Claiming money back off card machine charge- help 🙏

Nylamummy · 29 August at 1:10PM

Good morning, I’m looking for some advice.

Several years ago, I signed up to Clover Card Machine Services for my very small hair salon. A company called FISERV is also involved (I believe they are the merchant services provider). At the time, one of their operators helped me set up the machine as I’m not very technical.

Each month, the merchant fees are taken directly from my bank account, and I’ve always received an additional invoice for £12. For years, I assumed this was simply the hire charge for the card machine.

However, after making a recent query, I discovered that the £12 has actually been for a built-in Wi-Fi service within the machine—something I was never told about, and have never used, as my salon already has its own Wi-Fi. The invoice itself never clearly explained what this charge was for, so I had no reason to question it until now.

I feel this wasn’t properly explained to me at the time of setup and that I’ve effectively been paying for a service I didn’t need. I’d like to write to the company to dispute this charge and request a refund.

My questions are:

Is there anything in particular I should include in my dispute email to strengthen my case?
Realistically, what are the chances of getting a refund after all this time?

Many thanks in advance for any advice!

MyRealNameToo · 29 August at 1:51PM

As a business you have very little statutory protections compared to a consumer, consumers are broadly considered idiots who need protecting from big business and themselves whereas businesses are supposed to be more considered, have access to legal advice and thus dont need the level of protection.

Given you can register as a sole trader and start a small business in under 15 minutes suggests to me that things arent as black and white but then in my view consumers are over protected

Firstly, is this an optional feature or is it mandatory?

Do you have your original paperwork from when you signed up? Does this have any reference to optional extras and show what you did and didnt go for? Given its billed separately did it maybe have a separate contract?

Can you remember the sales pitch? Making a few assumptions but were this my sale I'd probably have been asking what you'd do if your internet was down and all the doomsday problems you'd have. When you agree its a problem I'd probably then point out that the device can be your bankup with its own hotspot so your world can keep spinning and you keep taking payments etc... wouldnt be too hard a sell and could be a nice little earner if you have the right sort of customer rather than the one that points out they already have 3 different backup options.

Slinky · 29 August at 2:09PM

Maybe also time to review your relationship with the Merchant also. There are probably much cheaper options around now if you haven't changed payment provider for a long time.