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.
ARTICLE: Burnley confirm ticket refunds
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Re: ARTICLE: Burnley confirm ticket refunds
The fact they didn't pay it in one lump sum tells you everything!
Re: ARTICLE: Burnley confirm ticket refunds
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.Eyres_11 wrote: ↑Mon Jun 29, 2020 1:56 pmNobody 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.
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Re: ARTICLE: Burnley confirm ticket refunds
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.
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.
Re: ARTICLE: Burnley confirm ticket refunds
Really ? You think that’s how it works.dsr wrote: ↑Mon Jun 29, 2020 4:14 pmVery 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.
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
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
You were given the option of cancelling - if you didn't take that option then the direct debit payments will come out.
Re: ARTICLE: Burnley confirm ticket refunds
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.ClaretTony wrote: ↑Mon Jun 29, 2020 4:44 pmYou were given the option of cancelling - if you didn't take that option then the direct debit payments will come out.
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
As said it was about the timing - as a few posters have already pointed out.claretonthecoast1882 wrote: ↑Mon Jun 29, 2020 4:41 pmWhat did you expect to happen to the direct debit payments for next season once you agreed to continue with the payments ?
Re: ARTICLE: Burnley confirm ticket refunds
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
If the club is expecting the employees to be working on their home PCs then that's a pretty big failure as well.dsr wrote: ↑Mon Jun 29, 2020 4:14 pmVery 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
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.ClaretTony wrote: ↑Mon Jun 29, 2020 5:37 pmI'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
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.ClaretTony wrote: ↑Mon Jun 29, 2020 5:37 pmI've posted this so many times - they gave you the option of carrying on or stopping.
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.
Re: ARTICLE: Burnley confirm ticket 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
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.
Re: ARTICLE: Burnley confirm ticket refunds
Doubt that very muchSean Dyche's Watch wrote: ↑Mon Jun 29, 2020 5:57 pmThe 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.
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
Fair enoughTVC15 wrote: ↑Mon Jun 29, 2020 6:05 pmDoubt 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
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
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..
Re: ARTICLE: Burnley confirm ticket refunds
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.Jakubs Tash wrote: ↑Mon Jun 29, 2020 6:09 pmI 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
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 ?
Re: ARTICLE: Burnley confirm ticket refunds
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
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
Don’t bring up direct debit dates. It’s a very touchy subject as it is.TVC15 wrote: ↑Mon Jun 29, 2020 4:49 pmI 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.
Apparently they can’t change them
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Re: ARTICLE: Burnley confirm ticket refunds
30th June.
Not in my bank this morning.
Looking like I'll have to use the
food bank again this week.
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
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.
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.
Re: ARTICLE: Burnley confirm ticket refunds
Now, now James!
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Re: ARTICLE: Burnley confirm ticket refunds
Brilliant. So we can look forward to a repeat of this fiasco in a few months time.ClaretTony wrote: ↑Mon Jun 29, 2020 7:29 pmI’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.
Re: ARTICLE: Burnley confirm ticket refunds
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.ClaretTony wrote: ↑Mon Jun 29, 2020 7:29 pmI’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.
Refunds
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
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
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.
Re: Refunds
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.
Re: Refunds
20,000 ÷ 60 minutes = 333 man/woman hours
8 hours per working day day = 41 days....
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Re: Refunds
I emailed this morning again not even had a reply yet...
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Re: Refunds
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
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 .........Sheedyclaret wrote: ↑Tue Jun 30, 2020 1:10 pmI emailed this morning again not even had a reply yet...
Re: Refunds
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
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.
Some must be due a good few grand rather than under £100 back with the comments.
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Re: Refunds
Thanks for that clears it all up.Ashingtonclaret46 wrote: ↑Tue Jun 30, 2020 1:16 pmThey 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
You know the situation, why keep emailing? All you are doing is taking people away from dealing with the refunds.Sheedyclaret wrote: ↑Tue Jun 30, 2020 1:10 pmI emailed this morning again not even had a reply yet...
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Re: ARTICLE: Burnley confirm ticket refunds
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.
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.
Re: ARTICLE: Burnley confirm ticket refunds
You do realise that you are talking about a multimillion pound premier league football club and not Nelson FC dont you? hahaGordaleman wrote: ↑Tue Jun 30, 2020 1:35 pmDon'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.
Re: ARTICLE: Burnley confirm ticket refunds
Weird, I posted the truth as told to me by the ticket office yet its not allowed on here?
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