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"No show": Wild reason couple denied refund on flights scheduled during Covid

A Melbourne couple, who had booked flights with Qantas during the state's fifth lockdown, were left furious after they were told they were ineligible for a refund because they were a "no show". Kieran McGregor told news.com.au that he and his partner had originally booked the flights to Darwin for July 18, 2021 through travel giant Expedia. When the number of Covid cases started rising, he moved the flights forward to fly out on the 16th of July, hoping that they would be able to get out before another lockdown, but the day before their flight, Victorian Premier Daniel Andrews announced the state's fifth lockdown. Three years later, McGregor was still stuck between trying to get the refund from Expedia, who said Qantas had the money, and Qantas, who said the travel agent had it. Last year, McGregor contacted Expedia on their X account to try to resolve the issue, but the company said: “We just got off the phone with the airline, and as per advised, the ticket shows suspended on their end due to a no show." “Your ticket is no (sic) eligible for a refund, and has no value as per the airline. We apologize for the inconvenience.” He was "incredulous" when he received the message. “How could I fly if the state of Victoria was in lockdown and I couldn’t move more than 5km from the house?” he told news.com.au. When he contacted Qantas, the airline claimed “the funds will still remain with the agency that you’ve booked with” and to contact them directly for a refund. McGregor told news.com.au the ordeal was “utterly disgraceful” and that he was unaware if the flight went ahead or not. The publication reportedly contacted Expedia and Qantas and on Tuesday morning they finally said that a refund would be issued, but McGregor said he was yet to be contacted. “For flight bookings at Expedia, we generally follow the policies of our travel partners, so any refund is determined by the airline,” an Expedia spokeswoman said. “We have looked into this case with Qantas, and we will be contacting the traveller to process the refund.” While a Qantas spokesman said: “We apologise for the extended delay in resolving this issue and are processing a full refund for their bookings.” It is unclear which company held McGregor's funds, which was reported to be around $2,500. Adam Glezer from Consumer Champion told news.com.au that McGregor came to him recently when he felt he had nowhere else to turn. He said that these situations were quite common. “What Kieran has gone through with Expedia and Qantas is extremely common where the third party says the airline has the money and the airline says the third party has the money. I call it the blame game and there’s only one loser out of it and that’s the customer," he said. “Transparency in these situations is of utmost importance and unfortunately it just doesn’t exist.” Images: news.com.au/ DLeng / Shutterstock.com

Travel Trouble

Major banks hand over millions in refunds over unfair fees

Four major Australian banks are set to cough up close to $30 million in refunds to low-income customers after the Federal corporate watchdog revealed a pattern in high fees. A new report from the Australian Securities and Investments Commission revealed ANZ, Commonwealth Bank, Westpac, as well as mid-tier Bendigo and Adelaide Bank kept at least two million low-income customers in high-fee accounts. Many of these low-income earners rely on Centrelink payments, and were unfairly slapped with unreasonably high fees. The report followed an ASIC review which focused on improving financial outcomes for First Nations customers by addressing avoidable bank fees. “We focused in this project on the banks who were most likely to have First Nations consumers on low incomes trapped in high-fee accounts,” ASIC commissioner Alan Kirkland said. ASIC said the four banks have committed to moving more than 200,000 customers into low-fee accounts, saving them about $10.7 million a year, with the financial institutions also committed to refunding over $28m in fees to these customers over the next 12 to 18 months. This includes $24.6 million to Aboriginal and Torres Strait Islander students and apprentices receiving ABSTUDY payments, and customers in areas with significant First Nations populations. “At any time ASIC, and the community, expects that the banks will treat their customers fairly,” Mr Kirkland said. “But that’s particularly important for people on low incomes and for people who are struggling to make ends meet, the last thing they need is to have the very little income that they have being eaten away in unnecessary bank fees.” Mr Kirkland added that the implications of ASIC’s latest review applied to all banks across the country. “We’re expecting all of them to read the report and make improvements to their practices to stop other people being trapped in high-fee accounts that they can’t afford,” Mr Kirkland said. Image credits: Shutterstock

Money & Banking

Qantas apologises after rejecting cancer patient's refund request

Qantas has issued an apology for rejecting a cancer patient's refund request after his case allegedly did not qualify based on “compassionate reasons”. Neil Ross, 62, decided to book a holiday to Cairns with his wife for a couple of weeks, but two weeks later he was diagnosed with face cancer. “It hit me like a rock,” Mr Ross told news.com.au. “I wasn’t in the life of me, expecting that news.” The Brisbane local was initially told he had Bells Palsy, but was later diagnosed with cancer and had to undergo a 13-hour operation to remove the tumour, causing the right side of his face to be significantly disfigured. He underwent radiation almost every day for six weeks saying it “knocked him to no end”. “I was very thankful that my wife had helped me and still is helping me to get through this.” Ross is yet to be given the all-clear and is still undergoing treatments, including rehab following the loss of muscle mass. He will also undergo plastic surgery to reconstruct the right side of his face. “I had notified Flight Centre that I needed to cancel my flight due to finding out that I had cancer and that l needed treatment urgently,” he said. “As I said to the girl at Flight Centre – ‘look at my face, do you think I want to get a refund for the hell of it? I rather be healthy and go on holiday.” Ross said that the airline issued him a credit note until April 22 of this year, but with his current circumstances, he was unable to travel before that date and applied for a full refund. He also claims that despite sending two medical certificates - the first which stated that Ross was unfit to fly for 12 months, and the second which included detailed information about his condition - it “did not meet requirements on compassion”. “I thought ‘what the hell, what more can I do?’ This has done nothing but cause me a great deal of stress that I don’t need," he said. Ross submitted two different refund requests, one on March 20, which was rejected on the fourth of April, and another on April 9 which was rejected two weeks later. The email from a Flight Centre representative reportedly said: "They have advised that ‘the attached medical certificate does not fit into the GF guidelines for a refund due to compassionate reasons’." According to news.com.au, Qantas has since contacted Ross and issued a refund, after an error was made in processing the supplementary material, by not connecting it to the earlier application. “We apologise to Mr Ross for this experience and have let him know we’re processing a refund for him.” They have also reportedly apologised for any distress they may have caused and are investigating how the error occurred so that it doesn't happen again. Images: news.com.au/ Getty

