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Direct Debit Issue 5 September 2019

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Dear Member

The direct debit process on 5 September 2019 had some issues.  Specifically, approximately 7,700 of our members direct debit payments (via credit card only) were rejected by the bank incorrectly.  The rejection was related to a system error at their end (National Australia Bank) for approximately 30 minutes.

As the payments were rejected, our system automatically notified these 7,700 members via text message that their payment had dishonoured, which it technically did, but not for insufficient funds or any fault of our members, but because of a gateway/bank error.

Following advice from the Bank that they could not re-process the rejected amounts, we were asked to resend the payments of the 7,700 members for re-processing.  Unfortunately as part of that re-processing the system added the $20 dishonour fee, so members were charged an extra $20.

In between all this happening, approximately 1,200 members went and paid their outstanding amounts.  What this meant is that when the rejections were sent back to the bank and processed (albeit incorrectly by including the dishonour fee), these members have now paid twice for the fortnight.

 

Affected locations: 

The below are the affected locations.  Note that this only affected some credit card payment members at these locations, not all members at these locations.

  • ANU;
  • Belconnen (Oatley Court);
  • Braddon;
  • CISAC; and
  • Canberra City

 

Pending Transactions

If you notice a duplicate pending transaction on your credit card statement, please be advised that the duplicate 'pending' transaction should reverse out over the next few days.  If this converts to a full payment please contact us and provide screenshots.

 

What next?

The team has worked hard overnight identifying all members with issues.

 

For members who were charged an extra $20 for the dishonour fee

All members who were charged the $20 dishonour fee will have that fee refunded today (6 September 2019) to their payment method (credit card).  This will appear on some of your credit cards today, but some other cards may take up to 3 days for it to appear. 

If you have not seen your $20 refund appear back onto your credit card by Wednesday 11 September 2019, then please contact info@clublime.com.au advising us of your full-name and membership number (if you know it).

 

For members who paid twice

For those members (~1200) who paid their outstanding amount manually (ie: via the website or over the phone) and were then charged again, this amount will also be refunded today.

If you have not seen your refund appear back onto your credit card by Wednesday 11 September 2019, then please contact info@clublime.com.au advising us of your full-name and membership number (if you know it).

 

Club Lime apologises for the inconvenience this may have caused some of our members.  Unfortunately the rejections were outside of our control.  The charging of the $20 dishonour fee on top of the membership fee was a mistake on our end as part of the re-processing process and we apologise again for that.

Thank you for your patience.  If any member has suffered hardship as a result of this process then they should contact us for any assistance we may be able to provide.

 

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