Some RACV customers say they’re unable to pay for food and bills after the insurance company debited their accounts multiple times for the second time in two days.
One angry Melbourne customer, Duncan (who did not wish to give his surname) contacted The New Daily on Thursday after the insurer took more than $15,000 from his account.
On Tuesday, Duncan said RACV had debited him more than 95 times.
The insurer apologised to him for the inconvenience, and said he would be reimbursed as soon as possible.
“I’m so furious. I can’t pay for petrol, groceries and my mortgage. This is just unacceptable,” Duncan told The New Daily.
“I’ve also seen on Facebook that they’ve debited other customers twice and it’s just appalling.
“I’m also so angry because the bank has allowed this to happen,” he said.
Duncan said he was told by Westpac that the second debit (pictured below) was by a “Dummy Merchant”, which means it was an authorised debit.
Several outraged customers have taken to RACV’s Facbeook page to saying they’re “disgusted” and in “utter shock” after being debited huge amounts of money for the second time in two days.
“I am on the phone the bank for the third day in a row because your direct debits are continuing to decimate my credit card for a second time – that’s $15,000 so far – WHAT THE HELL???????????,” one angry customer said.
“YOUR ISSUE IS NOT RESOLVED! Once again you have stripped my account and put into a negative with 56 payments taken out this morning more than $8000. This is disgusting RACV! This will be taken further as still there is no explanation!!!!! DISGUSTED,” another customer said.
But an RACV spokeswoman said there had not been further debits to customers’ bank accounts.
“Each bank is processing refunds in different ways which has caused some confusion,” the spokeswoman told The New Daily.
“Some refunds are appearing as a one-off payment rather than individual refunds and as transactions are processed it may look as though accounts are being debited.”
She said the insurer was working alongside all banks to expedite the process and confirmed all NAB accounts had been refunded as of today.
“Other banks are experiencing longer processing times,” she said.
“We understand this has impacted affected our members in a number of ways and we are working directly with them on their personal circumstances.
“We have a dedicated team on 1800 675 958 if anyone requires additional immediate support.”