Travel Trouble

Airlines to cough up millions in refunds and fines over delays and cancellations

Frustrated travellers subject to major delays or cancellations to their US flights could be entitled to a portion of $US 600 million ($AU 896 million) in refunds from six airlines forced to refund their customers. The airlines have been ordered to pay back customers by the US Department of Transport as part of “historic enforcement actions”. Under US law, customers must be refunded by airlines or ticket agents if the airline cancels or significantly changes a flight to, from or within the US and they don’t want to accept the alternate offer. The department also ordered the airlines to pay a total of $US 7.25 million ($AU 10.84 millIon) in fines for “extreme delays in providing refunds”. “When a flight gets cancelled, passengers seeking refunds should be paid back promptly. Whenever that doesn’t happen, we will act to hold airlines accountable on behalf of American travellers and get passengers their money back.” said U.S. Transportation Secretary Pete Buttigieg in <a href="https://www.transportation.gov/briefing-room/more-600-million-refunds-returned-airline-passengers-under-dot-rules-backed-new" target="_blank" rel="noopener">a press release</a> shared on Monday. “A flight cancellation is frustrating enough, and you shouldn’t also have to haggle or wait months to get your refund.” According to 7News.com.au, the refunds apply to both US and international travellers. The fines and refunds vary from airline to airline, with the affected airlines including: <ul> <li dir="ltr" aria-level="1"> Frontier Airlines - ordered to refund $US 222 million ($AU 331.9 million) and pay $US 2.2 million ($AU 3.2 million) in fines </li> <li dir="ltr" aria-level="1"> Air India - to pay back $US 121.5 million ($AU 181.6 million) and fined $US 1.4 ($AU 2.1 million) </li> <li dir="ltr" aria-level="1"> TAP Portugal - with refunds totalling $US 126.5 million ($AU 189.1 million) and fines of $US 1.1 million ($AU 1.6 million) </li> <li dir="ltr" aria-level="1"> Aeromexico - to refund $US 13.6 million ($AU 20.3 million) and pay $900,000 ($AU 1.3 million) in fines </li> <li dir="ltr" aria-level="1"> El Al - due to pay $US 61.9 million ($AU 92.5 million) in refunds and $900,000 ($AU 1.3 million) in fines </li> <li dir="ltr" aria-level="1"> Avianca - with total refunds of $US 76.8 million ($AU 114.8 million) and a fine of $US 750,000 ($AU 1.1 million) </li> </ul> Most of the fines will be paid to the Treasury Department, with the remainder to be credited based on airlines paying customers beyond the legal requirement. According to Blane Workie, the assistant general counsel for the Office of Aviation Consumer Protection DOT, the refunds have either already been made or customers should have been informed of them. Image: Getty Images

International Travel

Shoppers left confused by Aldi refund policy

A woman has sparked a heated discussion online after sharing her experience seeking a refund at an Aldi store in the US. Writing in the Aisle of Shame Facebook group, she wrote, “I bought the big tree bag at Aldi for $29.99 on Wednesday. Got it home, and out of the box only to realise it’s much too massive for anything I could ever need so decided to return.” After heading back to the store and enquiring about a refund, she was informed that she was only entitled to half of what she paid for the item as the item had since been marked down. She wrote, “I was unaware that if you buy an... item at full price and days later it’s price gets cut in half, you should expect the half price for the return and not the full price, even though that’s what you paid. Even if it’s still marked in the aisle for full price, and I had a receipt.” This took place at an Aldi store in Ohio, but Aldi customers from all over the globe have weighed in, with one suggesting the incident was “illegal”, writing, “Wait, what?! But you had a receipt showing you paid full price!” Many group members went on to debate the store’s refund policy, with some suggesting that a policy designed to protect the store from after-Christmas returns may have been at play. One user commented, "Was it bought before Christmas and returned after? As someone who has worked retail during Halloween you'd be shocked how many people try to get their money back after the Holiday,” while another wrote, “Usually there is a policy posted about seasonal and clearance items.” Aldi employees even weighed in, with one commenting, “I’m an Assistant Store Manager at an Aldi, policy is with receipt you get back what you paid for! If you don't have a receipt you get what the system says,” and another confirming, I’m an Aldi employee. Whoever did your return did it wrong. You should have gotten what you paid for if you had your receipt.” The customer clarified that she had no hard feelings towards her local Aldi and would be heading back to have the situation rectified by a manager. Fortunately, this would never happen in Australia. An Aldi spokesperson confirmed to Yahoo News Australia that if a customer has a receipt showing they paid the original price, that price would be refunded. Aldi Australia’s money back guarantee covers change of mind, grocery items, and Special Buys. The policy states, “Shop like you’ve got nothing to lose. Because you don’t.” Image: Dinendra Haria/SOPA Images/LightRocket via Getty Images

