Need Advice for Service Refund

Lcmilano8 on 07/03/2017 - 20:30
Last edited 08/03/2017 - 10:12 by 1 other user

Hi guys,

I found myself in need of your wisdom.

On 20 December 2016, as recommended by a friend, I signed up to attend an event that is to occur by the end of this Month (31 March).

The event costs an X amount to attend, with 15% to be paid upfront, and the remaining 85% to be paid 24 days before the day of the event.

In February 2017 I decided I no longer want to attend the event, subsequently seeking to get cancellation of the remaining fees. I was willing to let go of the initial 15% that had already been paid for as "circumstantial loss" - the sort of thing like deposit that I can't get back.

On 15 February 2017 I called their office to let them know my intention to cancel. The lady on the other end of the phone looked up my name and informed me that I have to be talking directly to the Registration Officer in charge of my account - let's call her Kelly. I was then forwarded to her direct line, which went to her voicemail. I left a message with my name, number and my intention and requested a call back.

10 days later on 25 February I still had not received any call back from Kelly, so I gave the office another ring. Another lady picked up and we went through the same process of forwarding me to Kelly's direct line, which went to her voice mail again. I left my second message and requested a call back. The lady who directed my call was also kind enough to write down my details (which included my email address) on a note which she promptly left on Kelly's desk.

6 days ago on 1 March I received an email from Kelly to ask to schedule a phone conversation on the following week. I replied to ask to speak the next day (2 March), but Kelly said she would only be available to talk on the following week. So we scheduled a phone call to be made on 9 March (2 days from now on a Thursday).

Just earlier today on 7 March 2017, I received an email with receipt attachment, saying that my fees had been paid in full. Yes, today is 24 days before the day of the event :(

My issue is - the event has a no refund policy for the already paid for amount. My conversation with Kelly will take place 2 days from now and I fully expect her to put on the defensive to try to get me not cancel my attendance. The thing is, my circumstances had changed and I am no longer able to afford such fees (my old workplace offered to reimburse the fees, but company went kaput). Let's just say for comparison, the X amount to participate in the event is around the cost of a brand new high end smart phone.

Now, should Kelly be adamant with the stance of not letting me cancel, thus not getting refund, can the ACL or any other governing bodies step in and assist me with my case?

Also, I know I wrote "Services Refund", but I think "Product Refund" can also apply here (I'm not sure which one is more appropriate for the situation).

Comments, thoughts, advice?

Thanks in advance!

Financial

Comments

  • snook on 07/03/2017 - 20:59
    +1

    Fair trading does products and services. If the conversation doesn't go well, just complain to them and they'll sort it out.
    Sounds like they intentionally screwed you around to me.

    • cmilano8 on 07/03/2017 - 21:33

      Thanks for that! I will consult them should it comes to that.

  • minniethemoocher on 07/03/2017 - 22:02

    If you paid by credit card talk to your credit card provider to see if you are eligible for a chargeback.

    • cmilano8 on 07/03/2017 - 22:34

      I will try this also. At the moment the payment is labeled "Pending" - does this mean I can call up my provider and ask them to block/cancel the payment?

  • bobbified on 07/03/2017 - 22:27

    I was willing to let go of the initial 15% that had already been paid for as "circumstantial loss"

    Did you only pay the 15% that you're trying to get back? I don't think you'll get that back because of their no refund policy.
    Your situation falls into the "Change of Mind" category, so as long as they've stated that there's no refunds for such, then I doubt you'd have much luck getting that back.

    I received an email with receipt attachment, saying that my fees had been paid in full.

    I don't quite get it - have you actually paid the remaining 85%?

    • cmilano8 on 07/03/2017 - 22:31

      It was set on auto charge on the day I registered last December. I had intended to cancel before they would charge me the second time but apparently it got dragged on for 3 weeks - sorry if it wasn't clear!

      EDIT: Also 15% was charged on the day I registered - I was willing to overlook this and still am willing to. A "change of mind" penalty like you said.

      The remainder 85% was charged today, 3 weeks after my initial call to ask to cancel :(

      • bobbified on 07/03/2017 - 22:37

        That makes more sense now - If it was on auto-charge, I would've put something in writing when they didn't answer or call back (guess hindsight is a great thing!).

        From your story, it almost seems like they intentionally dragged it out so that you hit that 24 day period.

        I'd wait a couple of days until you get to speak to the person you need to speak to and go from there.
        Who knows? Although, unlikely, they might actually give you a refund for that 85% and you'd be worrying about nothing at the moment.

        You could always politely mention a chargeback during the phone conversation if the money has come out from a credit card. A chargeback will cost them money in fees and they may or may not give in to that kind of threat.

        • cmilano8 on 08/03/2017 - 07:02

          My intention was to be prepared for the chat on Thursday should she try to talk me out of cancelling. I have a feeling (perhaps unfounded) that it was the intention of this Kelly lady all along - to book a time to talk to me out of it. If such happens, I want to know what my options are and who I can contact to help me get a refund.

          If nothing happens - i.e. the lady helped me process my refund then all is well. If the process is not so smooth, well, I need to be prepared to fight my case.

          Thanks for the advice :)

        • bobbified on 08/03/2017 - 12:13

          @cmilano8:

          It sounds like some sort of short-course through a "Registered Training Organisation"? If is, I'm really not surprised at what they've done.

          My advice is, when you do talk to her, be prepared to be firm about your decision without umm-ing and aah-ing too much - you wouldn't want to give her the opportunity to think that she can talk you out of cancelling.

          Good luck with it and let us how you go :)

        • cmilano8 on 10/03/2017 - 16:04

          @bobbified:

          Update: Kelly did not call me on Thursday as agreed on.

          40 mins past the agreed time of call, another lady, Sue, called, claiming to be Kelly's manager. We made an appointment to speak the next day (today).

          And I just got off the phone with her.

          She agreed to issue me with the FULL refund (including the initial deposit)!

          \o/

          Yes, I worried over nothing there, but it was the right thing to do to be prepared should they be on the defensive, judging on the way they had been handling things.

          To answer your question, yes, it is some sort of "Training" event. One I didn't feel like I need but registered anyway out of curiosity.

          Thank you for your advice! Really helped my position by being assertive, concise and unbiased there.

        • bobbified on 10/03/2017 - 17:11

          @cmilano8:

          Wow! Great to hear that you've got the best possible outcome!

          I now wonder if it really was the manager/owner catching on about what a salesperson was doing to you before it harms her business name. But I guess we'll never know - and with this outcome, we don't need to know anymore! :)

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