ARTICLE: Burnley confirm ticket refunds

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ClaretTony
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Re: ARTICLE: Burnley confirm ticket refunds

Post by ClaretTony » Mon Jun 29, 2020 3:02 pm

ralphc wrote:
Mon Jun 29, 2020 2:58 pm
Not that many amazingly Tony. We were certainly in the Premier League at the time.
I have a cheque book but can't recall last time I used it (oh yes, I can, a workman in autumn 2018). Nothing ever seems to change with the way we do some things at Burnley FC.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by ralphc » Mon Jun 29, 2020 3:04 pm

The fact they didn't pay it in one lump sum tells you everything!

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Re: ARTICLE: Burnley confirm ticket refunds

Post by dsr » Mon Jun 29, 2020 4:14 pm

Eyres_11 wrote:
Mon Jun 29, 2020 1:56 pm
Nobody can defend the club on this, it is pathetic. An absolute joke. This isn't your local corner shop refunding you , or a small local business. This is a MULTI million pound Premier League football club. No excuses for this money not to have been in everyone account by last week - all this, well we have just got back into the office is a load of crap - they should have had people working from home and processing these as they come in. Instead they were happy to sit on the money and get the interest.
Very few organisations are happy to send all their customers' bank details to the private homes of employees and allow them to process refunds on unencrypted home computers. The flak and damage they would have got if any employee's home computer had been hacked would have been far greater than the flak and damage caused by late payments.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by CrosspoolClarets » Mon Jun 29, 2020 4:23 pm

I’m tempted to say this is bordering on the pathetic but first I’d want to see how the other 19 clubs have dealt with refunding season ticket holders (many of whom of course are struggling to put food on the table, especially if the government safety net doesn't apply).

There should have been one person a day (minimum) working in the office in a safe socially distanced manner, with the reimbursement of these fans a top priority. Businesses were not ordered to close, nor were they ordered to furlough, that was the choice of the individual business. Work from home if you can was the advice, and even if that was felt possible the employee should have a company encrypted laptop with which to work as normal, including with sensitive data. I have four - belonging to four separate clients.

That’s a general point, I don’t know what BFC did in this regard.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by TVC15 » Mon Jun 29, 2020 4:37 pm

dsr wrote:
Mon Jun 29, 2020 4:14 pm
Very few organisations are happy to send all their customers' bank details to the private homes of employees and allow them to process refunds on unencrypted home computers. The flak and damage they would have got if any employee's home computer had been hacked would have been far greater than the flak and damage caused by late payments.
Really ? You think that’s how it works.
Remote access has been available for 2 decades now.

I worked for a UK Bank and has access to our mainframe from home not long after 2000....

Somebody must have been able to work out the maximum number of potential refunds, how long it takes to do each refund and the number of staff we have available before giving a date for completion.

I really can’t get my head around the club sometimes. To be taking direct debit payments out for next season in the same week it promised refunds would be processed is pretty poor - and I’m trying to be diplomatic. And whilst I know we all had the option of cancelling our direct debits many of us are hopeful we will be back watching burnley at some point next season and don’t want to lose our seats especially when you sit in a group of friends and family like I do.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by claretonthecoast1882 » Mon Jun 29, 2020 4:41 pm

What did you expect to happen to the direct debit payments for next season once you agreed to continue with the payments ?

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Re: ARTICLE: Burnley confirm ticket refunds

Post by ClaretTony » Mon Jun 29, 2020 4:44 pm

TVC15 wrote:
Mon Jun 29, 2020 4:37 pm
I really can’t get my head around the club sometimes. To be taking direct debit payments out for next season in the same week it promised refunds would be processed is pretty poor - and I’m trying to be diplomatic.
You were given the option of cancelling - if you didn't take that option then the direct debit payments will come out.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by TVC15 » Mon Jun 29, 2020 4:49 pm

ClaretTony wrote:
Mon Jun 29, 2020 4:44 pm
You were given the option of cancelling - if you didn't take that option then the direct debit payments will come out.
I know - as I said in my post and why many season ticket holders who have sat in the same seats for many years don’t want to cancel their d.d and risk losing their seat.