Money & Banking

“We’re owed a refund”: Carrie Bickmore’s huge birthday blunder

David “Hughesy” Hughes turned 50 on Thursday and as a wonderful gift, Carrie Bickmore and her radio co-host Tommy Little hired a skywriter. The plan was to write ‘HB Hughesy” with a love heart over Sydney, as a way to honour the comedian who has just moved to the city for his new breakfast radio gig. However, the skywriter made a huge blunder and forgot the second ‘H’ in his name, calling him ‘Hugesy’ instead. <img style="width: 500px; height: 281.25px;" src="https://oversixtydev.blob.core.windows.net/media/7838944/hughsey-2.jpg" alt="" data-udi="umb://media/c0202c2c3e99426ea6a80476a97fe9ca" /> “It’s all about you right now … it’s live. This is live. Live above the Sydney Opera House and Sydney Harbour Bridge,” Carrie and Tommy told him as he looked out the window. “This is incredible, I’ve never had anything like this before,” Hughesy gushed. However it wasn’t before long that they realised the blunder. “Is there a spelling mistake?” Tommy pointed out. “You spelled my name wrong guys,” laughed Hughesy. “Did you mean that or not?” he asked. “Oh no!” Carrie cried. <img style="width: 500px; height: 281.25px;" src="https://oversixtydev.blob.core.windows.net/media/7838945/hughsey-1.jpg" alt="" data-udi="umb://media/998f2a6d13e745aa871dbabc5b3d5e2c" /> “Look that is disappointing, but I’m flattered by that,” Hughesy admitted. “Well we’re owed a refund from a skywriting company,” Tommy Little laughed. Carrie addressed the hilarious mistake on Instagram. “Oh crap. Tommy and I got @dhughesy a 50TH birthday present and it was written wrong in the sky!!! Happy birthday HUGESY,” the caption read. Hughsey received the unfortunate mistake well however, laughing as he said: “You know what? It’s close enough.”

Caring

ATO announces big changes to tax refunds and deductions

<div class="post_body_wrapper"> <div class="post_body"> <div class="body_text "> The end of the financial year is here and the Australian Tax Office has announced a variety of changes that impact your tax return. The ATO has realised that the coronavirus pandemic has changed the lives of many and have pulled together <a rel="noopener" href="https://www.ato.gov.au/Individuals/Lodging-your-tax-return/In-detail/Tax-essentials/?=redirected_taxessentials" target="_blank">new resources</a> to help Aussies navigate their tax returns. “We know many of our clients and their agents will have questions about how different types of income and expenses may affect their obligations this year. We’re helping to make sure people know how to get it right,” assistant commissioner Karen Foat said. “We have published information on our website to help you get it right when lodging this year, including the Tax Time Essentials page which is a one-stop-shop for the things that are a little different this year and how they impact your return. “If you’ve read through the information on our website and still have a question, search our online forum ATO Community. This forum is available 24 hours a day and we have a great community of expert members who respond to questions.” The ATO has also outlined the most common ways COVID-19 will impact the tax returns of workers. Working from home A temporary shortcut method has been applied to working from home expenses between March 1 and June 30, 2020, which allows people to claim a rate of 80 cents per hour for all of their running expenses. This saves people calculating costs for specific running expenses like taxpayers usually would under normal circumstances. This new method covers all deductible expenses and can be used by multiple people working from home in the same house. “If you use the shortcut method, all you need to do is keep a record of the hours you worked from home as evidence of your claim. But it is all-inclusive, meaning you can’t claim for any other working-from-home expenses,” Ms Foat said. You are still able to use the other existing methods to calculate working expenses if you prefer. Protective clothing Another deduction which is set to see an increase is protective items, such as gloves, face masks or hand sanitiser needed for work. These items can only be claimed if the taxpayer paid for the item and were not reimbursed. Industries that were more likely to claim these expenses include retail, hospitality and healthcare. What you can't claim Ms Float said that employees couldn't claim the cost of travelling to and from work and that the COVID-19 pandemic would not affect that rule. “For example, if you are working from home because of COVID-19 but need to go to your regular office one day per week, your home to work travel is still private travel and cannot be claimed,” Ms Foat said. Ms Float also said that you should try to reduce claims that aren't relevant. “If you aren’t travelling for work, you can’t claim travel expenses. If you aren’t wearing your work uniform, you can’t claim laundry expenses,” she said. “It’s still important to meet the three golden rules: You must have spent the money and not have been reimbursed, it must relate directly to earning your income, and you must have a record to prove it. “What you can claim really depends on your circumstances. While we are trying to make it easier for people to claim what they are entitled to, we are also asking people to take a bit of extra care if their circumstances have changed this year.” </div> </div> </div>

