Amjed Ali, who runs Your Store in Falkirk, has some advice for anyone doing mobile top-ups with UK Telecom Distribution Ltd via their World Top Up terminals.
He explains: “I just press in digits and choose the company. The answer comes back ‘failed’. I try again. It maybe works on the fourth attempt. So the customer gets his £20 top up on the fourth try but I get charged for all four of them.”
It’s failing, he suggests, because there is no signal in the area. It’s mainly Vodafone top-ups that he does. “Sometimes we try five times and then give up. I’ve been charged £1,500 - £2,000 over six months. It should have been only £300.”
He managed to get back £400 from his bank (TSB) on an indemnity claim. Indemnity claims are the method by which a payer can claim their payment back under the Direct Debit Guarantee. The bank is obliged to offer an immediate refund in the event that a direct debit has been taken in error or without authority. In its widest sense, ‘indemnity’ means protection against, or compensation for, a loss or liability.
He adds: “The company is adamant it’s not in the wrong. They sent me four pages of printouts saying they are all valid. But I only sell two or three a month. The most is five vouchers a month.”
He tried to do a second indemnity but the bank (been with them 20 years) didn’t like it and has decided to close his account,
“I’m still £1,500 out of pocket,” says Amjed. “It would take me a year to sell that many.”
He feels that one option is small claims court (that could work) and the other is to review the company on social media – and on Convenience Store.
He adds: “I’ve been dealing with them for four years but only noticed [the discrepancy] recently. Maybe there were more.”
Amjed claims that the company has changed its name three times over the past four years and has also changed his machine three times. The machine is now in storage.
He says: “Not doing any top ups now anyway. The profit is not there. You get 10p profit on a £10 top up so it’s a total dead loss.”
He adds that he doesn’t have staff: “Otherwise it could be worse.”
The better news is that he has found a new bank. “Santander: they’re very good.”
I contacted the company for a response but they didn’t get back to me.
No comments yet