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holloway
01 Jun 13 17:32
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Date Joined: 09 Oct 03
| Topic/replies: 25 | Blogger: holloway's blog
I placed a bet on ruler of the world today over the phone, £150 at 9/1 the operator went via traders like they normally do with me, and confirmed it was on with me and even wished me good luck, I phoned up an hour after the race to confirm my returns as I usually do, to be told no bet has been struck today but there was a phone call off me at 9.05 this morning and it says on there system it was a general horse enquiry, phoned customer services and been told they should get back to me within 72 hours to let me know the outcome, I don't remember the operator asking for my cv2 number off my card, anyone got any clues where I stand here, because to me the bet was on and I can only put it down to operator error, how do hills normally treat their customers.

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Replies: 53
By:
elisjohn
When: 01 Jun 13 17:37
I cant see how its on if you don't think you've given your cv2 number, unless you already had funds in the acct. but they definetly can listen to the call again. have ypu checked your bank to see if 150 was taken out,
By:
holloway
When: 01 Jun 13 17:42
I never check straight away if the funds have come out, I just assumed the bet was on and thought nothing of it until I clarified my returns as usual, surely it's operator error if they've said the bets on but not taken the funds.
By:
steview84
When: 01 Jun 13 17:44
the call will be recorded, call back and don't let them hang up on you until they admit the calls are recorded and you have a manager listen to it.  if william hill told you the bet was struck they are liable to pay out.
By:
holloway
When: 01 Jun 13 17:47
They've already admitted I made the call at 9.05, but said it takes 72 hours approx to go through the process, I asked to speak to someone more senior but was refused.
By:
elisjohn
When: 01 Jun 13 17:49
I did have a call listened to again with lads I think it was, wasn't so much money as yours involved, but they did check the call and admitted their error and paid out, good luck nothing worse than thinking you've won , and nowt in the acct
By:
steview84
When: 01 Jun 13 17:50

Jun 1, 2013 -- 12:47PM, holloway wrote:


They've already admitted I made the call at 9.05, but said it takes 72 hours approx to go through the process, I asked to speak to someone more senior but was refused.


call back and tell them your not going until you've spoken to somebody senior.  they can pull the call up in seconds, they've admitted they know the exact time.

By:
elisjohn
When: 01 Jun 13 17:50
insist on speaking to manager etc, and my dispute was sorted more or less immediatly
By:
BigRod
When: 01 Jun 13 17:51
Used to work in the dept. Bet will be fine and you will be paid out. Just let em get back to you playa...
By:
holloway
When: 01 Jun 13 17:51
Cheers ellsjohn, just hope they listen to the phone call and do the right thing.
By:
elisjohn
When: 01 Jun 13 17:52
let us know
By:
holloway
When: 01 Jun 13 17:58
Yes no problem I'll let you know the outcome when it's sorted.
By:
elisjohn
When: 03 Jun 13 11:05
any update
By:
unitedbiscuits
When: 03 Jun 13 12:03
Insist they play you the recording of the phone call. Good luck.
By:
BARROWBOY
When: 03 Jun 13 12:07
Best of luck with that,holloway,wh customer services are dire.recently had an underpayment from a price id taken when they paid me sp.i fired 3 emails on consecutive days,never got a reply not even a confirmation of receipt to say theyd look into it.took another 2 phone calls before a/c was grudgingly amended.
By:
jerseyboy
When: 03 Jun 13 12:11
had a problem months ago with a completely useless telephone operator,would not entertain my query, so after having an a/c with them for app 30 years decided no more, not bet with them since or ever again.  their loss.
By:
katverrat
When: 03 Jun 13 12:37
would never bet with any of them unless I have the conv. recorded at my end - unscrupulous companies play by unscrupulous means - a simple phone recording kit would cost approx £25 - not much in relation to the ops returns - then if the case had to go to IBAS, Id want my recording, as I wouldnt trust theirs. Hope you get paid out
By:
Graham55
When: 03 Jun 13 12:42
Twitter is the way forward here - let me know if you need help
By:
Nige down south
When: 03 Jun 13 12:59
WH - well there is a surprise - not!!!

Had a run in with them last year over an underpayment of a bet. I was told on 3 different occasions by customer services that they were right and I was wrong. Even after I quoted the T&C's on the website they still would not budge.

Eventually after saying I was going to small claims they finally admitted they were in the wrong and the bet was re settled correctly - a hell of a lot of hassle that would of been avoided if their customer service staff were properly trained and the person settling the bets understood their own rules on bet settling.