Money & Banking

Bride demands refund from wedding photographer over Black Lives Matter support

An American wedding photographer said a couple tried to cancel their contract after she expressed her support for Black Lives Matter in a social media post. Shakira Rochelle, a photographer based in Cincinnati, Ohio, shared her support of the movement on her social media pages. The post read: “Shakira Rochelle Photography stands in solidarity with the black community. The black lives matter movement has my endless support.” <blockquote style="background: #FFF; border: 0; border-radius: 3px; box-shadow: 0 0 1px 0 rgba(0,0,0,0.5),0 1px 10px 0 rgba(0,0,0,0.15); margin: 1px; max-width: 540px; min-width: 326px; padding: 0; width: calc(100% - 2px);" class="instagram-media" data-instgrm-captioned="" data-instgrm-permalink="https://www.instagram.com/p/CBEt3EblKff/?utm_source=ig_embed&utm_campaign=loading" data-instgrm-version="12"> <div style="padding: 16px;"> <div style="display: flex; flex-direction: row; align-items: center;"> <div style="background-color: #f4f4f4; border-radius: 50%; flex-grow: 0; height: 40px; margin-right: 14px; width: 40px;"></div> <div style="display: flex; flex-direction: column; flex-grow: 1; justify-content: center;"> <div style="background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; margin-bottom: 6px; width: 100px;"></div> <div style="background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; width: 60px;"></div> </div> </div> <div style="padding: 19% 0;"></div> <div style="display: block; height: 50px; margin: 0 auto 12px; width: 50px;"></div> <div style="padding-top: 8px;"> <div style="color: #3897f0; font-family: Arial,sans-serif; font-size: 14px; font-style: normal; font-weight: 550; line-height: 18px;">View this post on Instagram</div> </div> <a style="color: #000; font-family: Arial,sans-serif; font-size: 14px; font-style: normal; font-weight: normal; line-height: 17px; text-decoration: none; word-wrap: break-word;" rel="noopener" href="https://www.instagram.com/p/CBEt3EblKff/?utm_source=ig_embed&utm_campaign=loading" target="_blank">Shakira Rochelle Photography stands in solidarity with the black community. The black lives matter movement has my endless support ✊🏼.</a> <p style="color: #c9c8cd; font-family: Arial,sans-serif; font-size: 14px; line-height: 17px; margin-bottom: 0; margin-top: 8px; overflow: hidden; padding: 8px 0 7px; text-align: center; text-overflow: ellipsis; white-space: nowrap;">A post shared by <a style="color: #c9c8cd; font-family: Arial,sans-serif; font-size: 14px; font-style: normal; font-weight: normal; line-height: 17px;" rel="noopener" href="https://www.instagram.com/shakirarochellephotographyy/?utm_source=ig_embed&utm_campaign=loading" target="_blank"> Shakira Rochelle🌿</a> (@shakirarochellephotographyy) on Jun 5, 2020 at 5:34pm PDT </div> </blockquote> Rochelle later received a text message from a client requesting her deposit back. “We have done a lot of talking and we cannot bring ourselves to support anyone who is so outspoken on matters that simply do not concern them as well as someone that does not believe that ALL lives matter,” the bride wrote on the text. “We … feel that you aren’t stable enough to complete the job we need from you.” Rochelle told the bride that the deposit was non-refundable, as per their signed contract. “I wish you a lifetime of growth and I would like to thank you for your donation to Black Lives Matter,” the photographer concluded. The bride told Rochelle she would be “hearing from our attorney”. <blockquote class="twitter-tweet"> I love it here. <a href="https://t.co/hKH4WFOSk2">pic.twitter.com/hKH4WFOSk2</a> — Q.🍫 (@PINKdot_COM) <a href="https://twitter.com/PINKdot_COM/status/1272880090003771393?ref_src=twsrc%5Etfw">June 16, 2020</a></blockquote> The screenshots of the messages – which Rochelle posted on her personal Facebook account – went on to become viral on social media sites. A Twitter post with pictures of the exchange has received more than 1.1 million likes. On Wednesday, Rochelle released a statement addressing claims that her post was fabricated. “There is a photoshopped screenshot circulating stating that coming forward with this story was a business tactic to make a profit on the BLM movement,” she said. “This is the most incredibly absurd thing I have ever heard. The original post started out private until a friend asked if she could share it. I never had the intentions or the desire to go viral for this or anything else.” Rochelle explained that prior to the incident, she had been booked until winter and was not seeking for more clients. “I have always stood up for human rights and will continue to do so. I have marched with my loved ones as well as alone. My intentions are pure,” she said. “Please know that what you saw from me was the complete story.” Black Lives Matter protests have been initiated across the US and around the world following the killing of George Floyd in police custody on May 25.

Art

Calls to rip up and refund "hypocritical" COVID fines

A Queensland politician has launched a petition to have all coronavirus fines ripped up after a 30,000 strong protest breached mass gathering laws and escaped without punishment. As 30,000 people attended a Black Lives Matter rally in Brisbane’s CBD on the weekend, Queensland police said no fines had been issued despite the protestors defying the current COVID-19 restrictions on gatherings. Katter’s Australian Party MP Nick Dametto started the parliamentary petition, saying that the Queensland Government’s rules were “hypocritical”. "While the vast majority of Queenslanders have complied with the Government's restrictions as a matter of public health and safety in order to flatten the curve, the hypocrisy of allowing thousands of people to congregate during the protests has infuriated many, including those who have received fines for relatively minor breaches of the COVID-19 rules in place," the petition said. "Your petitioners, therefore, request the House do all within its power to revoke or refund fines handed to Queenslanders who breached COVID-19 rules as a matter of principle." As hundreds of Queenslanders had been hit with fines in excess of $1,300, Mr Dametto said that the treatment of protestors showed double standards, according to the<a rel="noopener" href="https://www.abc.net.au/news/2020-06-09/queensland-coronavirus-fines-revoked-hypocrisy-protests/12333600" target="_blank"> ABC</a>. "I was talking to a small business the other day, which was shut down for a week because they had 11 people in their business instead of the allowed 10," he said. "But then we're going to somehow allow 30,000 people together? "By not getting out there and fining some people gives a very dark message: you're allowed to break the rules if you have enough people breaking the rules at the same time." However, Tourism Minister Kate Jones has defended the actions of the Queensland government. "I didn't let 30,000 protesters protest in Brisbane [and] neither did the Government," she said. "The Premier said very clearly do not go to the protest. The Police Commissioner said do not go to the protest. "Some people — the majority of them young — chose to ignore that health advice.”

