7 News spoke to Ashy Bines customer Michelle Denham, who says she had to threaten legal action to have her complaint looked into. "Payments started coming out of my account and I was curious to why because it was a one-off payment so contacted them via email several times and never heard back," she says. "I then wrote on their Facebook page and I was told the questions I was asking were inappropriate on their page and was blocked by them."
News.com.au reports that they have been contacted by eight Ashy Bines customers complaining of unauthorised bank deductions.
An Ashy Bines representative says the complaints reflect “a very small percentage” of their customers.
“Out of the hundreds of thousands of happy and long term customers, sometimes the loudest are a very small percentage that may not be happy with the service or those that have not read the Terms and Conditions when signing up/purchasing,” they say.
“Our T and Cs are clearly laid out and accessible on the appropriate website and in the Apple and Android App stores. A number of the concerns raised seem to be centred around misinformation without all of the facts of each individual customer/purchase,” their statement continues.
“As a business, our number one focus is giving our clients a positive experience. Our strong community is built from repeat customers. Our intention is to always build our community and provide customers with the best possible service.”
This article originally appeared on Marie Claire.