I got an email from CUK this morning informing, and apologising for mistakenly taking multiple Direct Debit membership payments and stating that they will be repaying these by the end of next week (16th) latest.
I checked my bank account and they'd taken the payment 3 times, has this happened to others ?
Multiple membership payments mistakenly taken.
Re: Multiple membership payments mistakenly taken.
Yep. 4 times. Sounds like they're on it, though.
Re: Multiple membership payments mistakenly taken.
Not the first time this has happened in recent years, viewtopic.php?t=153185, although I can't recall the last time CTC changed processor for their direct debiting.
If you cannot afford to wait for CTC to send a refund, call your bank and insist they make an indemnity claim under the direct debit guarantee.
You have a right to an immediate (might be next working day depending on the time of your call) refund from your bank, if you end up with a double refund your bank will take one back.
If you cannot afford to wait for CTC to send a refund, call your bank and insist they make an indemnity claim under the direct debit guarantee.
You have a right to an immediate (might be next working day depending on the time of your call) refund from your bank, if you end up with a double refund your bank will take one back.
Re: Multiple membership payments mistakenly taken.
This has happened to me too. I always check my bank first thing in the morning and had 4 DD withdrawals today. I called the bank at first and then received the apologetic email from CTC.
Re: Multiple membership payments mistakenly taken.
This happened to me in May, June and July. I just knew that this wouldn't just be me.
I complained in May and was assured that the problem had been 'fixed' My overpayment was refunded. Exactly the same thing happened in June. A further 'Yes, but we've REALLY fixed it this time' and another refund. Same thing in July and I had had enough, I cancelled my CTC membership.
Shame - Move on.
I complained in May and was assured that the problem had been 'fixed' My overpayment was refunded. Exactly the same thing happened in June. A further 'Yes, but we've REALLY fixed it this time' and another refund. Same thing in July and I had had enough, I cancelled my CTC membership.
Shame - Move on.
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Traction_man
- Posts: 362
- Joined: 10 Jan 2020, 5:30pm
- Location: Bangor NI
Re: Multiple membership payments mistakenly taken.
This has happened before, in Sept 2022, a series of direct debit errors, I got this email at the time
RE: Direct Debit Payments
Following on from our previous communications regarding your Direct Debit, I would like to confirm the payment requests which have been made and how much money will and has been taken in error.
I would also like to highlight that there has been no breach in data security and the Direct Debit error has happened due to a mistake made by one of our third-party suppliers.
We have made 3 payment requests in addition to your standard monthly or annual payment. This equates to £12 which has been requested in addition to your standard fee or donation.
When a payment request is made by our bank, it can take up to 5 days for the amount to be taken from your account.
The error has been resolved and additional payment requests have been stopped as of the 18 September.
However, it can take 5 working days for a request to processed. This means you may still see the payments being taken from your account over the next few days but this will not exceed the number of payments and amount stated above.
We have now started processing the refunds for payments which have been fully processed with our bank. Refunds can take 3-5 working days to be processed through the banking system.
A refund will be actioned as soon as each payment has cleared in our accounts, this means you will receive 3 separate refunds over the next 5 – 8 working days.
If you have incurred any charges because of these unauthorised payments, please email confirmation from your bank to membership@cyclinguk.org. We will ensure these charges are covered.
If you would like to speak with someone directly, please call the membership team on 01483 238 300.
I would like to apologise for the inconvenience, stress, and disappointment this has caused but can confirm we are doing everything we can to get it resolved as soon as possible.
Warm regards
Zoe Martin
Membership operations manager
RE: Direct Debit Payments
Following on from our previous communications regarding your Direct Debit, I would like to confirm the payment requests which have been made and how much money will and has been taken in error.
I would also like to highlight that there has been no breach in data security and the Direct Debit error has happened due to a mistake made by one of our third-party suppliers.
We have made 3 payment requests in addition to your standard monthly or annual payment. This equates to £12 which has been requested in addition to your standard fee or donation.
When a payment request is made by our bank, it can take up to 5 days for the amount to be taken from your account.
The error has been resolved and additional payment requests have been stopped as of the 18 September.
However, it can take 5 working days for a request to processed. This means you may still see the payments being taken from your account over the next few days but this will not exceed the number of payments and amount stated above.
