0:03
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If you're currently broken down, please press 1.
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please listen carefully to the following five options before making your selection.
1:00
to attend your vehicle or are calling regarding an existing breakdown press 1 to renew or to make
1:08
an inquiry about your uk breakdown membership press 2 to get a quote or to take out uk or
1:15
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1:45
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as soon as they're free press 1 now and we'll send you a message to start the conversation
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Okay, let me take a few details from you.
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Please enter your 16-digit membership number.
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If you don't have it, press hash.
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2:37
If you're the main member on your AA membership, press 1.
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Otherwise, press 2.
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2:54
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3:02
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3:09
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Press 1 to confirm your vehicle or vehicles meet these requirements, or 2 if you would like to ask us a question about any of the information you have heard, or 3 to hear this message again.
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4:00
transfer you now. Due to the number of calls currently queuing, you could be on hold for
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and your call is held in a queue. However, please continue to hold and we'll answer your call as
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soon as possible. The AA is the UK's largest breakdown organisation, with more patrols and
4:50
fixing more breakdowns at the roadside than anyone else.
5:16
member you're entitled to a range of exclusive benefits from aa rewards which includes money
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can't buy events and offers visit theaa.com for more details at the aa we're committed to
5:38
constantly improving our service to members and the aa now offers a range of other products to
5:43
assist members in breakdown situations
6:08
We offer parts and garage cover, which can provide up to £535 towards the cost of repairs and labour after your vehicle breaks down.
6:17
Fuel assist to help with costly mis-fuelling.
6:20
Battery assist for replacement batteries.
6:23
Key assist, a simple way to replace any lost, stolen or broken vehicle keys.
6:29
For more details, ask your customer service advisor or visit theaa.com.
6:36
The AA is the UK's largest breakdown organisation, with more patrols and fixing more breakdowns at the roadside than anyone else.
7:07
As an AA member, you're entitled to a range of exclusive benefits from AA Rewards,
7:12
which includes money-can't-buy events and offers.
7:16
Visit theaa.com for more details.
7:19
At the AA, we're committed to constantly improving our service to members,
7:31
and the AA now offers a range of other products to assist members in breakdown situations.
7:37
We offer parts and gathers.
8:00
which can provide up to £535 towards the cost of repairs and labour after your vehicle breaks down.
8:08
Fuel Assist, to help with costly mis-fuelling.
8:11
Battery Assist, for replacement batteries.
8:14
Key Assist, a simple way to replace any lost, stolen or broken vehicle keys.
8:20
For more details, ask your customer service advisor or visit theaa.com.
8:27
The AA is the UK's largest breakdown organisation,
8:31
with more patrols and fixing more breakdowns at the roadside than anyone else.
8:36
As an AA member, you're entitled to...
9:00
to a range of exclusive benefits from AA Rewards,
9:03
which includes money-can't-buy events and offers.
9:07
Visit theaa.com for more details.
9:18
At the AA, we're committed to constantly improving our service to members,
9:23
and the AA now offers a range of other products
9:25
to assist members in breakdown situations.
9:29
We offer Parts and Garage Cover,
9:52
which can provide up to £535 towards the cost of repairs and labour
9:57
after your vehicle breaks down.
10:00
assist to help with costly misfueling. Battery assist for replacement batteries. Key assist,
10:06
a simple way to replace any lost, stolen, or broken vehicle keys. For more details,
10:12
ask your customer service advisor or visit theaa.com.
10:18
The AA is the UK's largest breakdown organization, with more patrols and fixing more breakdowns at
10:25
the roadside than anyone else. As an AA member, you're entitled to a range of exclusive benefits
10:53
from AA Rewards, which includes money-can't-buy events and offers. Visit theaa.com.
