Direct Debit problems

[paulatky]

Is anyone else still having problems with the club not taking out the DD’s for season tickets.
We have 4 season tickets but only one direct debit has gone through for the coming season

I have been told now 3 times that the problem has been fixed and will be corrected next month

Only I came out again in June and July and have now been told now that it will start in August

[claretsforever]

I had only one of my 3 direct debit come out until July payment when they all finally came out also had a email after July one was took out about what direct debit will be took off for rest of payments until may and that had all 3 coming out as well

[RidgeClaret]

Yes, I've had to pay each installment by credit card up to now despite repeated promises that it was sorted.
Last time they said I had cancelled the DD!!!
I am assured that it will be taken next month now that THEY have reinstated it but they have told me that 4 times already!!!

[paulatky]

Yes, I've had to pay each installment by credit card up to now despite repeated promises that it was sorted.
Last time they said I had cancelled the DD!!!
I am assured that it will be taken next month now that THEY have reinstated it but they have told me that 4 times already!!!

Very similar to our experience but not had to pay each by credit card.

Just told it had been sorted and DD would be taken next month, that was 3 months ago

[ClaretTony]

This really is beyond belief

[MarkGreen]

Yes, someone else is still paying for mine.

The club have been trying for 2 months now to rectify but it has been passed to a manager because they are struggling to figure it out.

Sounds like a nice problem to have, someone else paying, but ultimately I'll owe someone. I've been saving my money so won't be a problem when that time comes, but I guarantee the situation would be a lot more serious from the club if no-one was paying.

[paulatky]

Another month , another time that just 1 direct debit has gone through instead of 4

This is despite me being assured 3 or 4 times during July that everything had been sorted

[whiffa]

Another month , another time that just 1 direct debit has gone through instead of 4

This is despite me being assured 3 or 4 times during July that everything had been sorted

Time to go into the ticket office and kick off until it's sorted in person.

[Claret Till I Die]

Another month , another time that just 1 direct debit has gone through instead of 4

This is despite me being assured 3 or 4 times during July that everything had been sorted

I spoke to Russell Ball today and within minutes the DDs were sorted.

Good luck

[bobinho]

This really is beyond belief

How about this then!

Went it to explain my DD was coming out at the old cost from the CFS. I have moved to the BLS, so it’s more expensive. Lad said, you’ll have to email the ticket office. But I’m in the ticket office, says I. Yeah, you’ll have to email. Or just leave it, and have a cheap year.

[Leisure]

How about this then!

Went it to explain my DD was coming out at the old cost from the CFS. I have moved to the BLS, so it’s more expensive. Lad said, you’ll have to email the ticket office. But I’m in the ticket office, says I. Yeah, you’ll have to email. Or just leave it, and have a cheap year.

Bob - as the saying goes, don't look a gift horse in the mouth!

[JR1882]

I’ve been okay upto now but the last one didn’t come out it just bounced straight back. No idea what’s going on I’ve had the same DD for years.

[paulatky]

I spoke to Russell Ball today and within minutes the DDs were sorted.

Good luck

How did you contact Russell Ball

[Claret Till I Die]

How did you contact Russell Ball

I rang the TO and asked to speak to him as the bloke directly under him wasn't available

[MarkGreen]

Pippa (Ticket Office Admin) has now emailed me three times to say the matter has been passed to her manager for review.

Frankly, this should not be taking this long to resolve. It feels like someone is in over their head, and these types of issues should be straightforward to sort out.

I've already been told who is responsible for paying for my ticket, so I reached out to them directly and reimbursed them. As of this morning, I’ve had to send them additional money to ensure they’re not out of pocket again, because once more the direct debit hasn't been corrected — and the other person has had the payment taken this month.

It is an absolute joke. If it were the club not receiving their money, I suspect the urgency and resolution would be quite different.

[paulatky]

Pippa (Ticket Office Admin) has now emailed me three times to say the matter has been passed to her manager for review.

Frankly, this should not be taking this long to resolve. It feels like someone is in over their head, and these types of issues should be straightforward to sort out.

I've already been told who is responsible for paying for my ticket, so I reached out to them directly and reimbursed them. As of this morning, I’ve had to send them additional money to ensure they’re not out of pocket again, because once more the direct debit hasn't been corrected — and the other person has had the payment taken this month.

It is an absolute joke. If it were the club not receiving their money, I suspect the urgency and resolution would be quite different.