Don't let it lie would be my advice in this matter.
By:
private bob
When: 03 Jun 13 13:10
w1lliam hill's = a bucket of chite,fact.
By:
holloway
When: 03 Jun 13 16:49
I've phoned them about 5 times since Saturday but still haven't been informed by anyone if they are going to pay me out or not, just keep getting customer services in Gibraltar, the last time I phoned was at 4.30 today and was told my call had been listened to and they will be in touch within 76 hours, that's actually all they've said to me every time since Saturday, even though I've insisted this is for quite a lot of money and I could do with it dealing with straight away, I have been betting over the phone for around 14 years now and this is the first time anything like this has ever happened to me, I'm very disappointed the way this has been dealt with by hills making me wait so long as it only takes a few minutes to listen to a phone call and I am 100% sure my bet was laid by them but now fear they are not going to pay out.
By:
elisjohn
When: 03 Jun 13 22:26
is this true, already been 48 hours  and they say they've listened and will report in another 76 hours , 5 days to confirm a phone call, absolutely pathetic
By:
holloway
When: 04 Jun 13 05:58
Sorry my bad wording they said 76 hours approx from when I originally reported it, so I should have an answer by 5pm today, but I'm not even confident they'll bother to contact me.
By:
San Quentin
When: 04 Jun 13 06:47
have you checked your bank dtais yet?If Said horse had got beat would you have phoned up and told them they had not taken the money for a losing bet?
By:
San Quentin
When: 04 Jun 13 06:47
details^
By:
hardestgame
When: 04 Jun 13 17:21
any up date
By:
Senyatta
When: 04 Jun 13 17:33
in all fairness if they told him the bet was placed they have to pay him out.as long as they dont "lose" the recording.have heard a lot of stories with them recently.accounts being hacked and funds lost in their casino.have not bet with them since myself
By:
BARROWBOY
When: 04 Jun 13 17:42
WH just seem to have no one willing or able to take a decision,my last problem took a week to sortout,had a similar problem with the irish bookie they rang me back within half hour sorted immediately.
By:
doodlebug
When: 04 Jun 13 17:56
Holloway, I wrote a betting column read by 15000 punters. I'd be interested in highlighting your case and bringing it to the attention of a wider audience. Let me know how you get on... We publish on Thursdays....
By:
holloway
When: 04 Jun 13 18:04
Hills admitted it was their mistake and have paid me, so fair play to them but I had to phone them up twice again today and they didn't get back to me until 3.30 today to confirm it, so it's taken a full 3 days to listen to the call and get back to me, which in my opinion isn't good customer service and has caused me a lot of stress.
By:
elisjohn
When: 04 Jun 13 18:05
great result Holloway, I was certain you wouldn't get paid
By:
mange
When: 04 Jun 13 18:05
Just a pint for me..............
By:
the dealer
When: 04 Jun 13 18:08
did they not say it would take 72hours in the first place. does seem rather a long time though and not particulary good customer service but maybe there is a reason behind it.

good result in the end
By:
Nige down south
When: 04 Jun 13 18:10
Same result as for me - only issue was you had to hassle and hassle them - Convinced half the time they are hoping the punter will give up which is appalling!
By:
holloway
When: 04 Jun 13 18:12
Yes I didn't think they were going to pay me to be honest, but in the end it almost feels I've won twice lol, maybe it was the power of the betfair forum that did the trick in the end, I very rarely post on here neither.
By:
posy
When: 04 Jun 13 18:16
Holloway...just for the record did your stake of £150 go through your bank account ?
By:
the dealer
When: 04 Jun 13 18:17

Jun 4, 2013 -- 1:16PM, posy wrote:


Holloway...just for the record did your stake of £150 go through your bank account ?


and maybe thats why they need a 72 hour turnover

By:
mange
When: 04 Jun 13 18:18
W.D. M8   G.L.
By:
holloway
When: 04 Jun 13 18:19
No the £150 didn't go through my account as the operator didn't take payment off me, but they insisted on taking the £150 off me today before they paid me the full £1500 back.
By:
insideinfo
When: 04 Jun 13 18:27
i wudnt say fair play to hills by any means holloway,you have only been given what you were due all along after a lengthly delay..and it seems they had a last throw of the dice for an excuse not to pay you by insisting on taking the £150 stake out!! like what was the point in this i wonder???? ill tell you what,if for any reason you happened not to have £150 in your bank account today the clowns probably would have told you your bet would have been declined anyway so didnt stand!
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