We have now started processing the refunds for payments which have been fully processed with our bank. Refunds can take 3-5 working days to be processed through the banking system.
A refund will be actioned as soon as each payment has cleared in our accounts, this means you will receive 3 separate refunds over the next 5 – 8 working days.
If you have incurred any charges because of these unauthorised payments, please email confirmation from your bank to membership@cyclinguk.org. We will ensure these charges are covered.
If you would like to speak with someone directly, please call the membership team on 01483 238 300.
I would like to apologise for the inconvenience, stress, and disappointment this has caused but can confirm we are doing everything we can to get it resolved as soon as possible.
Warm regards
Zoe Martin
Membership operations manager
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Traction_man
- Posts: 362
- Joined: 10 Jan 2020, 5:30pm
- Location: Bangor NI
Re: Multiple membership payments mistakenly taken.
I took the decision to stop my DD membership earlier this month,
I will now pay by credit card, once annually, using my YHA discount, which brings the CyclingUK yearly-membership to £26.
I will now pay by credit card, once annually, using my YHA discount, which brings the CyclingUK yearly-membership to £26.
Re: Multiple membership payments mistakenly taken.
Interestingly - No reply here from CTC admin'
Re: Multiple membership payments mistakenly taken.
Not so much interestingly as entirely as expectedly: viewtopic.php?t=3676
Re: Multiple membership payments mistakenly taken.
Yup, got it - Cheers....gaz wrote: ↑11 Aug 2024, 5:59pm Not so much interestingly as entirely as expectedly: viewtopic.php?t=3676
Re: Multiple membership payments mistakenly taken.
I see from my renewal letter that CUK are still using the Stripe system mentioned in the link to the 2022 payment issues mentioned up-thread.
https://www.cyclinguk.org/article/faqs- ... ms-upgrade
https://www.cyclinguk.org/article/faqs- ... ms-upgrade
Nu-Fogey
Re: Multiple membership payments mistakenly taken.
I've been issued a refund this evening for the three unauthorised payments. Had this been a one-off I'd have sent a concerned email, but as it appears to be an ongoing issue I've decided to cancel my payments. It's not acceptable to me that an organisation given access to my bank account isn't 100% trustworthy.
Re: Multiple membership payments mistakenly taken.
Colin63 wrote: ↑12 Aug 2024, 9:18pm I've been issued a refund this evening for the three unauthorised payments. Had this been a one-off I'd have sent a concerned email, but as it appears to be an ongoing issue I've decided to cancel my payments. It's not acceptable to me that an organisation given access to my bank account isn't 100% trustworthy.
I don't blame you, that's exactly what I did.
I can live all day with 'mistakes' but what got to me was the month on month assurances that the issue was resolved when, for some of us at least, it clearly wasn't and I believe still isn't.
Re: Multiple membership payments mistakenly taken.
I had a response from CTC this lunchtime. I'm not persuaded.
Hi Colin,
Thank you for your email and apologies again for this direct debit technical error we experienced last week.
The direct debit issue we experienced last week did affect a number of other members like yourself, but this is not an ongoing issue and I can confirm this issue has now been fixed.
We are terribly sorry for this error on our part, but we are confident that with the fixes made a similar situation won't happen again in future.
We would hate for this to be the reason that you do not want to continue to support all the great things we do. If you are still not confident with a direct debit you do still have the option to be a member but go via non-dd instead.
Please do let me know how you would like to proceed.
I am once again very sorry for this technical issue we have faced. If you have any further questions, please don’t hesitate to contact us.
Kind regards
Kelly Cannings. Senior engagement officer Cycling UK
Hi Colin,
Thank you for your email and apologies again for this direct debit technical error we experienced last week.
The direct debit issue we experienced last week did affect a number of other members like yourself, but this is not an ongoing issue and I can confirm this issue has now been fixed.
We are terribly sorry for this error on our part, but we are confident that with the fixes made a similar situation won't happen again in future.
We would hate for this to be the reason that you do not want to continue to support all the great things we do. If you are still not confident with a direct debit you do still have the option to be a member but go via non-dd instead.
Please do let me know how you would like to proceed.
I am once again very sorry for this technical issue we have faced. If you have any further questions, please don’t hesitate to contact us.
Kind regards
Kelly Cannings. Senior engagement officer Cycling UK