Questions of Cash: I can't get payments made in error back from Carphone Warehouse
Friday 24 January 2014
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 firstname.lastname@example.org
- 1 Should Apple buy Greece?
- 2 Michael Douglas regrets 'embarrassing' Catherine Zeta-Jones with oral sex comments
- 3 Drummer Lee Rigby's family reject 'extremist' groups using Woolwich murder for political gain
- 4 Tunisia hotel attack: Locals form 'human shield' to protect hotel from gunman Seifeddine Rezgui
- 5 Fox News anchor asks 'what's to prevent' three people from marrying after same-sex marriage legalised
The moment a Queen's Guard soldier lost it and drew his gun at annoying tourist
Greece crisis: The wider lesson is that it’s time to abandon this failed experiment in currencies
'I wish the BBC would stop calling it Islamic State' – David Cameron unleashes frustration at broadcaster
Extend Right To Buy to tenants of private landlords, Labour's Jeremy Corbyn says
David Cameron struck double blow in his hopes to win Britain a new EU deal
Pentagon accuses Russia of 'playing with fire' over nuclear threats towards Nato
iJobs Money & Business
£22500 - £27000 per annum + OTE £45K: SThree: Since our inception in 1986, STh...
Negotiable: Recruitment Genius: This extremely successful and well-established...
Competitive with monthly bonus: Guru Careers: We are seeking an experienced FX...
Competitive (Freelance) : Guru Careers: An Investment Writer / Stock Picker is...
Day In a Page
Previously two semi-detached properties, this five-bedroom home is spread over three floors with a large breakfast kitchen, orangery, office and gym on the second floor.
This five-bedroom home enjoys countryside views over the Blyth estuary to Southwold, offering flexible living space with a ground-floor annexe - ideal for use as a holiday let.
Just outside of Cambridge, this single-storey home offers three double bedrooms, a living room with vaulted timber ceiling and ladder steps that lead to a mezzanine study area.
This six-bedroom Georgian home is on three floors with open fireplaces, a two oven Aga, an annexe, and cottage gardens with outbuildings and a car barn.
A former coach house, Glebe Farm Stable is now a three-bedroom cottage with a double car barn, an attached office, kennels and an outbuilding that's currently used as a gym.
Located beside an impressive Victorian viaduct, this four-bedroom home has an open-plan living area that is glazed on two sides, with skylights and high ceilings.
A former furniture workshop, this three-bedroom home has high ceilings and painted brick walls, in a village setting only fifteen miles from the coast.
This five-bedroom stone townhouse features a pine staircase and an Inglenuk fireplace, double doors from the lounge give access to an enclosed courtyard.
This five-bedroom, detached home blends traditional and modern design; the sleek kitchen features a gas hob and oven set within an exposed chimney breast.
Moored in Chelsea's Cheyne Walk, this houseboat offers two double bedrooms and a teak deck that's ideal for al-fresco dining.
Surrounded by woodland, this five-bedroom manor house has plenty of outdoor storage space in the form of three converted loose boxes, two smaller outhouses and a woodstore.
This six-bedroom home is set amongst three acres of grounds. Currently a large family home, Clift Hill has potential to make a B&B or countryside retreat, subject to change of use permissions.
This Grade II-listed three-bedroom home is situated on a private road, just a short walk from the sandy beaches of Frinton-on-Sea.
Less than five miles from Malmesbury, this four-bedroom cottage comes with equestrian facilities and gardens that extend to approximately three acres.
Spanning three storeys, this late-Victorian five-bedroom farmhouse is a spacious family home with a modern interior and B&B potential.
With an original church arch, this triplex one-bedroom church conversion has a light, spacious, feel and comes with a secure off-street parking space.
This recently-refurbished three-bedroom home has bi-folding doors that lead out to a decked seating area - ideal for alfresco dining this summer.
Well-located for coastal walks and popular restaurants, this detached four-bedroom home offers views over farmland, to the Solent, the Purbecks and Bournemouth.
If you love high ceilings, school conversions like this one are bang on the money. This two-bedroom flat is minutes from Burgess Park and the foodie haven at Borough Market.
