Myrren (myrren) wrote in bad_service,
Myrren
myrren
bad_service

Where's My Money?!

I'm a massive Doctor Who fan, so on Friday when I found out tickets to see the 50th Anniversary episode at my local Vue Cinema were going on sale I decided to grab a couple. I was out, so I tried buying tickets from my iPhone. I tried twice, and was informed that the transaction hadn't been authorised both times due to a verification error (I thought maybe the first time I'd typed something wrong). Thinking it may have been something to do with the system not liking transaction from a mobile I got home and tried on my PC. Same thing happened.

But when I checked my bank balance the money had been taken out of my account despite it not being authorised. So at that point I was out nearly £75, and still had no tickets to show for it. Needless to say I called the Vue Cinema Guest Services number and asked what the hell was going on. The lady I talked to confirmed that the transactions had indeed failed and I didn't have any bookings, but she assured me my money was just in a holding account and would be back in my account by the end of the day. I was happy with that, so I went ahead and booked my tickets with her over the phone, which was successful.

But the money didn't go back into my account. Not Friday, not over the weekend, and not on Monday. So I called my bank, who informed me it would take up to 5 working days to get my money back, IF Vue Cinemas don't claim the three 'failed' transactions as valid, which they could do according to my bank. I should know by Friday, at which point the bank will be happy to investigate for me and get my money back if possible.

So where the hell is my £75? I am really pissed off that I was lied to about the money being right back, and it's money I need. I'd never have booked the tickets over the phone if I had know the other £75 wasn't going to be back for days. Vue are a big company, I don't think they deliberately took money off me dishonestly, but I do have to wonder when my bank informs me that Vue could still take money via a transaction their website said was failed.

I was so excited to get my tickets for The Day of the Doctor, but this had kind of put a downer on it.

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