News

Government to refund $720 million extorted through robodebt

The Federal Government has announced it will refund more than $720 million dollars to people who were unlawfully issued with debt notices under Robodebt, which many have labelled an extortion scheme targeting those without means to challenge it. And although the decision won’t bring back those driven to depression and even to suicide as a result of the burden of having to pay money or face the prospect of a criminal prosecution, it will vindicate the thousands victimised by the government’s patently illegal conduct. The class action <a href="https://www.sydneycriminallawyers.com.au/blog/class-action-brought-over-robodebt/">A class action by more than 13,000 Australians was set to proceed later this year</a>. The suit had been under way for some time, but gained momentum after a lawsuit, brought by Victoria Legal Aid in the Federal Court last year <a href="https://www.sydneycriminallawyers.com.au/blog/robodebt-is-unlawful-federal-court-rules/">determined that raising debts which relied solely on income averaging was unlawful</a>. As a result, over the past few weeks Centrelink has been in the process of contacting anyone who was affected by Robodebt’s flawed algorithms which based calculations on income averaging’, to notify them of the class action, but now the Federal Government has announced that it will refund 470,000 debts, along with interest and fees. Illegal system <a href="https://www.sydneycriminallawyers.com.au/blog/robodebt-class-action-is-coming/">Robodebt</a> was introduced by the Turnbull Government in 2016. At the time, the government hailed it as a huge triumph, saying it would “crack down on dole bludgers and welfare rorters” and “recover” billions of dollars over a period of just a few years. The previous system, which was not automated, only generated about 20,000 letters a year. But in the early days of the new automated system, that number skyrocketed to around 20,000 letters a week. But instead, it targeted many thousands of average Australians, sending notices asking them to pay debts they don’t owe. Many more have received notices with inflated debt figures based on incorrect calculations or misinformation within the system. Others, receiving payments such as Youth Allowance and Newstart have were asked to verify their income dating back as far as 2010. Alarm bells about potential mistakes in the automated system were raised across the nation about 6 months into its existence, during December and January 2016, when Centrelink began tweeting the contact number for Lifeline. Centrelink staff were simply unable to cope with the sheer volume of calls and complaints about the automated debt notices. Those who had received notices were being charged fees and interest and being pursued relentlessly by debt companies, or threatened with deductions from their current salaries until the debt was paid. Powerless against the system When Centrelink was unable to help people in a timely way, many felt completely powerless against the ‘system’ – the way that the scheme operated, the onus was on individuals to disprove their debt, rather than for the Government to authenticate it. Around the same time, the Federal Government also introduced Departure Prohibition Orders (DPOs) that stopped anyone who <a href="https://www.sydneycriminallawyers.com.au/blog/if-you-owe-money-to-centrelink-dont-try-to-leave-australia/">owed a debt to Centrelink from leaving Australia</a>, irrespective of the size of the debt, until either the amount owing was paid in full, the debtor makes an agreed lump sum payment, or enters into a repayment plan. For some, the financial distress proved too much. <a href="https://www.sydneycriminallawyers.com.au/blog/centrelinks-flawed-robo-debt-system-is-killing-our-most-vulnerable/">More than 2000 people died after receiving a robo-debt notice between July 2016 to October 2018</a>. While no cause for their death has ever been reported, and the Department of Human Services said it was ridiculous to draw conclusions from these numbers, it is known that almost a third were classified as ‘vulnerable’ – which means they had complex needs like mental illness, drug use or were victims of domestic violence. The damage has been done. But at least now, there is justice for the majority of Robodebt victims who will start <a href="https://www.theguardian.com/commentisfree/2020/may/29/robodebt-was-a-flagrant-abuse-of-government-power-it-should-never-have-seen-the-light-of-day?fbclid=IwAR2XYRRtO3DuycBcLZxt-PkiJhy5dfIjzwILsB_cRvYs8LWE_Pvd2Epyjyk">receiving their refunds in July this year</a>. It is possible that many more cases may be eligible for refunds, because despite the fact that the Government has pledged to pay back $721 million, according to information released by the Senate, more than 680,000 debts have been raised over the years, with a value of about $1.4 billion. Anyone who believes they have been affected should contact Centrelink. Written by Sonia Hickey. Republished with permission of <a href="https://www.sydneycriminallawyers.com.au/blog/government-to-refund-720-million-extorted-through-robodebt/">Sydney Criminal Lawyers.</a>

Retirement Life

“Sorry, not sorry”: Wedding videographer refuses to issue refund after bride-to-be dies

A man who lost his fiancée in a car crash has been threatened with a lawsuit after he requested a refund from the wedding videography company the couple had hired. Justin Montney, 24, was forced to cancel his May wedding after his 22-year-old bride-to-be Alexis-Athena Wyatt died in February. Montney said the Texas, US-based videography company Copper Stallion Media refused to refund his US$1,800 deposit, saying it was non-refundable. The man told <a href="https://www.buzzfeednews.com/article/skbaer/wedding-videographer-refuses-refund-fiance-death">Buzzfeed News</a> he reached out to the company again last week, informing them he planned to share the dispute on social media. The company threatened to sue him and Wyatt’s family in response to a review her mother wrote on wedding website The Knot. “They should have been able to [issue a refund] because they didn’t render any services,” Montney told KRDO-TV. He said the company offered to extend their service to his next wedding, which was “a very a very insensitive thing to tell me”. Montney said other vendors did not hesitate to refund their money after learning about Wyatt’s death. “They obviously felt terrible for what had happened,” he said. After Montney went public with his experience, Copper Stallion Media created a website using Montney’s name – JustinMontney.com – to rebut his claims, accusing him of driving a “smear campaign”. “We understand a death occurred, but it’s not right for people to turn to the internet and sodomize the reputation of a company,” read the text, which has since been removed on the website. “He could have quietly filed a small claim to ‘try’ to recoup the non-refundable deposit. Instead, he chose the internet to shake us down.” <img style="width: 500px; height: 281.25px; display: block; margin-left: auto; margin-right: auto;" src="https://oversixtydev.blob.core.windows.net/media/7836261/jm2.jpg" alt="" data-udi="umb://media/42c8a0c6a3154718a7ebc539453dc355" /> On May 23, the company posted a photo of the couple with the caption: “Today would have been the day where we would have filmed Justin and Alexis’ wedding in Colorado Springs. “After what Justin pulled with the media stunt to try and shake us down for a refund, we hope you sob and cry all day for what would have been your wedding day. “Sorry, not sorry.” Copper Stallion Media has since shut down their pages on Facebook and The Knot. Videographer Alex Murphy, who used to work for the company, told <a href="https://www.thedenverchannel.com/news/contact7/wedding-videographer-refuses-to-provide-refund-after-brides-death-harasses-her-family">The Denver Channel</a> he left because they refused to pay him. He said his final paycheck came from Las Vegas-registered company Organized Weddings LLC, which is associated with a man named Jesse J Clark. Clark was sued by Massachusetts’ attorney general in 2013 for defrauding 90 couples by accepting payments and failing to provide their wedding videos, according to the <a href="https://www.telegram.com/article/20130426/NEWS/104269782">Telegram & Gazette</a>.

