Logging On

[DavidWW]

Oh dear...I hope you weren't billed as well Stew.

My concern is that I have been billed for thirty pounds worth of credits that I really and truly can't afford. This happens to be a very slow month for me workwise and I hummed and hawed about buying just 30 credits. I am really hoping they will refund the money to me.

Of course my other concern is I only have TWO confirmation of payment emails, not FIVE. I don't WANT the credits! So I did try to explain this to them in my email, but the system may not be able to deal with refunds, if they are like other online payment sites.

In the meantime I can't do any searches as I have zero credits at SP and have to wait until they sort this. I know it isn't their fault, just a glitch and all that, but still annoying and worrying!

Nina

Hi Nina

Whatever else happens, do not be fobbed off by an offer to credit your account with the relevant number of credits.

It's up to the supplier together with the credit card company to arrange for the refund of the money to your credit card account. If either the original, supposed purchases or the refunds lead to any additional charges, then those are at the cost of the supplier/credit card company.

As I read the situation, you bought 30 credits, but then saw no evidence of those credits appearing on your SP account, including a number of missing confirmation emails, so naturally assumed that the original purchase(s) hadn't gone through, so went back and tried again.

When you refer to an "email" I assume that you mean that you submitted a contact form on the SP site.

David

[ninatoo]

Yes David, exactly right.

The screen either froze up or took me to another screen telling me to cancel the purchase, which I did. As far as I knew when I went to bed last night none of my attempts had gotten through. But I had two confirmation emails this morning, and five deductions from my bank account. And I do NOT want credits. I did make that clear to them in my contact letter (in as nice a way as I could). The immediate problem for me personally is how LONG it will take to get my money back.

Still no credits at the site, but I probably wrote the contact letter as they were leaving for home, or even going to bed...the time difference confuses me.

Nina

[DavidWW]

Yes David, exactly right.

The screen either froze up or took me to another screen telling me to cancel the purchase, which I did. As far as I knew when I went to bed last night none of my attempts had gotten through. But I had two confirmation emails this morning, and five deductions from my bank account. And I do NOT want credits. I did make that clear to them in my contact letter (in as nice a way as I could). The immediate problem for me personally is how LONG it will take to get my money back.

Still no credits at the site, but I probably wrote the contact letter as they were leaving for home, or even going to bed...the time difference confuses me.

Nina

I've separately emailed ScotlandonLine/ScotlandsPeople to highlight the issue, with a cc to the User Group and GROS to alert them in case they're not already aware of the issue; emphasizing the point that it's refunds that you need, not the credits.

David

[StewL]

David and Nina

I received the following email from SP this morning.

Good evening

As you will be aware there was a payment outage on 4th February.

All accounts where payment was accepted but no credits added have been sent to the bank for refund - these can take up to 3 working days to show in your account.

The gateway was changed to our alternative one yesterday at approx 3.30 pm - it has been functioning as normal since then.

Regards

Alison

Hope this helps, and prompt action too to my contact form

[ninatoo]

All sorted now Stew? I had a bit of a problem as SP could see that I had accidentally paid FOUR times, not five as I had on my bank statement, so I had to wait a couple of days until it was sorted . I have received refund for four payments, and should receive the fifth by Monday.

Phew! What a nightmare it must have been for SP!

Nina

[StewL]

Hi Nina

Yes all sorted out refund credited to my account, lost a wee bit on exchange rate on return of funds though

[ninatoo]

Oh me too Stew...ah well!

Nina

[JohnI]

For the past ten days or so, every time I try to buy some credits from SP I get a pop up menu telling me that:

This page contains both secure and non secure items.
Do you want to continue?

I also tried to buy credits using my computer at work and got the same pop up.

I am very reluctant to give my credit card details after such a message.

Am I the only one getting this message??

Johni

[StewL]

Johni

Dont worry about the pop up just click ok, it is a standard warning on some sites that involve financial transactions. Never ever had any problems and if you know the site you are on it is ok.