Jetts Gym - refusal to refund payments they took in error without a bank statement

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Forums › Finance and wealth management › Jetts Gym - refusal to refund payments they took in error without a bank statement

timmmay

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#191250 29-Jan-2016 12:38

Jetts gym took money out of my bank account that they weren't entitled to - my account was on hold due to injury, which is within their terms and conditions. When I emailed them about the payments they apologised and said they can credit me time in the gym or refund within 30 days. I said let's refund as I don't know when I'll be back. They said I must provide a copy of my bank account statement before they'll provide a refund. They said I could black out other parts if I wanted to - so nice of them.

Is it acceptable to demand a bank statement before refunding money they took without authorisation? Can they enforce this? I just can't be bothered and can't see that I should have to. They've already acknowledged they've taken the money in error.

Who would I complain to about this poor financial business practice? The banking ombudsman? I know it's trivial but it's annoyed me.

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#1481191 29-Jan-2016 13:00

Just screenshot each payment without revealing any other transactions and yes this is normal practise with smaller companies.

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mattwnz

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#1481196 29-Jan-2016 13:06

Just ask them to mail you a cheque.

nigelj

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#1481198 29-Jan-2016 13:14

timmmay:

Jetts gym took money out of my bank account that they weren't entitled to - my account was on hold due to injury, which is within their terms and conditions. When I emailed them about the payments they apologised and said they can credit me time in the gym or refund within 30 days. I said let's refund as I don't know when I'll be back. They said I must provide a copy of my bank account statement before they'll provide a refund. They said I could black out other parts if I wanted to - so nice of them.

Is it acceptable to demand a bank statement before refunding money they took without authorisation? Can they enforce this? I just can't be bothered and can't see that I should have to. They've already acknowledged they've taken the money in error.

Who would I complain to about this poor financial business practice? The banking ombudsman? I know it's trivial but it's annoyed me.

They likely want some sort of proof that the payments were debited (although they should see that if they look up your reference number in their banking).

Some banks (Westpac comes to mind) let you print off individual transactions from Internet Banking - For Westpac in Old Internet Banking, click on the transaction, View Transaction Details (I think) and then print it off (to PDF). That typically won't show your balance.

The other way potentially, is you can dispute unauthorised use of a direct debit with the bank, and ask the bank to cut off the DD agreement until you reinstate it with Jetts upon your return to fitness.

Geese

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#1481205 29-Jan-2016 13:27

I had a bad experience at McDonalds 5 weeks ago. Made a purchased, handed over $10, was told it was $12, so had to pay extra by eftpos. Then when I got receipt, it was not (anywhere close to) what I ordered., I pointed it out and they took the note back out the till, started again, charged the right price, gave me the change from the $10, but when I asked her about the eftpos she said too bad we can't refund that sorry.

I'm not one to ever complain about stuff but she made the initial mistake and then did that so I wrote an email to McDonalds with clear information. Took them 4 weeks to even reply. I repeated the whole thing on the phone - and their resolution... drive all the way down there, bring in a bank statement showing the transaction, and they will refund the $2. Since I don't regularly go there and would cost $5 to get there, I'm just writing it off. So even a place like that wants to see bank statement over tiny amount.

timmmay

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#1481210 29-Jan-2016 13:31

I mostly just object to having to go to the trouble when they already have confirmation that I made the payment - my money is in their bank account! Sure I could do it relatively easily, but why should I? They've taken money out of my bank account, the onus should be on them to return it.

nathan

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#1481224 29-Jan-2016 13:50

Ask to speak to a manager or franchise owner instead of the incompetent pleb you've been dealing with.

Swanny

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#1481252 29-Jan-2016 14:45

Most gyms contract this stuff out to 'evil corp' who for a pretty hefty fee do all the chasing on their behalf. They rely on being so heavy handed that even when in the wrong they try and bluff their way through to keep their money (to give them credit I'm sure they spend a lot of time chasing genuine non-payment).

If it is one of these type of companies don't give in.

sxz

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#1481257 29-Jan-2016 14:54

timmmay:

Is it acceptable to demand a bank statement before refunding money they took without authorisation? Can they enforce this? I just can't be bothered and can't see that I should have to. They've already acknowledged they've taken the money in error.

Absolutely. They want confirmation of the bank account number to pay funds to. They may not necessarily know what account the funds came from

timmmay

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#1481261 29-Jan-2016 15:03

sxz:

timmmay:

Is it acceptable to demand a bank statement before refunding money they took without authorisation? Can they enforce this? I just can't be bothered and can't see that I should have to. They've already acknowledged they've taken the money in error.

Absolutely. They want confirmation of the bank account number to pay funds to. They may not necessarily know what account the funds came from

That's not what they asked for, they asked to see the transactions on my bank statement. As it happens it's my credit card, and I'm not emailing my credit card number around, so that would be blanked out anyway.

richms

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#1481274 29-Jan-2016 15:30

If its your credit card then just get onto your bank about it.

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gregmcc

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#1481310 29-Jan-2016 15:46

timmmay:

sxz:

timmmay:

Is it acceptable to demand a bank statement before refunding money they took without authorisation? Can they enforce this? I just can't be bothered and can't see that I should have to. They've already acknowledged they've taken the money in error.

Absolutely. They want confirmation of the bank account number to pay funds to. They may not necessarily know what account the funds came from

That's not what they asked for, they asked to see the transactions on my bank statement. As it happens it's my credit card, and I'm not emailing my credit card number around, so that would be blanked out anyway.

Just advise them, no problem... but there will be a $25 statement fee.

We all know they know damm well who has paid what when, if they didn't there wouldn't be a way to chase up late/non payers. It is just their way of making things difficult for you and hoping that you will just give up.

Don't give up, make it costly for them to mess you about.

mattwnz

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#1481313 29-Jan-2016 15:55

richms:

If its your credit card then just get onto your bank about it.

Some banks seem to now charge a fee for chargebacks. I would ask for a cheque ,and $5 to cover the processing costing, as most banks will charge a depost fee for cheques. My bank lets you mail in cheque depsits, and it doesn't cost anything to do them. That way you also get to keep the points on the credit card for the payments deducted, and as the cheque can only be deposited into the name of the account it is made out to, they don't then require any bank details from you.

richms

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#1481315 29-Jan-2016 15:57

Only for failed chargebacks when I queried the listing of the charge on a list of charges they have.

Richard rich.ms

geekbhaji

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#1481333 29-Jan-2016 16:19

timmmay:

Jetts gym took money out of my bank account that they weren't entitled to - my account was on hold due to injury, which is within their terms and conditions. When I emailed them about the payments they apologised and said they can credit me time in the gym or refund within 30 days. I said let's refund as I don't know when I'll be back. They said I must provide a copy of my bank account statement before they'll provide a refund. They said I could black out other parts if I wanted to - so nice of them.

Is it acceptable to demand a bank statement before refunding money they took without authorisation? Can they enforce this? I just can't be bothered and can't see that I should have to. They've already acknowledged they've taken the money in error.

Who would I complain to about this poor financial business practice? The banking ombudsman? I know it's trivial but it's annoyed me.

The same happened to me. I never got mine back. My emails went back and forth but no one took responsibility. I went to gym couple of time to talk to manager but they weren't there and other staff dont want to help at all, not even responded to questions properly pretending they are busy and its not their fault.. So I left Jetts for good..

Humor makes us humans !

timmmay

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#1481352 29-Jan-2016 16:42

Well mine's on a credit card, so I'll get it back. I don't care about the money particularly, but I'd rather it was in my bank account than yours.

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