News

Tracy Grimshaw under fire from travel industry boss over refund scandal

A travel boss has slammed A Current Affair host Tracy Grimshaw over a segment on the program discussing a travel industry refund scandal. Jayson Westbury, the chief executive of the Australian Federation of Travel Agents (AFTA) addressed members during a webinar on Friday and said the Nine presenter needed “to be given a firm uppercut or a slap across the face” according to the Sydney Morning Herald. “I mean that virtually, of course. I wouldn’t want to invoke any violence on anyone,” he added. “But, I mean, some of the behaviour and some of the language that’s being used on that program is just outrageous,” he said. The webinar, which had addressed how the industry was dealing with negative publicity during the coronavirus pandemic, has now been removed from the AFTA website. Mr Westbury told members that while AFTA was doing what it could by talking with ACA’s reporters and producers, he would no longer be watching the show and urged others to do the same. "The best thing to do for A Current Affair is just to stop watching. That way you’ll stop worrying,” he said. "I’ve personally boycotted it, won’t be ever watching it again." The travel industry has been one of the most badly affected sectors during the coronavirus pandemic, as widespread travel bans forced holiday-makers to cancel their plans and seek refunds. But some customers have faced difficulties getting their money back, with travel agencies either refusing to pay up or offering only credit notes instead. Updating members on Tuesday, Mr Westbury said it was likely trips would continue to be cancelled “for some time to come” and it would be a “death by a thousand cuts” for the industry. “Consumers will continue to look to cancel trips and request refunds. And so it continues like death by a thousand cuts as the travel industry continues to deal with these very ridged travel restrictions,” he said. “Prepare for more cancellations and refunds, start planning for selling domestic trips and hope that we might be allowed off the island (Australia) for Christmas,” he added.

NO REFUNDS! Woolworths' genius new policy for panic-buyers

Supermarket giant Woolworths is hitting back at shoppers who participate in the coronavirus panic-buying hysteria by changing their refund policy on particular items. Customers who purchased mass goods amid the present panic surrounding COVID-19 will now need a better excuse to return their purchases ahead of the new policy Woolworths has just announced. The panic around purchasing necessities has seen the shelves once carrying hundreds of rolls of toilet paper, canned goods and hand sanitiser go empty. Woolworths today confirmed it is refusing to refund any shopper who may have mass-bought certain items and then regretted the purchase after the transaction. <img style="width: 500px; height:281.25px;" src="https://oversixtydev.blob.core.windows.net/media/7835072/woolies.jpg" alt="" data-udi="umb://media/c8a8837ac4674da0860984ff77247d73" /> "From Wednesday 11 March 2020 until further notice, we will not provide a refund where you have simply changed your mind about products purchased from Woolworths in the following categories," Woolworths said in a statement to customers, which has also been posted in stores. "Toilet paper, paper towel, tissues and serviettes, medicinal (pain relief), cleaning (anti-bacterial wipes, sprays and cleaners, disposable gloves), feminine hygiene and incontinence, baby wipes. "Pasta and pasta sauce, canned food (fish, vegetables, soup, fruit and canned meals), flour and bread mixes, cooking oils, rice." Typically, Woolworths’ refund policy allows for shoppers to get their money back if they change their mind on items they bought, as long as the product is unopened in its original packaging, within the best before date and with a receipt. All Australian supermarkets have been forced to react as a result of the panic-buying across the nation that has left shelves desolate. Coles took out a full page newspaper ad where they begged consumers to only buy as much toilet paper as they need. "The sudden and unprecedented demand for toilet paper has created a problem. But the problem isn't a shortage of toilet paper," the ad, which ran in The Australian, reads. "The problem is that some people are buying a lot more toilet paper than they normally do and more than they need to. "At Coles, we have a responsibility to ensure every Australian can access their fair share of the things they need every day. And right now, not every Australian can; including the elderly and most vulnerable. “We can't allow that to continue." Woolworths also placed a four-pack limit of toilet paper on consumers in the same week that a fight broke out in a Sydney supermarket over mass-buying of toilet rolls. The new measures come as major supermarkets are undertaking extra cleaning precautions in a bid to stop the spread of coronavirus through infrastructure such as self-serve checkouts.

News

More than 150,000 Telstra customers entitled to refund

More than 150,000 Telstra mobile broadband customers may be eligible for a refund as the telco admitted that it failed to send them data usage warnings. The issue, which was addressed by the Australian Communications and Media Authority (ACMA), said that warning messages were sent by SMS to accounts that were not connected to a mobile phone number to receive them. This resulted in customers going over their monthly data limit and paying extra usage charges as they had no idea they were over their limit. The problem shockingly occurred for almost six years, between September 2013 and May this year. Telstra self-reported to ACMA that it failed to send warnings over email so that all customers could see them. "Consumers have a right to make informed decisions about their broadband use, and by failing to send these notifications in the correct format people have had to pay excess usage charges without sufficient warning," said ACMA chair Nerida O'Loughlin to <a rel="noopener" href="https://au.finance.yahoo.com/news/150000-telstra-customers-could-get-a-refund-001455957.html" target="_blank">Yahoo!</a>. "The [Telecommunications Consumer Protections Code] requires suppliers to send notifications within 48 hours of customers reaching specified data usage quotas on post-paid internet plans." Telstra has automatically refunded customers who complained about excess charges or were hit with excess fees of $5 or less. The company has also reached out to other customers who may claim a refund via an online form. "We encourage current or former Telstra mobile broadband customers to contact Telstra for a refund if they believe they incurred excess usage charges as a result of not receiving a usage notification," said O'Loughlin.