It’s a separate issue to the refunds and the point was more about the timing of the most recent d.d when our refunds were due.
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Re: ARTICLE: Burnley confirm ticket refunds

Post by TVC15 » Mon Jun 29, 2020 4:51 pm

claretonthecoast1882 wrote:
Mon Jun 29, 2020 4:41 pm
What did you expect to happen to the direct debit payments for next season once you agreed to continue with the payments ?
As said it was about the timing - as a few posters have already pointed out.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Leisure » Mon Jun 29, 2020 5:24 pm

TVC15 wrote:
Mon Jun 29, 2020 4:51 pm
As said it was about the timing - as a few posters have already pointed out.
Surely the date when regular DD's are taken is pre-set and nothing to do with the awaited refunds!

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Murger » Mon Jun 29, 2020 5:26 pm

DD payments for next season should have been stopped automatically. Being charged for a product that you can't guarantee will be delivered is mind-boggling to me.
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Re: ARTICLE: Burnley confirm ticket refunds

Post by aggi » Mon Jun 29, 2020 5:31 pm

dsr wrote:
Mon Jun 29, 2020 4:14 pm
Very few organisations are happy to send all their customers' bank details to the private homes of employees and allow them to process refunds on unencrypted home computers. The flak and damage they would have got if any employee's home computer had been hacked would have been far greater than the flak and damage caused by late payments.
If the club is expecting the employees to be working on their home PCs then that's a pretty big failure as well.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by ClaretTony » Mon Jun 29, 2020 5:37 pm

Murger wrote:
Mon Jun 29, 2020 5:26 pm
DD payments for next season should have been stopped automatically. Being charged for a product that you can't guarantee will be delivered is mind-boggling to me.
I've posted this so many times - they gave you the option of carrying on or stopping.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Murger » Mon Jun 29, 2020 5:46 pm

ClaretTony wrote:
Mon Jun 29, 2020 5:37 pm
I've posted this so many times - they gave you the option of carrying on or stopping.
I don't mean that. I meant for everybody. What happens if there isn't any crowds next season either. Do these payments carry over? Do the renewals for the season after that carry on as normal or are they suspended? Just creating headaches.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Sean Dyche's Watch » Mon Jun 29, 2020 5:53 pm

ClaretTony wrote:
Mon Jun 29, 2020 5:37 pm
I've posted this so many times - they gave you the option of carrying on or stopping.
That's the problem - there shouldn't have been an option. Instalments should have been suspended automatically. By not doing so, it's just going to create another task of refunding further down the line.

You're also failing to mention that if people did take the option of stopping payments, the full cost of the ticket would have been demanded up front should fans be allowed to attend games again.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by TVC15 » Mon Jun 29, 2020 5:54 pm

Leisure wrote:
Mon Jun 29, 2020 5:24 pm
Surely the date when regular DD's are taken is pre-set and nothing to do with the awaited refunds!
It is - it was more in relation to adding to frustration of not receiving refunds is the fact that direct debit payments were going out in the same week fans were expecting a refund.
I am not suggesting they should have changed the date of the d.d.

I do think that the club could have suspended all season tickets direct debits but personally I understand why they haven’t as they don’t know when crowds will be allowed back in.

The issue is fundamentally that the club promised something and did not deliver. With no real prospect of crowds returning in the near future I can understand why some fans feel uneasy that the club are taking out direct debits for next season....and yes I know these can be cancelled !!
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Re: ARTICLE: Burnley confirm ticket refunds

Post by Sean Dyche's Watch » Mon Jun 29, 2020 5:57 pm

The cynical side of me feels that the club is stalling on giving refunds, as matchday income has been wiped out since March, and they have found something that is in their control to assist with cashflow.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by TVC15 » Mon Jun 29, 2020 6:05 pm

Sean Dyche's Watch wrote:
Mon Jun 29, 2020 5:57 pm
The cynical side of me feels that the club is stalling on giving refunds, as matchday income has been wiped out since March, and they have found something that is in their control to assist with cashflow.
Doubt that very much
We are sat there with probably £30m to £40m in the bank. Interest rates are at an all time low so it won’t be anything to do with holding on to the cash for more interest either.

