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by Readers Question

8:52 AM, 8th June 2015
About 3 years ago

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Hi All,

I would appreciate some advice on how to tackle a payment refund issue with a property portal. At this stage, I will refrain from identifying them.

Last November, the portal rang us and offered a Trial period. They took our bank details, with a promise that our account would not be charged at the end of the trial, without them reminder us 14 days to its expiry. PropertyPropertyProperty

Well, they did not remind us and took a year’s payment from our bank account!

After several e-mails, about three weeks ago, they agreed to refund the money that week. But, this is the end of the third week, and they have not kept their word nor do they reply our e-mails since.

I know a civil claim is an option and we have e-mails to prove all I have stated above, but is there a redress scheme, regulator, ombudsman or something available that is prompt and effective to get our refund? Or, what do you advise?

Grateful for your anticipated help.

Steve Elliott



Comments

Mark Alexander

8:55 AM, 8th June 2015
About 3 years ago

Hi Steve

If you made payment by Credit Card or PayPal you should be able to organise a payment reversal without having to resort to using the Small Claims Courts.

You could, of course, advertise your property with us for free. If/when you decide to upgrade for a Premium listing it's only £11.80 p[er week and you only pay for the number of weeks that you choose to commit to. Seehttp://buytolet.property118.com/properties/how_it_all_works
.

Chris Sheldon

11:59 AM, 8th June 2015
About 3 years ago

Hi Steve,

We have had an identical issue with the same time frame so i'm assuming it could be the same portal!

I received a refund eventually after many phone calls (one every other day for 2 weeks). I emailed them after i wasn't getting anywhere and cc'd in trading standards. Shortly after i received a phone call confirming the termination of our contract and that a refund would take four weeks to process.

Hope this helps,

Chris

Mark Alexander

12:24 PM, 8th June 2015
About 3 years ago

Reply to the comment left by "Chris Sheldon" at "08/06/2015 - 11:59":

Hi Chris

How did you pay this portal?
.

Chris Sheldon

12:36 PM, 8th June 2015
About 3 years ago

Reply to the comment left by "Mark Alexander" at "08/06/2015 - 12:24":

When we signed up for the six month trial we filled out a direct debit mandate and they took the payment for the one month.

The portal in question hadn't set up our feed correctly so we never received any enquiries and as a result i had assumed they had gone bust and hadn't terminated the contract which did give me some leverage in negotiating the return of the funds and termination of the service, or lack of service as it happened!

Mark Alexander

12:39 PM, 8th June 2015
About 3 years ago

Reply to the comment left by "Chris Sheldon" at "08/06/2015 - 12:36":

You could also have reclaimed under the direct debit guarantee. One simple call to your bank will usually suffice 🙂
.

Chris Sheldon

12:57 PM, 8th June 2015
About 3 years ago

Reply to the comment left by "Mark Alexander" at "08/06/2015 - 12:39":

In hindsight that would have been a lot easier! 🙂

Paul Goulder

15:53 PM, 8th June 2015
About 3 years ago

I upgraded it cost £200 ish. I then deleted my email address due to scam about 2000 a day .yes 2000 a day .imy landlords software went down .i tried to re download it but couldn't due to a different email address than the one I upgraded on.after several emails to them ,all ignored .i went elsewhere so You never buy snowballs from Eskimoe twice.

Mark Alexander

16:39 PM, 8th June 2015
About 3 years ago

Reply to the comment left by "Paul Goulder" at "08/06/2015 - 15:53":

Contact your bank and ask the to organise a payment reversal under the Direct Debit Guarantee.
.

Steve Elliot

19:18 PM, 8th June 2015
About 3 years ago

Hello All,

I just want to say "Thank you" for your valuable advice. We were going to follow Mark's counsel and ring our bank today, when someone from the portal called and asked us to check our bank account. The money had been refunded in full. The explanation was that it took them time to sort things out with the Direct Debit provider.

All is well that ends well?

Paul Goulder

19:29 PM, 8th June 2015
About 3 years ago

Oh what a coincidence ?

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