Questions of Cash: I can't get payments made in error back from Carphone Warehouse

 

Q. I set up a standing order in May 2001 from my Nationwide account to Carphone Warehouse. Payments were made in error until last April, a total of £1,296.05, for a service never provided by Carphone Warehouse. I have written to Carphone Warehouse, but not had a reply. I complained to the Financial Ombudsman Service, which said the problem is not in its scope. I contacted the phone regulator, Ofcom, which also said it was outside its competence. Can you help? AS, Cheshire.

A. We were able to provide Carphone Warehouse with sufficient evidence to prove that your account of what happened was correct. A spokeswoman for Carphone Warehouse says: "We have investigated this matter thoroughly and we can confirm that the customer's cancellation was not processed, due to a discrepancy regarding the reference number for the insurance policy. We have apologised for the inconvenience and have immediately refunded the full £1,310.75 of additional payments taken after the error."

Company owes me hundreds of pounds in unpaid salary

Q. I would like your help to recover my unpaid salary. I was hired by Minstrel Recruitment Limited (MRL) in May 2012 to work for Keller Getec on the Crossrail project. I have submitted all my invoices, but payments arrived late. I am now owed several hundred pounds. I have sent payment demands by recorded delivery and I am asking for your help, as my only alternative is to take legal action. AA, London.

A. Keller tells us payment in full for the relevant work was paid to MRL and it has no responsibility for any money due to you. MRL responds to your complaint by making a number of counter-allegations. According to MRL, initial late payments were the result of you failing to submit some invoices and making incorrect calculations of money due on other invoices. A subsequent late payment, it says, was because of your failure to respond promptly to requests for further information. MRL says that in October your contract was terminated and that you were paid above and beyond what you were legally due. Since then, you tell us you did receive an additional payment, apparently in response to our enquiries. We asked MRL to comment on this, but it failed to respond.

Backgammon website has £30 of my father's money

Q. My father is 87 and in failing health. Until a couple of years ago he played online backgammon through the Play65 website, but as his eyesight has deteriorated he is no longer able to play. He believes he has a small credit in his account, £30 or so. He cannot remember his password to access his account. I have tried to contact Play65 by email on four occasions, both from my own email address and from my father's, but I have not had any response. I cannot find a phone number for them. Can you help? LB, by email.

A. We had the same problems trying to communicate with Play65 – we did not receive replies to our emails and we could not locate an address or phone number. We then asked how your father credited his Play65 account and you advised us that he paid using his Barclaycard. We approached Barclaycard, enquiring whether it could assist. Barclaycard says it is now too long since your father made the transfer to Play65 to recover the funds under its merchant charge-back rules. However, as a gesture of goodwill Barclaycard is crediting your father's account with the £30 he believes was held.

Olympic charged more as my children were under 12

Q. I booked a family holiday with Olympic Holidays in September 2012 for a self-catering apartment in Crete for August 2013. I was told by other holidaymakers that I had been charged more by telling the truth that two of my children are under 12. I was never told the age of my children had a bearing on the price – a total of £3,566. I then looked at the invoice and found that I had been charged an extra £420.74 for the children being under 12. I have complained to Olympic Holidays, without success. FR, Derbyshire.

A. Olympic Holidays denies you were overcharged, but accepts its invoicing has been confusing. The agency says what it calls a "legacy" IT system has made it impossible for the company to produce transparent invoices. The agency's director, David Wilson, says he has had the charges recalculated as if all your party were adults and the result was less than £5 different. He explains: "I think [the reader] has been misled by misguided comments [by other holidaymakers], although I agree the pricing as shown on her confirmation email was not as clear as it might have been and does give the wrong impression. It is a legacy [IT] system that is unable to show pricing in the particular circumstances applying to [the reader's] holiday in the correct way. We will be moving to an improved booking platform over the next couple of years."