News

CommInsure to refund 30,000 customers over illegal sales campaign

CommInsure will repay up to 30,000 life insurance customers a total of $12 million after pleading guilty to 87 criminal charges. On Tuesday, the Commonwealth Bank (CBA)-owned insurer pleaded guilty to 87 hawking offences via unlawful and unsolicited telephone calls laid by the Australian Securities and Investments Commission (ASIC). The charges related to CommInsure’s aggressive use of unlawful phone marketing between October and December 2014, when the insurer enlisted telemarketing firm Aegon Insights to sell its Simple Life policies over the phone using customer contact details from CBA’s database. “The CBA customers had not requested to be contacted for the sale of Simple Life by CommInsure, or persons on CommInsure's behalf, or to receive marketing information from CommInsure,” ASIC said. ASIC began investigating the case after flagging a number of issues, including the fact that almost half of the policies sold in 2012/13 were discontinued within six months and that the speed of sales indicated that customers were given inadequate or unclear descriptions of the insurance. “ASIC is concerned that the way in which these products were sold was manifestly unfair, with customers given insufficient information to make an informed decision,” ASIC deputy chair Daniel Crennan QC said. The bank told <a href="https://www.news.com.au/finance/business/banking/comminsure-customers-to-be-refunded-more-than-12-million-after-major-lender-pleads-guilty/news-story/0ed4d25a002f8d4364f6390855e2fcb1">news.com.au</a> most of the 30,000 customers had already been refunded through its remediation program, and the repayments are due to be complete by the end of the year. Full refunds plus premiums paid and interest are being paid to customers whose policies lapsed within six months, while partial refunds are applied to customers whose policies were cancelled between six and 12 months. The bank will be sentenced at a later date and faces potential penalties of around $1.8 million.

Money & Banking

Aussies rush to claim refund before September 30 deadline

NSW drivers could be owed up to $120 which could be theirs almost instantly – but time is running out. The NSW Government is offering a refund scheme on compulsory third party (CTP) green slips for those residing or have their car registered in the state. If eligible, motorists can claim up to $120, but the deadline is quickly looming as you have till September 30. So far, the NSW Government have refunded close to $195 million to 3,234,862 policyholders. Speaking to <a rel="noopener" href="https://www.news.com.au/finance/money/costs/aussies-rush-to-claim-refund-before-september-30-deadline/news-story/c38defeccc35d58286701152e0d7e738" target="_blank">news.com.au</a>, NSW Minister for Customer Service Victor Dominello urged all those eligible to claim their money. “Vehicle owners have just one week left to claim their refund worth up to $120. Don’t miss out – check your eligibility and claim your money via Service NSW,” he said. “Any unclaimed money will go back to drivers through reduced Green Slips levies in January 2020. “The refund is a double win for drivers who are now paying $490 on average for their Green Slips – the most affordable since 2011.” In order to claim, you’ll need to make sure you have your bank details on hand as well as a MyServiceNSW account. For more information, visit <a rel="noopener" href="https://www.sira.nsw.gov.au/fraud-and-regulation/reforms/ctp-green-slip-reforms/green-slip-refunds" target="_blank">Green Slip refunds</a> at the State Insurance Regulatory Authority’s website.

Money & Banking

"Cold-hearted:" The hidden flaw in Jetstar's flight refund rule

A young woman has spoken out over Jetstar’s “cold-hearted” treatment after she and her terminally ill mother were forced to cancel flights due to a deteriorating illness. When 22-year-old Ashlee Brown booked a trip for her and her 57-year-old mother, Pauline, to the Gold Coast in May last year, they both understood it would be the last holiday they would have together. Pauline had been dealing with a rare form of liver cancer for the past year and after realising how quickly her health was declining, the mother-daughter duo both found solace in a girl’s getaway for some quality time together. Unfortunately, Pauline’s health deteriorated so much the girls were forced to cancel their flights. Ashlee said they notified the airline of the situation and provided a necessary doctor’s certificate to verify her mother’s condition with over 24 hours’ notice. The Browns were not offered a refund but instead were both given vouchers with a six-month expiry date, which disappointed the family, as Mrs Brown was likely to not fly again. “They are so strongly uncaring,” Ashlee said. Pauline sadly passed away in August, leaving the family distraught. The best friend of 22-year-old Ashlee, Jessica Carson, decided to hold the airline responsible for their “cold-hearted” treatment of the Brown family and left a scathing review on the Jetstar Official Facebook page. “I will NEVER fly with Jetstar again,” the post read. “My best friend and her mum booked a trip to the Gold Coast as her mum’s last holiday, as she was terminally ill with cancer.” After explaining the situation for the two women she scolded the airline for the hurt they caused to the family. “They wouldn’t refund any of the trip…They just ruthlessly give you the same answer, telling you their policies again and again… I heard the same thing 10 times from 10 different people,” Ms Carson wrote. “We are deeply hurt by the unfair and heartless treatment we have received by Jetstar. Let this be a warning to anyone using this company ever again.” <iframe src="https://www.facebook.com/plugins/post.php?href=https%3A%2F%2Fwww.facebook.com%2FJetstarAustralia%2Fposts%2F2187189567991416&width=500" width="500" height="273" style="border: none; overflow: hidden;" scrolling="no" frameborder="0" allowtransparency="true" allow="encrypted-media"></iframe> A Jetstar representative reignited anger amongst the social media comments by stating: “If you’ve purchased a Starter fare, you will be subject to change fees and fare difference to make any changes in your booking, under our fare rules,” part of the response read. “What a disgusting and insensitive reply Jetstar,” a user commented back. “Jetstar are rubbish.. what a horrible company no compassion whatsoever I'll never fly with them again let's start a petition,” another wrote. Do you think Jetstar’s refund rule is fair? Let us know in the comments below.