I’m sure it’s purely an operational issue with the club underestimating what was needed to process the refunds and reconcile all these payments etc

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Sean Dyche's Watch » Mon Jun 29, 2020 6:07 pm

TVC15 wrote:
Mon Jun 29, 2020 6:05 pm
Doubt that very much
We are sat there with probably £30m to £40m in the bank. Interest rates are at an all time low so it won’t be anything to do with holding on to the cash for more interest either.

I’m sure it’s purely an operational issue with the club underestimating what was needed to process the refunds and reconcile all these payments etc
Fair enough

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Jakubs Tash » Mon Jun 29, 2020 6:09 pm

I don't think the club can refund anything for the 20/21 season until they know when it will start and whether it will be behind closed doors etc etc. They just can't make a decision without knowing this, unfortunately.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Sheedyclaret » Mon Jun 29, 2020 6:18 pm

I just checked the email they sent me again after i chased it up a few days back it actually says in the wording( no timescale will be given as to when you'll receive your refund.) Bit of a change from the 26th of June..

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Re: ARTICLE: Burnley confirm ticket refunds

Post by paulatky » Mon Jun 29, 2020 6:32 pm

Jakubs Tash wrote:
Mon Jun 29, 2020 6:09 pm
I don't think the club can refund anything for the 20/21 season until they know when it will start and whether it will be behind closed doors etc etc. They just can't make a decision without knowing this, unfortunately.
Turning your point around I dont think the club should be taking the current season’s direct debits until they are sure that fans will be able to attend games.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by claretonthecoast1882 » Mon Jun 29, 2020 6:48 pm

paulatky wrote:
Mon Jun 29, 2020 6:32 pm
Turning your point around I dont think the club should be taking the current season’s direct debits until they are sure that fans will be able to attend games.
And anybody paying the direct debit who feels they shouldn’t be only has themselves to blame

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Blackrod » Mon Jun 29, 2020 6:55 pm

What if you are paying a Direct Debit and decide to stop it now if you don’t trust the club to process next seasons refunds quickly enough. Where does it leave you in respect of your seat when the football does start again with crowds ?

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Leisure » Mon Jun 29, 2020 7:22 pm

Blackrod wrote:
Mon Jun 29, 2020 6:55 pm
What if you are paying a Direct Debit and decide to stop it now if you don’t trust the club to process next seasons refunds quickly enough. Where does it leave you in respect of your seat when the football does start again with crowds ?
I would guess that if you break the contract with the club by cancelling your DD, then you would forfeit the right to your seat. But the best way to confirm if this is the situation would be to contact the club.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by ClaretTony » Mon Jun 29, 2020 7:29 pm

Murger wrote:
Mon Jun 29, 2020 5:46 pm
I don't mean that. I meant for everybody. What happens if there isn't any crowds next season either. Do these payments carry over? Do the renewals for the season after that carry on as normal or are they suspended? Just creating headaches.
I’ve just been in a National meeting discussing these things. They won’t be able to charge for games you can’t attend so they will have to refund.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by cricketfieldclarets » Mon Jun 29, 2020 9:01 pm

TVC15 wrote:
Mon Jun 29, 2020 4:49 pm
I know - as I said in my post and why many season ticket holders who have sat in the same seats for many years don’t want to cancel their d.d and risk losing their seat.

It’s a separate issue to the refunds and the point was more about the timing of the most recent d.d when our refunds were due.
Don’t bring up direct debit dates. It’s a very touchy subject as it is.

