This is a notice to customers who have used our service between 1st October 2019 and 15th January 2020 for purchase of TV Licence services.
This notice is to inform customers who have not received or missed the notice sent via email. Our company "Licence Plus Ltd" has had numerous issues with banking providers over the past five months that have made it difficult for us to trade and fulfill services as promised in our terms & conditions. These issues have included the following issues with our merchant bank provider:
• Non payment of customer payments to us after credit/debit cards have been processed.
• Stopping our ability to action refunds to customers who have requested them.
• With-holding of customer funds by the bank, which also stops us from refunding customers directly.
We have been working hard to obtain a new banking provider in order to continue to trade and confirm customer orders as quickly as possible to back-date orders, however this has proven difficult to achieve due to the recent covid-19 issues.
We have been in talks with our previous provider and they have stated they will still be withholding a percentage of the funds however see below in regards to refunds as we are now able to action some refunds back to original cards as of July 2020.
Firstly we would like to apologise for this issue as it is something outside of our control, however we would like to completely reassure you that our provider has stated that these funds are currently held by them, therefore they are available for customer refunds.
Please see below how to claim a refund
As of July 2020 our provider has now allowed us to action a certain amount of refunds back to customer cards directly, if you were unable to claim a refund via your bank or card provider using the chargeback scheme please contact us via email to request this direct refund on: firstname.lastname@example.org. When contacting please quote the original email used when placing your order and the full name of the card holder and an approximate date of the transaction. We will then endevour to respond to your query as soon as possible.
Once a request is received and we have confirmed with our provider that no chargeback has been raised on any previous occasion by your bank or card provider. If this is the case, once a refund is actioned our provider has confirmed that the funds will be returned to the original payment card within 3-5 working days.
We understand that this may cause inconvenience to our customers who have requested a refund however and we would like to formally apologise to all customers effected by this issue, as you can understand this matter is completely outside of our control, however we have been in constant talks with our provider to resolve customer refunds as promptly as possible for those who were unable to claim this via the chargeback scheme. In the meantime we will be offering email support via email@example.com to our customers at this time.
Licence Plus Team