RCVS Website Crashed

Re: RCVS Website Crashed

Bob Russell — Thu, 03 Apr 2014 17:20:33 GMT

Who ordered a computer system that cannot differentiate between a credit and debit card? It must be the only system in the universe that cannot!

I would be asking for some of my money back!!

Re: RCVS Website Crashed

Lizzie Lockett — Thu, 03 Apr 2014 16:59:26 GMT

I'm right here, no need to shout! ;-)

The reason is that our current system does not identify which is a credit card and which is a debit card. So it can't apply a different fee to different sorts of cards. You can in fact pay by debit card but you also get charged the credit card fee. Which is just what most folk paying by debit card are trying to avoid. I know it's not ideal but that's where we are right now. We are looking to change it for the future.

And to answer the inevitable credit card fee question while I am here.. the reason this shows as an extra fee rather than being built into the retention fee is that our fees are set in regulations (approved annually by the Privy Council) and can't be increased for some people and not others. Many organisations just subsume credit card fees into the overall price, but we have to show it separately. I appreciate it's annoying, but we do get charged the extra fee and have to pass it on - otherwise everyone's fees would have to go up a bit instead, which would disadvantage those who pay in other ways.

I also hear that many practices say they don't get charged such a high rate for credit card payment processing and that we must be rubbish at negotiating. The truth of the matter is that although we get a lot of fees in during a six-week or so period each year, our overall use of the credit card payment system is relatively low, so we don't have huge bargaining power. Having said, that the fee has gone down in recent years.

I appreciate these might not be the answers you want, but it's the explanation.

Meanwhile, in addition to credit card, you can pay by direct debit (providing it's set up in time), cheque, bankers' draft, BACS.

cheers Lizzie

Re: RCVS Website Crashed

Anthony Todd — Thu, 03 Apr 2014 16:42:36 GMT

[quote user="robloxley"]If we are to be customers of the RCVS then this is the right customer service to get[/quote]

Be better allowing debit cards, WHY NOT LIZZIE?

Re: RCVS Website Crashed

Rob Loxley — Thu, 03 Apr 2014 16:37:51 GMT

[quote user="Lizzie Lockett"]Yep should be fine - I checked with Finance and they say they have refunded you £306.18. If you do find that's not worked for some reason, send me an email - l.lockett@rcvs.org.uk. The Coms team sits right by Finance so I can follow up![/quote]

If we are to be customers of the RCVS then this is the right customer service to get

Re: RCVS Website Crashed

Lizzie Lockett — Thu, 03 Apr 2014 12:08:58 GMT

Yep should be fine - I checked with Finance and they say they have refunded you £306.18. If you do find that's not worked for some reason, send me an email - l.lockett@rcvs.org.uk. The Coms team sits right by Finance so I can follow up!

Cheers

Lizzie

Re: RCVS Website Crashed

Anthony Dennison — Thu, 03 Apr 2014 12:05:55 GMT

Thanks for that Lizzie. I was going to ring the fees department regarding this, but will leave it with you if you're happy.

I'll check my credit card statement next week to ensure the second payment has been cancelled, and will be in touch directly if not.

Re: RCVS Website Crashed

Lizzie Lockett — Thu, 03 Apr 2014 11:58:14 GMT

Dear Anthony

Sorry to hear you had difficulty with your payment.

Internet payment happens immediately and fax payment usually takes a little longer to process.

I am sorry that the message to disregard your fax payment did not get through.

We will ensure your internet payment is cancelled so you do not have to pay the additional credit card fee.

Best wishes

Lizzie

Re: RCVS Website Crashed

Anthony Dennison — Thu, 03 Apr 2014 11:04:59 GMT

When the RCVS website was down I decided to fax my payment over late at night on 31/3. I rang the next morning to see if they had received it, and got told there was a big pile of them so they couldn't tell me as it would take a while to go through. I told the woman on the phone not to worry, as I could access online payment now and would do it there, and to forget about my faxed form, which she acknowledged.

I've since had two emails from the RCVS confirming payment, one for £298.87 (?!) and the other for £306.18 (CC fee). Sure enough checked my balance and they have taken it out twice. Do people not communicate there?! I know it's partially my fault but I did say (and repeated it for confirmation) to ignore the faxed payment sheet.

Re: RCVS Website Crashed

Mark Hedberg — Wed, 02 Apr 2014 21:37:25 GMT

[quote user="tess"]

I refused to enter them manually in case it all just went into the ether.

[/quote]

Manual worked fine the first time, then you just save the details on your online banking thingy. Worked fine except for one year I forgot that the price went from £294 to £299 and I was then sent a notice for £5 balance due! :p

Re: RCVS Website Crashed

tess — Wed, 02 Apr 2014 20:48:00 GMT

Another one here who can't understand why they won't take a debit card. I tried to pay by online banking but the automatic bank account search wouldn't recognise the bank account details. I refused to enter them manually in case it all just went into the ether.

I'm not paying the surcharge with CC, so I've sent mine snail mail with a cheque. Surely it costs more for someone to process that and pay it in??

Re: RCVS Website Crashed

Linda Filshie — Wed, 02 Apr 2014 11:07:06 GMT

I got a screen telling me there was a problem with sending my email confirmation/receipt. I phoned the next day, was put through to the finance dept and they confirmed without any faff that I was fully paid up and it was allocated to my record.

Re: RCVS Website Crashed

fluffygirl — Wed, 02 Apr 2014 00:03:22 GMT

No and it will take them a month to send a receipt for your fees.

Re: RCVS Website Crashed

Tanya Fielding — Tue, 01 Apr 2014 10:10:07 GMT

I confirmed my details and CPD on line couple of weeks ago but there was no screen to say it had been accepted. Has anyone else had anything different?

Re: RCVS Website Crashed

salome2001 — Mon, 31 Mar 2014 23:46:17 GMT

All the same, pretty bloody poor effort. Not to mention the fact that a granny selling a couple of knitted booties on ebay can accept a debit card payment, but the RCVS can't.

Re: RCVS Website Crashed

Sammy82 — Mon, 31 Mar 2014 20:39:14 GMT

It says on the website that they have extended the renewal deadline until 17th of april, so we can all relax and try again later :-)