We are extremely disappointed with our experience using Pebble as the payment provider for Soccer Stars (Cheshire & North Wales – West Kirby).
We cancelled our son’s membership in mid-January and received written confirmation on 23rd January from the coach that the subscription was cancelled and no further payments would be taken.
Despite this, £32 was taken from our account on 1st February, and a further payment is scheduled for March within Pebble’s platform. The service provider has gone radio silent and isn't responding to email or phone to resolve this.
When we contacted Pebble for support, we were told they are “we don't support parents” because bookings are controlled and managed by the service provider. In other words, although Pebble processes and facilitates the payments, they take no responsibility when something clearly goes wrong.
As a parent, this is extremely frustrating. From a customer perspective, Pebble is the platform taking the money. Yet when an error occurs even after written cancellation confirmation they simply redirect you back to the provider and refuse to intervene.
A platform facilitating payments should have appropriate consumer safeguards in place, especially when handling recurring payments for children’s activities. The inability (or unwillingness) to suspend a disputed recurring payment leaves customers exposed and without any support.
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