Refund Complaint
I have a general question (or complaint) regarding refunds by the CAMC …. On 20th April I was promised a refund due to an error with the cost of a stay charged to my credit card and with me paying upon arrival on site ….. having spoken to a lady at CAMC membership office on the 20th she said if I didn’t mind being out of pocket for a few days she would process a refund would that day …… well, as of 8th May no refund has been received.
Have other CAMC members had to wait an excessive time for a refund or is this a one off and I have just been treated poorly?
By comparison, I returned an item to Adidas via Royal Mail a few days after this refund promise by CAMC and received a refund from Adidas on 5th May so refunds don’t have to take an unacceptable length of time.
I am keen to hear from other CAMC members regarding refund waiting times …..
Comments
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You are not alone. There are other similar complaints on this forum.
Take a look at your card provider’s chargeback arrangements and consider using section 75 of the Consumer Credit Act.
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A couple of weeks ago we were on a site where we were paying with vouchers, as they couldn't be used at the time of booking the deposit was debited to my credit card. Upon arrival said deposit was immediately refunded to card, as showed within a couple of hours. I think you have just been unlucky.
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The difference is, Trellis, that your refund was dealt with there and then on site whereas the OP's involved head office as was the case with another complaint detailed on here.
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Clearly you are going to have to contact the Club again directly. In the early days of the new booking system some had deposits taken twice and it seemed that the people on the other end of the phone did not have the means to process the refund there and then (unlike campsite staff) but had to pass it on to those that could. If that is the way the system works then there is always the risk that instructions are mislaid? I totally agree that it is far from satisfactory and it should be more robust. One could understand a few days delay but nearly a month!
David
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Update re outstanding refund ….. as per my original message regarding a refund from 20th April I again phoned CAMC office today on 9th May to be told the refund HAD NOT been processed due to a mix up as they use 2 systems !!
So, once again I have been told the refund will be processed today but be prepared to wait up to 14 days before it reaches my credit card.
I understand several members are stating similar issues so clearly the CAMC don’t care but the CAMC urgently need to review their procedures as treating members / customers this way is disgraceful.
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This isn't good enough, although there have been apologies you have received poor service. You could try leaving a review on Trust Pilot.
https://uk.trustpilot.com/review/www.caravanclub.co.uk?utm_medium=trustbox&utm_source=Horizontal
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It is frankly a disgusting customer care situation, and it’s been going on for months now. I deal with Etsy, and it only took three days to refund a customer in the USA, let alone selling to UK. The Club really does need to get its finance and customer care systems sorted out. It’s quick enough to take the money, it should be just as on the ball where refunds are required. Is it lack of staff🤷♀️ Is it poor communications🤷♀️ Is it the systems🤷♀️And why two systems, they have all on coping with one😡
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This excuse about 2 systems has been trotted out before, months ago, as testified by those complaints on TrustPilot. Members are just being fobbed off.
If I were having the same problem I would ask my credit card company to reimburse me, see Tinwheelers first post reply, and let them sort it out with club.
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Ignoring what can be done on a campsite where staff have the Point of Sale system in front of them I expect there is only one system but in two halves. It seems the Call Centre staff don't have access to the Point of Sale system whereby they could action a refund immediately, or alternatively don't have the authority to do so, but have to pass the information on to a second party and that seems to be the flaw in the system. If that works I am sure no one really will notice much of a delay. However if there are sufficient refunds failing to be done there is an obvious flaw in the system. I think what is really disappointing is that once it has been recognised that a refund has been overlooked, for want of a better description, it seems there is a lack of urgency in correcting the problem rather than just rejoining the queue. Hopefully the OP will let us know how long it actually takes.
David
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+1, this attitude to finance(ours-the customer) is getting worse. My advice is-don’t wait, don’t be put off just act. Pay by credit card then invoke section 75. Make complaints to your bank if you don’t use a Credit card & ask for assistance. Any company that uses the get out clause of-‘we don’t accept credit cards’ is letting you know they are wrong uns. The more folk act the quicker the transgressors are spot balled. These attitudes are reflective of many failings we the consumer are suffering. Act don’t wait👍🏻
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I'm sorry to read you have not received your refund. The refunds should go back on the card within 7 - 10 days. Please also note the refund amounts can show under the original transactions.
Can you please email communitymanager@camc.com with your membership number and refund amount and I will speak to a member of team to look into this for you. Many thanks.
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Refund Update …. Monies now received on 11th May so chasing CAMC was clearly the right thing to do although we should not have to ….
The first member of staff I spoke with who assured me the refund was processed was obviously not interested in my issues and didn’t check thoroughly as it took further calls then within a few days the refund arrived.Overall a poor show from CAMC in general and from some staff who are either not trained or not interested.
Thanks to Mia who finally resolved the issue, and special thanks to all members who took the time to leave comments …. But thankfully I have my money after 21 days so case closed!!
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Thanks for reporting back the outcome and glad it was eventually positive.
As this has been resolved I will now close this discussion.
David
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