Questions of Cash: Driven round the bend by trip's parking charge

Q. We booked a holiday with Thomas Cook, travelling by car to Disneyland Paris for three nights, then staying in a Paris hotel – the Campanile at Bastille – for four days. Our local Thomas Cook branch booked the trip, including Eurotunnel. We selected the hotel because it provided parking: we were promised by Thomas Cook that parking was included in the hotel price. But at the hotel we were told that our travel agent had failed to book the car parking.

We had to pay extra for the first two days and then find our own parking after that, as there was no space in the hotel car park. We paid an additional £90 for parking and suffered the inconvenience of having to park at a public parking garage some distance from the hotel for the last two nights. I called the emergency Thomas Cook number and was told that there was nothing they could do and that I had to take it up with our local office on our return.

When I wrote to the Thomas Cook branch, it referred the matter to its customer services department. Its replay said it had forwarded my complaint to Disneyland Paris and had closed the case. When I challenged this by email, the email was returned, saying that emailed responses were not accepted and that I must raise a new complaint – which seemed pointless as I had already submitted two complaints. AS, Bishops Stortford.

A. Thomas Cook apologises and has refunded £85 for car parking costs and provided a £75 discount voucher on a future holiday. A spokesman says: "We're really sorry for our error and thank [the reader] again for her patience whilst we resolved this for her."

Q. We are new customers to Sky TV and broadband. We were persuaded to buy a TV catch-up package and a broadband service that are not compatible with each other. We were told that Sky's Everyday Lite broadband service is cheaper than BT, who we were previously with.

This "Lite" service has a 2gb download limit. We wanted a catch-up TV service for all our channels, so were advised to purchase Sky's "Anytime+" service. But it is now clear that the 2gb limit will very quickly be used up with Anytime+, so we need to upgrade to Sky Unlimited Broadband at an extra cost of £7.50 per month.

Sky's sales people did not tell us that Anytime+ would not work effectively with Everyday Lite. Sky's own website states that: "To get started with Sky Anytime+ you'll need Sky Broadband unlimited." We have spoken on two occasions to Sky's cancellation department, which assured us that the two services were "compatible". JH, Birmingham.

A. A spokesman for BSkyB says: "We're sorry if it wasn't clear to [the reader] that Sky Broadband Unlimited is the most appropriate broadband package to partner with Sky Anytime+. Sky Broadband Unlimited is the best choice for the service as it has no data cap or fair-use policies, meaning that customers can get the most out of Sky's video on demand offering. In light of this, we've offered [the reader] a goodwill gesture." You are now able to subscribe to Sky Broadband Ultimate for the price of Sky Broadband Everyday Lite for the first year, saving 25 per cent of the usual service charge.

Q. I am the secretary of a voluntary organisation, having taken over in June when the previous office holder left without notice. Other committee members left at the same time. Our bank – RBS – asked for details of the new signatories. I explained the situation and the bank told me the new signatories would need to attend the branch with passports and driving licences to prove their identity. We did this within 10 days. The bank was very unhelpful and sent another set of papers to be completed.

I complained about the delay, but the bank was unconcerned. As it could give no reason for the delay I escalated my complaint to its customer relations department. I was promised an early response and that I would be notified of progress if the investigation took more than 10 days. I have heard no more, despite this. We have several thousand pounds in the account, which we are unable to access. We might have been forced to close if we did not already have an arrangement in place to pay our creditors by direct debit. RD, York.

A. A spokeswoman for RBS says: "The security of our customers' accounts is paramount, therefore changing signatories for three people involved in an association or club requires the co-ordination of ID checks for all those involved. In this case ID documentation was received from the three gentlemen across June and July. The branch tried to contact [the reader] by phone several times to discuss this, but were unsuccessful. The paperwork is now complete and the new mandate in place. It is regrettable that these delays occurred and we will contact the customer to apologise and resolve this matter."

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@independent.co.uk.

