Legalities of Customer Service
Discussion
I am in a fascinating situation with a national sports outfit, whereby I am trying to resolve an issue with a paid service, however I am unable as the organisation is totally uncontactable.
I have paid a small amount to hire a court over the weekend, however owing to a family emergency we couldn't use it. The amount is tiny but this is about principle as I have had other issues trying to access the courts before using their automated digital keypad service. All I am after is a refund, or a response to resolve my minor issue however there is no means of contact. The confirmation email gives a phone number however this is a spoof number - it plays music for 35 minutes before going silent. I have spent a few office days at work letting the number run, it remains silent/unanswered for 6 - 8 hours every time. The number literally does not go to anything. They have a chat function online which is unavailable, and on the few occasions it has worked, there is no response. Email address used, emailed numerous times, all no response.
So it appears you can just set up a money paying service, take peoples money and remain completely anonymous / unreachable? I would generate a CCJ via moneyclaim however there is no address I can enter! I know we live in an age where nobody is contactable anymore, everything is go online, get a ticket, wait 7 days for a pointless answer, but surely there has to be some threshold of acceptability?
I have paid a small amount to hire a court over the weekend, however owing to a family emergency we couldn't use it. The amount is tiny but this is about principle as I have had other issues trying to access the courts before using their automated digital keypad service. All I am after is a refund, or a response to resolve my minor issue however there is no means of contact. The confirmation email gives a phone number however this is a spoof number - it plays music for 35 minutes before going silent. I have spent a few office days at work letting the number run, it remains silent/unanswered for 6 - 8 hours every time. The number literally does not go to anything. They have a chat function online which is unavailable, and on the few occasions it has worked, there is no response. Email address used, emailed numerous times, all no response.
So it appears you can just set up a money paying service, take peoples money and remain completely anonymous / unreachable? I would generate a CCJ via moneyclaim however there is no address I can enter! I know we live in an age where nobody is contactable anymore, everything is go online, get a ticket, wait 7 days for a pointless answer, but surely there has to be some threshold of acceptability?
Yeah, chargeback via credit card is a good route.
If you need the address, what about using the address of the court, or anything on the receipt, or asking the bank for the address of the retailer you paid, or Googling and using a reasonable match on the address etc. Of course, it would easy to get a moneyclaim if the address is wrong, but then it would be unpaid, and in the future bailiffs would potentially need an address to visit. They might be better at reconciling addresses than you - but then if its been incorrectly served....etc.etc
Are you entitled to a refund? What are the terms of business? Underlying contract?
If you need the address, what about using the address of the court, or anything on the receipt, or asking the bank for the address of the retailer you paid, or Googling and using a reasonable match on the address etc. Of course, it would easy to get a moneyclaim if the address is wrong, but then it would be unpaid, and in the future bailiffs would potentially need an address to visit. They might be better at reconciling addresses than you - but then if its been incorrectly served....etc.etc
Are you entitled to a refund? What are the terms of business? Underlying contract?
Its not just me as the Trustpilot reviews for the organisation are hundreds of 1 star entries saying the same. Chargeback is a good idea actually.
Its a known issue across the country, my friend is a coach and knows other coaches, they have all given up trying to access the courts for similar reasons. Most of them apparently have holes cut in the wire fences as it is the only way people can actually get to use them.
Its a known issue across the country, my friend is a coach and knows other coaches, they have all given up trying to access the courts for similar reasons. Most of them apparently have holes cut in the wire fences as it is the only way people can actually get to use them.
Ubiquitous2024 said:
I have paid a small amount to hire a court over the weekend, however owing to a family emergency we couldn't use it.
I agree that CC chargeback would be far simpler and quicker than going to court. But first, is there any small print? Does anything say 'Cancellation within 48 hours not refundable' etc? If not then go for it, nothing to lose.Did you actually cancel your booking? If so, how did you do this?
What makes you think you're actually due a refund?
I get that their customer service might be shoddy, but you booked it and paid for it. The fact that you couldn't use it isn't their fault, it's yours.
If the Ts&Cs don't mention refunds, then have you just assumed you're entitled to one?
What makes you think you're actually due a refund?
I get that their customer service might be shoddy, but you booked it and paid for it. The fact that you couldn't use it isn't their fault, it's yours.
If the Ts&Cs don't mention refunds, then have you just assumed you're entitled to one?
Just so I’m clear…
1. You booked a Court with the business to play, what one assumes, racket sports.
2. Your circumstances changed through no fault of the business and you were unable to use said Court.
3. You now seek a full refund as you were unable to use this Court owing to point two.
4. If you cannot achieve the refund then you intend to take the business to litigation via MCOL?
You will have absolutely no chance of gaining a CCJ and recovering the cost of the Court (that you could not use) through litigation unless you can demonstrate that you are due the refund via their T&C’s - which I will almost certainly would state you won’t be able to - in an effort to recover your outlay. It would be a very short hearing and you’ll be told by a District Judge to be on your way in a matter of minutes. To even attempt this claim is futile.