Set within a church conversion in Bermondsey, this two-bedroom maisonette combines existing features, such as original arches and brickwork, with a contemporary finish.
In the pretty market town of Bungay, this grade II-listed Mill House is arranged over four floors, offering four bedrooms and three reception areas.
This four-bedroom Edwardian home offers a combination of original features and contemporary design after a renovation by the current owners.
This four-bedroom home offers a vaulted ceiling in a breakfast room that's ideal for summer entertaining with doors that open to the patio and garden.
On the market for the first time in more than 50 years, this six-bedroom home is a project with vast potential - spread over three floors of living space.
This five-bedroom home comes with a range of outbuildings including a large barn which could be converted into a self-contained granny-flat or rental.
Surrounded by rolling countryside, this four-bedroom barn conversion comes with a self-contained, one-bedroom annexe that could serve as an office or a holiday let.
Located near Harrogate town centre, this five-bedroom Victorian terrace is arranged over three storeys while a current study serves as an optional sixth bedroom.
A ground-floor flat in a country house, located a mile from Sway; this two-bedroom home would make an ideal weekend retreat on the edge of the New Forest.
On a popular residential lane in Caterham on the Hill, this four-bedroom family home offers a secluded garden and a convenient location for local schools and public transport.
Just a short walk from Westerham green, this three-bedroom cottage has a light kitchen with exposed brickwork and double doors that lead to a south-facing garden.
In a prime spot opposite the River Thames, this one-bedroom flat has an 18sq ft reception room with glass doors that open out to a private terrace.
Set in the hills above Llanwrda Village, west Wales, this 18th-century three-bedroom farmhouse has holiday-let potential from a separate barn conversion and annexe.
This charming end-of-terrace townhouse is arranged over three floors, with two double bedrooms and a private courtyard garden located at the rear of the property.
Located in the University area, this semi-detached five-bedroom home is arranged over three floors - there's even a rear garden and off-road parking too.
Only a few minutes' drive from the charming town of Marlow, this two-bedroom home sits on the private riverside estate of Harleyford.
This detached four-bedroom home in Middleyard is arranged over two floors, with features that include a wood-burning stove and bespoke oak staircase.
In a row of eight detached Georgian residences, this five-bedroom home offers views of The Sound, Mount Edgcumbe and Cornwall from its impressive veranda and full-length balcony.
If you love cooking for friends this two-bedroom flat - complete with views of the iconic Battersea Power Station and an open-plan kitchen/dining area - will go down a treat.
Located above Grasmere village, this five-bedroom home is arranged over three floors and offers countryside views across Grasmere Lake towards Silver Howe.
This four-bedroom detached home comes with a double carport, useful workshop, garden and two walkways that offer views of the adjacent countryside.
With space for an equestrian business, a greenhouse for growing your own veg, a wine store and a gym; this five-bedroom home has all the ingredients for a country retreat.
The decked roof terrace of this two-bedroom flat is perfect for summer drinks while large windows and ample storage space make for a light and spacious interior.
Set sail for this four-bedroom farmhouse in Cowes. With five acres of land and an indoor pool, this home oozes character. There is even potential to let a one-bedroom annexe.
Surrounded by approximately 15 acres of grounds, this six-bedroom grade II-listed home has been extensively refurbished yet retains many period features.
This four-bedroom home comes with a two-bedroom cottage and commercial office, with planning to extend, in a stunning courtyard setting.
In a pretty Norfolk village, this four-bedroom family home is surrounded by landscaped gardens, with even a self-contained annex for guests.
A few miles from the seaside at Perranporth, this four-bedroom farmhouse sits amongst nine acres of idyllic grounds - including a lake and two barns used as holiday lets.
This five-bedroom home is arranged over three floors of a converted Victorian hospital, offering spectacular views of the Pentland Hills - only three miles from the city centre.
This four-bedroom detached home comes with grounds that span to approximately 2.5 acres, as well as two large patio areas and a double garage.
This four-bedroom cottage is a Grade II-listed town house, well-located for the thriving market town of Nailsworth.