They are not receiving my money , but their urgency to resolve it seems to be non existent

[paulatky]

Unbelievable, I have just spoken with someone in the fan experience department who stated it’s nothing to do with them and I have to speak with the ticket office to sort it out

I then rang the ticket office who again said someone would call me tomorrow .They couldn’t give me a specific time as they said they don’t have many staff and a lot of queries to deal with.

I will await and see if I get that call.

[Claret Till I Die]

Unbelievable, I have just spoken with someone in the fan experience department who stated it’s nothing to do with them and I have to speak with the ticket office to sort it out

I then rang the ticket office who again said someone would call me tomorrow .They couldn’t give me a specific time as they said they don’t have many staff and a lot of queries to deal with.

I will await and see if I get that call.

The ticketing manager is out of office until Thursday. Russell Ball is who he reports to so that's the avenue that I took.

[paulatky]

The ticketing manager is out of office until Thursday. Russell Ball is who he reports to so that's the avenue that I took.

I called the fan experience department and asked for Russell Ball. I was asked what I wanted and said it was about direct debit problems and was told it was nothing to do with fan experience, I needed to speak with the ticket office

[ClaretTony]

I called the fan experience department and asked for Russell Ball. I was asked what I wanted and said it was about direct debit problems and was told it was nothing to do with fan experience, I needed to speak with the ticket office

It begs the question that if a fan is having a bad experience, as you are paulatky, how on earth is it nothing to do with them? I would suggest that it is everything to do with them and they should be taking up the matter with the ticket office on your behalf.

[Claret Till I Die]

It begs the question that if a fan is having a bad experience, as you are paulatky, how on earth is it nothing to do with them? I would suggest that it is everything to do with them and they should be taking up the matter with the ticket office on your behalf.

I believe that's what happened with my problem yesterday

[Big Vinny K]

I called the fan experience department and asked for Russell Ball. I was asked what Iwanted and said it was about direct debit problems and was told it was nothing to do with fan experience, I needed to speak with the ticket office

I’d ring back and say it’s about fan experience - which it is. You’re a fan and you are having a sh-itty experience with your direct debit.

If this was an isolated case of the odd fan having issues with their tickets then yes speaking to someone at his level would seem over the top. But this has been a major issue for many fans for 2 or 3 years at least now so at some point they need to look at this holistically from a fan experience point of view as to how we are being treated when it comes to ticketing. It would be good to know how they are planning to address the various issues many of us are experiencing. At least if we knew there was a plan to resolve or improve these areas we would feel the club is treating this seriously. Whereas right now it just seems to be getting worse year on year.

[whiffa]

The fact that the club is taking money out of someone else's bank account to pay for your season ticket is actually quite unbelievable. Just think about the implications of that for a second.

[paulatky]

Is there any way of seeing my account history.
Such as buying away tickets and when I have sold tickets on the ticket exchange.
I thought there was but can’t see it right now

[Leisure]

Is there any way of seeing my account history.
Such as buying away tickets and when I have sold tickets on the ticket exchange.
I thought there was but can’t see it right now

It was there on our Accounts but then it wasn't and I reported that to the Club, then it was and now it's disappeared again. I have asked the Club about it not being there but haven't heard back yet.

[KellyClaret]

The fact that the club is taking money out of someone else's bank account to pay for your season ticket is actually quite unbelievable. Just think about the implications of that for a second.

I can't even comprehend how it would actually happen?

Could they have potentially have stored all the direct debit details on a spreadsheet (which I would have thought would be big no no) and someone has not properly put a sort filter on the data before reordering a column or something?

Would the ICO investigate what has happened if a complaint was received?

[MarkGreen]

I can't even comprehend how it would actually happen?

Could they have potentially have stored all the direct debit details on a spreadsheet (which I would have thought would be big no no) and someone has not properly put a sort filter on the data before reordering a column or something?

Would the ICO investigate what has happened if a complaint was received?

In my case, the other person shares my surname.

[claretonthecoast1882]

In my case, the other person shares my surname.

You would think this would have been corrected after 1 phone call rather than continue to take money from the wrong account

[MarkGreen]

You would think this would have been corrected after 1 phone call rather than continue to take money from the wrong account

That is the easy option though, claretonthecoast1882

Fortunately, no-one is out of pocket in my situation, so its not actually the end of the world. I'd be more worried about cancelling the DD and losing my seat.

[claretonthecoast1882]

That is the easy option though, claretonthecoast1882

Fortunately, no-one is out of pocket in my situation, so its not actually the end of the world. I'd be more worried about cancelling the DD and losing my seat.

Yeah agree with the concern of cancelling, we seem to have a lot more issues around ticketing and payments than previous years with responses not great.