This week Council received a memo providing an update on recreation members’ scheduled payments. As you may be aware, charges to monthly membership clients have been suspended since March 17, 2020 while facilities were closed due to COVID-19.
An error in payment processing occurred on August 4, which resulted in those monthly payments being charged on the membership clients’ credit cards. These clients would notice four charges on their credit card dated August 4, 2020 for the months of April, May, June and July.
These charges have affected approximately 2,000 clients. All affected clients will automatically receive refunds directly to their credit cards. To process the refunds, clients must be withdrawn from their memberships. Staff at any recreation facility will be able to assist clients in reactivating their membership and answering any additional questions. 3-1-1 and our Customer Service Representatives have been advised of the situation so they can respond to client inquiries. An email has been sent to affected clients whose email address we have on file, apologizing for the error and informing them of next steps.