1. You booked a Court with the business to play, what one assumes, racket sports.
2. Your circumstances changed through no fault of the business and you were unable to use said Court.
3. You now seek a full refund as you were unable to use this Court owing to point two.
4. If you cannot achieve the refund then you intend to take the business to litigation via MCOL?
You will have absolutely no chance of gaining a CCJ and recovering the cost of the Court (that you could not use) through litigation unless you can demonstrate that you are due the refund via their T&C’s - which I will almost certainly would state you won’t be able to - in an effort to recover your outlay. It would be a very short hearing and you’ll be told by a District Judge to be on your way in a matter of minutes. To even attempt this claim is futile.
ADJimbo said:
Just so I m clear
1. You booked a Court with the business to play, what one assumes, racket sports.
2. Your circumstances changed through no fault of the business and you were unable to use said Court.
3. You now seek a full refund as you were unable to use this Court owing to point two.
4. If you cannot achieve the refund then you intend to take the business to litigation via MCOL?
You will have absolutely no chance of gaining a CCJ and recovering the cost of the Court (that you could not use) through litigation unless you can demonstrate that you are due the refund via their T&C s - which I will almost certainly would state you won t be able to - in an effort to recover your outlay. It would be a very short hearing and you ll be told by a District Judge to be on your way in a matter of minutes. To even attempt this claim is futile.
My reading of the OP's question is that it is about the legalities of companies providing a valid way to contact them rather than the specific details of cancelling this booking...1. You booked a Court with the business to play, what one assumes, racket sports.
2. Your circumstances changed through no fault of the business and you were unable to use said Court.
3. You now seek a full refund as you were unable to use this Court owing to point two.
4. If you cannot achieve the refund then you intend to take the business to litigation via MCOL?
You will have absolutely no chance of gaining a CCJ and recovering the cost of the Court (that you could not use) through litigation unless you can demonstrate that you are due the refund via their T&C s - which I will almost certainly would state you won t be able to - in an effort to recover your outlay. It would be a very short hearing and you ll be told by a District Judge to be on your way in a matter of minutes. To even attempt this claim is futile.
We didn't use it owing to a family emergency, which was a pretty genuine one. I would love to be able to have the conversation around usage as you describe, however, it is impossible to identify or communicate with the national association that runs the courts. I have no idea about what my entitlements are. There is no terms and conditions, small print or contract - just the info I posted above.
Ubiquitous2024 said:
We didn't use it owing to a family emergency, which was a pretty genuine one. I would love to be able to have the conversation around usage as you describe, however, it is impossible to identify or communicate with the national association that runs the courts. I have no idea about what my entitlements are. There is no terms and conditions, small print or contract - just the info I posted above.
You're after a refund because YOU couldn't make use of the service you paid for. Your "pretty genuine family emergency" is totally irrelevant. You're so determined that this refund is owed to you that you're considering taking legal action to get it.
Seriously - get a grip.
Ubiquitous2024 said:
Its not just me as the Trustpilot reviews for the organisation are hundreds of 1 star entries saying the same. Chargeback is a good idea actually.
Its a known issue across the country, my friend is a coach and knows other coaches, they have all given up trying to access the courts for similar reasons. Most of them apparently have holes cut in the wire fences as it is the only way people can actually get to use them.
As it's a widespread problem it's the kind of thing that Trading Standards would have looked at in the past. But they don't really exist in any meaningful way now. You could try through Citizens Advice but on an individual basis it feels too trivial.Its a known issue across the country, my friend is a coach and knows other coaches, they have all given up trying to access the courts for similar reasons. Most of them apparently have holes cut in the wire fences as it is the only way people can actually get to use them.
Perhaps try one of the newspapers' consumer helpdesk?
Ubiquitous2024 said:
Its a known issue across the country, my friend is a coach and knows other coaches, they have all given up trying to access the courts for similar reasons. Most of them apparently have holes cut in the wire fences as it is the only way people can actually get to use them.
I'm guessing you only found this out AFTER you had paid.To be honest LOTS of organisations and events have a non-refund Policy. Holidays for example, concerts, lots of other stuff. I appreciate the frustration of the difficulty in contacting them but I'd put it down to experience and move on.
Maybe contact the LTA (Lawn Tennis Association) - they are proudly displayed as the "Lead Partner"
They also have a Facebook & Instagram link.
ETA:
They also have a Facebook & Instagram link.
ETA:
Ubiquitous2024 said:
it is impossible to identify or communicate with the national association that runs the courts.
It is not a National Association - just an organisation that makes you think that it is.Edited by nvubu on Monday 21st July 20:11
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