Questions of Cash cannot give individual advice. But we'll do our best to help if you have a financial dilemma. Email us at: questions ofcash@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

PROMOTED VIDEO
Finacial products from our partners
Property search
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

    Recruitment Genius: Compliance Assistant

    £13000 per annum: Recruitment Genius: This Pension Specialist was established ...

    Ashdown Group: Market Research Executive

    £23000 - £26000 per annum + Benefits: Ashdown Group: Market Research Executive...

    Recruitment Genius: Technical Report Writer

    £25000 - £35000 per annum: Recruitment Genius: A Technical Report Writer is re...

    MBDA UK Ltd: Indirect Procurement Category Manager

    Competitive salary & benefits!: MBDA UK Ltd: MBDA UK LTD Indirect Procurement...

    Day In a Page

    Isis hostage crisis: The prisoner swap has only one purpose for the militants - recognition its Islamic State exists and that foreign nations acknowledge its power

    Isis hostage crisis

    The prisoner swap has only one purpose for the militants - recognition its Islamic State exists and that foreign nations acknowledge its power, says Robert Fisk
    Homeless Veterans appeal: ‘If you’re hard on the world you are hard on yourself’

    Homeless Veterans appeal: ‘If you’re hard on the world you are hard on yourself’

    Maverick artist Grayson Perry backs our campaign
    Missing salvage expert who found $50m of sunken treasure before disappearing, tracked down at last

    The runaway buccaneers and the ship full of gold

    Salvage expert Tommy Thompson found sunken treasure worth millions. Then he vanished... until now
    Assisted Dying Bill: I want to be able to decide about my own death - I want to have control of my life

    Assisted Dying Bill: 'I want control of my life'

    This week the Assisted Dying Bill is debated in the Lords. Virginia Ironside, who has already made plans for her own self-deliverance, argues that it's time we allowed people a humane, compassionate death
    11 best winter skin treats

    Give your moisturiser a helping hand: 11 best winter skin treats

    Get an extra boost of nourishment from one of these hard-working products
    Isis hostage crisis: Militant group stands strong as its numerous enemies fail to find a common plan to defeat it

    Isis stands strong as its numerous enemies fail to find a common plan to defeat it

    The jihadis are being squeezed militarily and economically, but there is no sign of an implosion, says Patrick Cockburn
    Virtual reality thrusts viewers into the frontline of global events - and puts film-goers at the heart of the action

    Virtual reality: Seeing is believing

    Virtual reality thrusts viewers into the frontline of global events - and puts film-goers at the heart of the action
    Homeless Veterans appeal: MP says Coalition ‘not doing enough’

    Homeless Veterans appeal

    MP says Coalition ‘not doing enough’ to help
    Larry David, Steve Coogan and other comedians share stories of depression in new documentary

    Comedians share stories of depression

    The director of the new documentary, Kevin Pollak, tells Jessica Barrett how he got them to talk
    Has The Archers lost the plot with it's spicy storylines?

    Has The Archers lost the plot?

    A growing number of listeners are voicing their discontent over the rural soap's spicy storylines; so loudly that even the BBC's director-general seems worried, says Simon Kelner
    English Heritage adds 14 post-war office buildings to its protected lists

    14 office buildings added to protected lists

    Christopher Beanland explores the underrated appeal of these palaces of pen-pushing
    Human skull discovery in Israel proves humans lived side-by-side with Neanderthals

    Human skull discovery in Israel proves humans lived side-by-side with Neanderthals

    Scientists unearthed the cranial fragments from Manot Cave in West Galilee
    World War Z author Max Brooks honours WW1's Harlem Hellfighters in new graphic novel

    Max Brooks honours Harlem Hellfighters

    The author talks about race, legacy and his Will Smith film option to Tim Walker
    Why the league system no longer measures up

    League system no longer measures up

    Jon Coles, former head of standards at the Department of Education, used to be in charge of school performance rankings. He explains how he would reform the system
    Valentine's Day cards: 5 best online card shops

    Don't leave it to the petrol station: The best online card shops for Valentine's Day

    Can't find a card you like on the high street? Try one of these sites for individual, personalised options, whatever your taste