Beware of QuickPay

Last update: 12/Nov/2016
Beare of QuickPay

Summary

This website serves as a warning to anyone considering doing business with QuickPay Pty Ltd (www.quickpay.net.au located in Narre Warren, Victoria). QuickPay is a direct debit company which has lax accountabiliy in my opinion. QuickPay withdrew money from my bank account without permission and exhibited a blasť attitude when taken to task about their actions.

Latest Update: 12/Nov/2016 - last week I had my 'day in court' with QuickPay, sort of. Should I have been surprised they didn't bother turning up in person? Instead, they sent a lawywer - to VCAT! I have no problem with a person hiring a lawyer to represent them in court, court can be a daunting place, especially when lawyers attempt to intimidate you (which QuickPay's lawyer tried. He told me: "we are going to be seeking costs, and it will be substantially more than what you're asking for.") However, when you don't bother to come along with your lawyer, that to me demonstrates lack of care. The short version of it is I lost the case, I wasn't able to compel QuickPay to pay the invoice I sent them for accessing my account without authorisation. QuickPay's wasn't awarded costs either. What bothers me is that QuickPay didn't have the courtesy to show up and explain themselves. So to date, there is still no satisfactory explaination as to how this situationed occurred. During the hearing it was said that I was 'attacking QuickPay' with this website. So I'm the bad guy, because I was offended someone took money out of my bank account when they shouldn't of and now I'm talking about it? The funny thing is at the start all I asked for from QuickPay was a letter of apology, but QuickPay acted like it was no big deal. Someone has shone a light on their behaviour, and they don't like it.

The Short Version
My name is Louis Marshall, I'm a web developer based in Melbourne, Victoria.

In 2014 I joined a gym in Oakleigh called Cruze. Payment for my membership was via direct debit using QuickPay. In July/2015 I cancelled my membership as I moved to another gym. My cancellation was confirmed by staff at Cruze. In early 2016, I discovered that QuickPay had continued to take money out of my account in-spite of the cancellation. Without authorisation, QuickPay had taken $127.44 out of my account over the course of 5 months.

The Problem
When caught, QuickPay's attitude was as though it was a minor error - that everyhing was OK because they refunded the money. Call me old-fashioned, but when I was growing up I was taught that taking things that aren't yours is wrong. I mean, how would QuickPay like it if I tried to take money from them that I wasn't entitled too? Oh wait, I did (by invoicing them). And guess what, they didn't like it one bit. There are consequences when you're caught taking something that isn't yours. In my view, QuickPay never provided a satisfactory explaination as to why they were taking money from my account when they were not authorised to do so. The closest thing to an explaination was to 'blame the manager at the gym'. I like to think I'm a reasonable person, so I can accept this would be plausable. But it was reported to my by the gym manager that it had happened multiple times to a number of members: QuickPay Problem (click to enlarge)

This to me looks like a serious problem. I think if you're going to accuse someone of something, you should be man enough to do it to their face; hence why I requested a meeting with QuickPay's managing directory, Mr. Mark Moodie Cordy. Give him a fair chance to put his case forward - there's always two sides to a story right? He denied my request, but hey - maybe he's a busy guy - he's a CEO after all? He only handles 'important matters'.

After discussing this issue with the manager of Cruze gym (Maria) it came to light that QuickPay continued to take money from a number of other members after they cancelled their contract. The issue had gotten to the point where Cruze stopped using QuickPay for recurring membership payments.

Timeline of Events

This section lists key dates and events relating to the dispute between me (Louis Marshall) and QuickPay:

  • 10/Nov/2014 → I signed up for membership with Cruze in Oakleigh. Payment for my membership was to be via automatic direct debit using QuickPay.
  • 27/Jul/2015 → I informed the gym [Cruze] in writting that I wished to cancel my membership.
  • 27/Jul/2015 → I received confirmation from Cruze gym that my request to cancel my membership was received.
  • 19/Jan/2016 → I received a letter from QuickPay saying I owed them money. This was the first time I became aware that QuickPay had been withdrawing money out of my account for 5 months without my permission.
  • 20/Jan/2016 → I made it clear to QuickPay that it was absolutely unacceptable that they had been accessing my bank account without my permission. And that I expected recompense to make up for the mistake (e.g. a letter of apology).
  • 15/Feb/2016 → After failing to pay an invoice on time for accessing my account without authorisation, I registered a payment default against QuickPay with the debt recovery agency Creditor Watch.
  • 18/Feb/2016 → An official complaint was lodged against QuickPay with Consumer Affairs Victoria. Consumer Affairs conducted an investigation but would not reveal any information about whether they sanctioned QuickPay or not.
  • 9/Nov/2016 → Had my VCAT hearing against QuickPay. The registrar said I wasn't alllowed to invoice QuickPay for $150, but understood why I brought the matter to VCAT. Costs were not awarded to QuickPay's lawyer.

Supporting Evidence

This is an email sent to Cruze management showing that I cancelled my membership on 27/07/2015:
Beare of QuickPay(click to enlarge)

This is the clause in my contract with QuickPay which warrents me to charge a fee in the event that a mistake is made by them*:
Beare of QuickPay(click to enlarge)

* = It has since been explained to me by a VCAT registrar that this clause doesn't entitle me to compensation from QuickPay should they make an error. It only covers reimbursmenet of bank fees I may have been charged. Funny how the bank gets paid if QuickPay take money without permission, but I don't :(

Has QuickPay Taken Your Money without Permission?

If you've had unsatisfactory dealings with QuickPay (e.g. they took money out of your account without your permission), I encourage you to lodge an official complaint with Consumer Affairs Victoria. It may not be obvious if anything has been done by Consumer Affairs, they don't reveal if they fine or sanction a company. I was told that they do take the matter seriously. And if a lot of people make it known they've had a problem with QuickPay, it's more likely Consumer Affairs will take decisive action. You may wish to also charge QuickPay a fee for unauthorised access to your bank account as I have done - it seems to be the only language QuickPay understands (money). Unfortunately, billing QuickPay for accessing your account doesn't work - you won't be awarded any money. If you take QuickPay to VCAT, like I did, you are in danger of having to pay QuickPay money for their lawyer if you can't demonstrate that your listing isn't frivilous (ref.: VCAT - Paying legal and professional costs). So where does that leave you? Guess QuickPay win :(

Contact

If you'd like to get in touch with me to discuss this matter, please use the following details:

Email: louis_mar@hotmail.com
Phone: 0401 151 599 → (SMS if you ring and don't get me at first)