Independent Partners; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk

Finacial products from our partners
Property search
  • Get to the point
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Ashdown Group: Business Analyst - Financial Services - City, London

    £50000 - £55000 per annum: Ashdown Group: Business Analyst - Financial Service...

    SThree: Trainee Recruitment Consultant

    £18000 - £23000 per annum + OTE £45K: SThree: At SThree, we like to be differe...

    SThree: Trainee Recruitment Consultant

    £20000 - £25000 per annum + competitive: SThree: Did you know? SThree is the o...

    Recruitment Genius: Administrator - IFA Based

    £22000 - £24000 per annum: Recruitment Genius: This is an opportunity to join ...

    Day In a Page

    Arsenal vs Chelsea: Praise to Arsene Wenger for having the courage of his convictions

    Michael Calvin's Last Word

    Praise to Wenger for having the courage of his convictions
    Major medical journal Lancet under attack for 'extremist hate propaganda' over its coverage of the Israeli-Palestinian conflict

    Lancet accused of 'anti-Israel hate propaganda' over coverage of Gaza conflict

    Threat to free speech as publishers of renowned medical journal are accused of inciting hatred and violence
    General Election 2015: Tories and Lib Dems throw their star names west to grab votes

    All noisy on the Lib Dems' western front

    The party has deployed its big guns in Cornwall to save its seats there. Simon Usborne heads to the heart of the battle
    How Etsy became a crafty little earner: The online market has been floated for £1.2bn, but can craft and capitalism coexist?

    How Etsy became a crafty little earner

    The online market has been floated for £1.2bn, but can craft and capitalism coexist?
    Guy Ritchie is the latest filmmaker to tackle King Arthur - one of our most versatile heroes

    King Arthur is inspiring Guy Ritchie

    Raluca Radulescu explains why his many permutations - from folk hero to chick-lit hunk - never cease to fascinate
    Apple Watch: Will it live up to expectations for the man or woman on the street?

    Apple Watch: Will it live up to expectations?

    The Apple Watch has apparently sold millions even before its launch tomorrow
    Don't fear the artichoke: it's a good cook's staple, with more choice than you'd think

    Don't fear the artichoke

    Artichokes are scary - they've got spikes and hairy bits, and British cooks tend to give them a wide berth. But they're an essential and delicious part of Italian cuisine
    11 best men's socks

    11 best men's socks

    Make a statement with your accessories, starting from the bottom up
    Paul Scholes column: Eden Hazard would be my Player of the Year – but I wonder if he has that appetite for goals of Messi or Ronaldo

    Paul Scholes column

    Hazard would be my Player of the Year – but I wonder if he has that appetite for goals of Messi or Ronaldo
    Frank Warren: Tyson Fury will be closely watching Wladimir Klitschko... when he wins it'll be time to do a deal

    Frank Warren's Ringside

    Tyson Fury will be closely watching Wladimir Klitschko... when he wins it'll be time to do a deal
    London Marathon 2015: Kenya's brothers in arms Wilson Kipsang and Dennis Kimetto ready to take on world

    Kenya's brothers in arms take on world

    Last year Wilson Kipsang had his marathon record taken off him by training partner and friend Dennis Kimetto. They talk about facing off in the London Marathon
    Natalie Bennett interview: I've lost track of the last time I saw my Dad but it's not because I refuse to fly

    Natalie Bennett interview: I've lost track of the last time I saw my Dad

    Green leader prefers to stay clear of her 'painful' family memories but is more open about 'utterly unreasonable' personal attacks
    Syria conflict: Khorasan return with a fresh influx of fighters awaiting the order to start 'shooting the birds'

    Khorasan is back in Syria

    America said these al-Qaeda militants were bombed out of the country last year - but Kim Sengupta hears a different story
    General Election 2015: Is William Cash the man to woo Warwickshire North for Ukip?

    On the campaign trail with Ukip

    Is William Cash the man to woo Warwickshire North?
    Four rival Robin Hood movies get Hollywood go-head - and Friar Tuck will become a superhero

    Expect a rush on men's tights

    Studios line up four Robin Hoods productions