Apparently they can’t change them :lol:

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Re: ARTICLE: Burnley confirm ticket refunds

Post by cricketfieldclarets » Mon Jun 29, 2020 9:04 pm

Leisure wrote:
Mon Jun 29, 2020 7:22 pm
But the best way to confirm if this is the situation would be to contact the club.
:lol:

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Re: ARTICLE: Burnley confirm ticket refunds

Post by 2 Bee Holed » Tue Jun 30, 2020 8:20 am

30th June.
Not in my bank this morning.
Looking like I'll have to use the
food bank again this week.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Awayfromburnley » Tue Jun 30, 2020 9:07 am

As mentioned earlier I could do with the money rather badly, but I am prepared to wait as long as I understand and have clarity.

Though clarity and communication isn't great on this unfortunately.

Quick google of 2 other similar sized clubs shows:

Bournemouth within 13 working days 12th June to account paid out of.

Norwich end of July to direct debit account.

So a bit of range and we realistically sit in the middle of that, main point being though their comms are unambiguous.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Leisure » Tue Jun 30, 2020 9:32 am

cricketfieldclarets wrote:
Mon Jun 29, 2020 9:04 pm
:lol:
Now, now James! ;)

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Re: ARTICLE: Burnley confirm ticket refunds

Post by JohnMcGreal » Tue Jun 30, 2020 11:21 am

ClaretTony wrote:
Mon Jun 29, 2020 7:29 pm
I’ve just been in a National meeting discussing these things. They won’t be able to charge for games you can’t attend so they will have to refund.
Brilliant. So we can look forward to a repeat of this fiasco in a few months time.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Murger » Tue Jun 30, 2020 12:23 pm

ClaretTony wrote:
Mon Jun 29, 2020 7:29 pm
I’ve just been in a National meeting discussing these things. They won’t be able to charge for games you can’t attend so they will have to refund.
Surely it would be easier to not take any money until they know what's going on. Applying for refunds season after season just seems a pointless exercise.

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Refunds

Post by Fez » Tue Jun 30, 2020 12:29 pm

I can't get to the ticket office in person due to work commitments and I've applied for the refund but haven't heard anything back in weeks.

Can anybody recommend anything as the ticket office just will not pick up the phone, I've been trying for days.

Thanks

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Re: Refunds

Post by Longsidebogs » Tue Jun 30, 2020 12:34 pm

I went down last week. Answer was should be 'at the end of the month'. They then stated it was a big job as lots of refnds to do. We have to be patient.

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Re: Refunds

Post by Fez » Tue Jun 30, 2020 12:57 pm

Cant be that many to do though, 20,000 season tickets at a push, refund figures already been calculated, just a case of inputting a sort code and account number. Talking a minute per refund tops.

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Re: Refunds

Post by Bosscat » Tue Jun 30, 2020 1:08 pm

Fez wrote:
Tue Jun 30, 2020 12:57 pm
Cant be that many to do though, 20,000 season tickets at a push, refund figures already been calculated, just a case of inputting a sort code and account number. Talking a minute per refund tops.
20,000 ÷ 60 minutes = 333 man/woman hours

8 hours per working day day = 41 days....

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Re: Refunds

Post by Sheedyclaret » Tue Jun 30, 2020 1:10 pm

I emailed this morning again not even had a reply yet...

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Re: Refunds

Post by Sheedyclaret » Tue Jun 30, 2020 1:12 pm

Bosscat wrote:
Tue Jun 30, 2020 1:08 pm
20,000 ÷ 60 minutes = 333 man/woman hours

8 hours per working day day = 41 days....
we dont have 20000 st holder's

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Re: Refunds

Post by mealdeal » Tue Jun 30, 2020 1:14 pm

Fez wrote:
Tue Jun 30, 2020 12:57 pm
Cant be that many to do though, 20,000 season tickets at a push, refund figures already been calculated, just a case of inputting a sort code and account number. Talking a minute per refund tops.
I doubt we've got 20,000 season tickets holders, let alone 20,000 that want a refund, but have you read what you've just written?

