Ashbourne Membership Management Services
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Appalling level of sense re membership switching
My son had a teenager membership which clearly stated must be 15,16 or 17. We received a letter beginning of month he was due to turn 18 to say it will increase to £55 and to click link and accept the new terms and direct debit. I did not accept so presumed the whole membership would cancel but for 4 months March to June they continued to take money out at £34.99 on a membership he was no longer entitled to use. I tried to resolve and have been advised I had to give 30 days notice but common sense would suggest that if they know he’s 18 and has a teenager membership that’s for 15,16 & 17’s only it would by virtue of his birthdate and the fact they triggered the new membership and fee letter mean that that membership should cease on his 18th birthday. Unfortunately it appears this was for me to cancel and give 30 days notice so we have inadvertently paid £140 unnecessarily for a membership he actually wasn’t entitled to use from his 18th birthday. No attempt was made to follow up on the revised letter or to write to tell me my son is not allowed to continue under the teenager agreement but the happily continued to take payments out which I’ve just spotted. I suspect the next letter would have come January 2026 in increasing the membership he is too old to use meaning we would have paid £300 for a contract and a membership my son was not entitled to be using (or you would think me continuing to pay). On a positive they cancelled and membership and waved the 30 days notice 😂 - but actually have had £140 for March, April, May and June when he was too old and not entitled to use the membership. The fact you can’t talk to anyone and just use WhatsApp has left a bitter taste and an poor experience of how it’s all my fault for not cancelling - which I thought I had by not agreeing to the new terms relating to my sons age! Poor form to not look to refund even half the payments back as a gesture of goodwill!