Travel Trouble

“Totally dumbstruck”: Passengers furious as budget airline’s refund cheques bounce

Budget airline Ryanair has been made to apologise to customers after compensation cheques were found to have bounced. Countless passengers were overcharged during a pilot strike period where flights were cancelled. Many customers have not yet reached a resolution after their cheques were rejected at banks around the UK as they had not been signed. One woman named Karen Joyce was left €20 ($A32) out of pocket after she was charged by her bank. Ms Joyce took to Facebook, writing: “I was totally dumbstruck. We were loyal Ryanair customers and for them to bounce the cheque as well I just thought was disgusting.” After being on the phone with Ryanair for 20 minutes in an attempt to resolve the situation, the customer services rep hung up on her. “Then he just put the phone down. I have not received anything from Ryanair,” she said. The strike caused major disruption as thousands of flights were forced to cancel. A spokesperson for Ryanair said: “Due to an admin error, a tiny number of cheques (less than 190 out of over 20,000 compensation cheques in July) were posted without a required signatory. “These cheques were reissued last week, and we apologise sincerely for this inconvenience which arose out of our desire to issue these compensation cheques quickly to our customers.” The UK Civil Aviation Authority has advised passengers to apply for compensation under EU law 261. Previously, Ryanair had said that they are not planning on compensating affected passengers over the strikes as they were “caused by extraordinary circumstances.” The budget airline told <a rel="noopener" href="https://www.thetimes.co.uk/article/ryanair-defies-watchdog-over-compensation-for-strike-chaos-gwlr5qqmk" target="_blank">The Times</a> that the unions were behaving “unreasonably.”

Travel Trouble

How to claim your green slip refund

The NSW government is expected to return a total of $300 million in green slip refunds to over 4 million eligible vehicle owners before September 30. The government is handing back refunds up to $120 due to reforms to the compulsory third party (CTP) insurance scheme that have reduced CTP premiums by up to $172 per year. In Australia, NSW motorists are paying more for their CTP insurance than any other state, with an average premium costing $710. “There is still millions of dollars left to be claimed,” Finance Minister Victor Dominello said. “Eligible motorists have until September 30 to pocket their refund through Service NSW, which is simple and easy. “The new CTP scheme is delivering a big win for motorists through lower premiums, greater protections for those injured on the road and refunds on premiums paid during 2017.” Refunds vary depending on the date of policy purchase, type of vehicle and the owner’s location. Motorcycle owners will not receive a refund but are expected to receive more benefits under the new scheme. How to claim your refund To clam your refund, go to the <a href="https://www.service.nsw.gov.au/transaction/claim-ctp-green-slip-refund" target="_blank">Service NSW website</a> and login into your MyServiceNSW account. If you don’t have an account, you can create one <a href="https://my.service.nsw.gov.au/MyServiceNSW/Register" target="_blank">here</a>. You can also claim your refund in-store or on the phone by calling 1300 287 733. The minimum refund amount is $10 and the maximum is $120. Each refund claim is subject to an administration fee of $7.87, which means you have to be eligible for $17.87 or more to get any money back. The refund will take up to 10 working days and will be transferred into your back account. If you don’t claim your refund by September 30, the money will go towards a reduction in the medical services levy next year. Have you received your refund yet? Let us know in the comments below.

Money & Banking

Good news for Allianz and Suncorp customers – $62.8 million to be refunded

Allianz Australia and Suncorp will refund customers a combined value of $62.8 million for selling add-on insurance premiums that had little to no value. Allianz will pay back $45.6 million to 68,000 customers, while Suncorp (providing policy by MTA Insurance) will refund $17.2 million to 41,428 customers. The Australian Securities and Investments Commission (ASIC) started an investigation due to concerns with Allianz Insurance add-ons being sold through car dealerships between December 1, 2010 and November 30, 2017. ASIC found that four Allianz add-on products were unbeneficial to customers: Motor Equity Insurance (MEI), Loan Protection Insurance (LPI), Tyre and Rim Insurance (TRI) and Warranty Insurance products. Suncorp’s sale of its MTA Guaranteed Asset Protection or GAP insurance between 2009 and 2017 were found to have duplicated cover provided by a driver’s comprehensive car insurance and sold at a price deemed too expensive. ASIC’s Acting Chair Peter Knell said the refunds are a warning to insurers to make sure their products add value to customers. "The refunds offered by Allianz, together with those from other insurers, make up one of the largest compensation programs achieved by ASIC, with over $120 million in refunds to consumers as a result of ASIC shining a spotlight on these poor consumer outcomes," said Knell. "Add-on insurance has been under the spotlight for some time now. Insurers should be taking active steps to ensure their customers are not being sold products that provide little or no value." Allianz and Suncorp follow Virginia Survey, QBE and Swann Insurance who have been caught by ASIC’s investigation into add-on insurance rip offs. In June, Virginia Survey was forced to refund $330,000, in August, QBE was ordered to refund $15.9 million and in December, Swann Insurance was told to refund $39 million. Allianz and MTA Insurance have started writing to affected customers.

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NO REFUNDS! Woolworths' genius new policy for panic-buyers

More than 150,000 Telstra customers entitled to refund

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Aussies rush to claim refund before September 30 deadline

"Cold-hearted:" The hidden flaw in Jetstar's flight refund rule

“Totally dumbstruck”: Passengers furious as budget airline’s refund cheques bounce

How to claim your green slip refund

Good news for Allianz and Suncorp customers – $62.8 million to be refunded

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