Based on your figures, thats 333 hours work for one person, approaching 9 weeks...

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Re: Refunds

Post by Ashingtonclaret46 » Tue Jun 30, 2020 1:16 pm

Sheedyclaret wrote:
Tue Jun 30, 2020 1:10 pm
I emailed this morning again not even had a reply yet...
They haven't had time to reply yet because they are trying to do refunds, however, they are finding that more and more difficult because they keep receiving emails about the refunds so it then stops them working on the refunds because they have to try to answer the email about the refund .........

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Re: Refunds

Post by Bosscat » Tue Jun 30, 2020 1:17 pm

Sheedyclaret wrote:
Tue Jun 30, 2020 1:12 pm
we dont have 20000 st holder's
I was pointing out the timescale of Fez's sums not being literal about the number of season tickets 🤣 see mealdeals reply pointing out exactly the same 😏

Read ashes reply to you for delaying the refunds by emailing busy people 😁
Last edited by Bosscat on Tue Jun 30, 2020 1:34 pm, edited 2 times in total.

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Re: Refunds

Post by claretonthecoast1882 » Tue Jun 30, 2020 1:20 pm

We can't be far off some threatening legal action against the club like the last season ticket refund pledge.

Some must be due a good few grand rather than under £100 back with the comments.
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Re: Refunds

Post by Sheedyclaret » Tue Jun 30, 2020 1:20 pm

Ashingtonclaret46 wrote:
Tue Jun 30, 2020 1:16 pm
They haven't had time to reply yet because they are trying to do refunds, however, they are finding that more and more difficult because they keep receiving emails about the refunds so it then stops them working on the refunds because they have to try to answer the email about the refund .........
Thanks for that clears it all up.

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Re: Refunds

Post by ClaretTony » Tue Jun 30, 2020 1:31 pm

Sheedyclaret wrote:
Tue Jun 30, 2020 1:10 pm
I emailed this morning again not even had a reply yet...
You know the situation, why keep emailing? All you are doing is taking people away from dealing with the refunds.
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Re: ARTICLE: Burnley confirm ticket refunds

Post by Gordaleman » Tue Jun 30, 2020 1:35 pm

Don't know where people get the idea that we have 20,000 season ticket holders from but here's one who won't be asking for a refund.

Covid 19 wasn't Burnley's fault and it sounds like they need a bit of financial help at the moment. I know that unclaimed refunds are going to the Burnley FC Youth Development department, but it's an important part of the club, so I'm happy to contribute.

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Eyres_11 » Tue Jun 30, 2020 2:02 pm

Gordaleman wrote:
Tue Jun 30, 2020 1:35 pm
Don't know where people get the idea that we have 20,000 season ticket holders from but here's one who won't be asking for a refund.

Covid 19 wasn't Burnley's fault and it sounds like they need a bit of financial help at the moment. I know that unclaimed refunds are going to the Burnley FC Youth Development department, but it's an important part of the club, so I'm happy to contribute.
You do realise that you are talking about a multimillion pound premier league football club and not Nelson FC dont you? haha

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Re: ARTICLE: Burnley confirm ticket refunds

Post by Eyres_11 » Tue Jun 30, 2020 2:07 pm

Weird, I posted the truth as told to me by the ticket office yet its not allowed on here?

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Re: ARTICLE: Burnley confirm ticket refunds

Post by claretonthecoast1882 » Tue Jun 30, 2020 2:08 pm

Eyres_11 wrote:
Tue Jun 30, 2020 2:07 pm
Weird, I posted the truth as told to me by the ticket office yet its not allowed on here?
If it keeps being removed why keep posting it ?

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Re: ARTICLE: Burnley confirm ticket refunds

Post by ClaretTony » Tue Jun 30, 2020 2:09 pm

Eyres_11 wrote:
Tue Jun 30, 2020 2:07 pm
Weird, I posted the truth as told to me by the ticket office yet its not allowed on here?
No. What you have posted is incorrect and could be considered libel.

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