day I was transferring some money from our bank account and, somehow, I selected them instead of our other account and paid them £64.
I phoned them and spoke to a very friendly lady who said she would pass the details on to their accounts dept who would arrange to refund it. A few hours later I received an email form them saying: "We do not issue refunds due to our small order value and administration resources. However, the amount will sit on your account, therefore if you decide to resume services it will be credited."
This surely isn't legal? I don't owe them any money and do not have an active account, how can they possibly sit on £64 of my money and say that they'll keep it and the only way I can have it is if I sign up to their services again!
I know it was my mistake, and it was a very stupid one which I still don't know how I managed to make, but I would really appreciate some advice on how I go about getting this money back.

eskbanker

Sounds like textbook unjust enrichment to me, but might need a letter before action (or the action itself) to convince them....

outtatune

Indeed, also sounds like not-quite-so-textbook theft by finding.

Alderbank

I agree that low level theft might be involved, but perhaps not in the way you think.

I have managed purchasing departments in my time. They are highly proceduralised. There will be a very small (perhaps £5-£10) petty cash option then a series of procedures designed to ensure that employees can't casually make small purchases for themselves or pass small payments to their friends.

Call them again and speak to someone in the Accounts team. The solution might be something as simple as send them a written invoice for the accidental payment, so that they have something to show the auditor at year end.

MyRealNameToo

Keeping it could potentially be illegal however they also dont have to be out of pocket for fixing your mistake and so a refund less their administration costs would seem appropriate. Of cause it will be a debate on what is a reasonable administration cost.

People often will say well someone in accounts payable get £30k a year so £15/hr, takes 5 minutes to make a payment so about £1.30 but that is far from the truth. It takes much longer than 5 minutes with audit trails needing to be created, instructions reviewed, payments reviewed etc etc. Someone on £30k also costs the business vastly more than £30k per year what with bonuses, pension, employers NI, holiday, sick pay, their desk, manager, hr etc etc. 

If you agree something under £20 you are probably doing good