11:00
for more details at the AA we're committed to constantly improving our
11:13
service to members and the AA now offers a range of other products to assist
11:17
members in breakdown situations we offer parts and garage cover which can provide
11:44
up to 535 pounds towards the cost of repairs and labor after your vehicle
11:50
breaks down fuel assist to help with costly miss fueling battery assist for
11:55
replacement batteries key assist a simple way to replace any loss
12:00
stolen or broken vehicle keys for more details ask your customer service advisor or visit
12:06
theaa.com theaa is the uk's largest breakdown organization with more patrols and fixing more
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breakdowns at the roadside than anyone else good morning speaking to phillian how can i help
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this message has been transcribed one moment while i notify the caller
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hello hello there you're speaking to phillian at theaa membership services how can i help
12:52
hi there i'm not quite sure which department i need for this uh what is my partner's car we call
13:00
The troll came and he's test driven into a bus lane and we've received it fine.
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We tried to appear to the councillor.
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I'm not sure who I can speak to about the AA about this.
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That's where it could be came from.
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Yeah, that's no problem.
13:19
So you had a breakdown and you just need a proof that you broke down for a parking ticket.
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It's not parking, no.
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We bought all the proof.
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It's a bus lane fine.
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The patrol took you for a drive around the block to check the brakes.
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And when he did, he turned right for a bus lane.
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That's not allowed.
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We received the fine.
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We've sent proof to the council.
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And they've said, they acknowledged that the AA was driving.
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But the fine remains nonetheless because it still happened.
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So it's a bit different to a parking one.
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That's it.
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Understood.
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And he just came.
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Confirm.
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So was it yourself that was driving?
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No, it was the patrol that was driving.
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Sorry.
14:08
Who was breaking down?
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I do apologise.
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It was my partner, that's why.
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Okay, and what's her name?
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Demante Cavalier-Skite.
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Thank you.
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And I've got the vehicle registration number here.
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Delta Echo 1219.
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And I can go to the job number and everything.
14:36
Yeah, I've got the details here as well.
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Just go with me one second.
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7-7-5.
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The 7th of July.
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And it broke down on 21 Brewery.
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Yeah, that's the one.
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Brewery North, yeah.
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Thank you.
15:15
Driven through by patrol when testing the vehicle.
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No problem.
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Thank you.
16:18
So a member has received a bus lane fine.
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A vehicle was driven through by a patrol when testing the vehicle.
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We have appealed it to the council and they've rejected it.
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So it's fair enough that AA was driving, but still, it has to be paid.
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And how much is it, please?
16:52
It's £35, which is paid by the 13th of August.
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the 10th of August
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14 days after the
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27th was postage time
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I'm not sure what part of the account is
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otherwise
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it's 70
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otherwise it's £70
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if it's not there by the
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you can pay the discounted charge
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for 14 days from the date of the letter
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being served
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the date on the letter is the 27th of July
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so we probably got it on the 29th
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so by rights I'd say
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the 13th would be the deadline
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but we say it's maybe
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the 13th of August
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yeah
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or it would be £70 if not
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yeah
18:08
It's very harsh.
18:11
Yes, and we wanted to get this resolved.
18:13
I acknowledge that the AA was driving, and then they say,
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unfortunately, that's not grounds to reject, to dismiss him.
18:21
Okay, I do apologise about that.
18:24
No, no, no.
18:25
So this is, I'm testing the vehicle, I'm testing the vehicle.
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Vehicle, this has been appealed, but the council has declined to be paid.
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It's £35 if paid by the 13th of August, if not, it's £70.
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So if we've done you a check, it can take up to 21 days to be received.
19:00
Okay. It's not a problem. I'll pay the £35 then.
19:06
Okay. So you accept the £35 check?
19:10
Yeah, it's fine. I'll pay the £35 and raise the check. It's not a problem.
19:15
Okay. That's perfect. Thank you so much for your understanding.
19:18
It's all right.
19:19
I'm just going to see if I can pop this through now. Bear with me.
19:29
You don't need any proof or pictures of them? I mean, the letters from the council or anything?
19:37
No.
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No? We shouldn't need that. Just bear with me one second.
19:42
It just strikes me anybody could ring up and say I've got a pension fine or a bus plan fine and you would pay out without checking if it's true.
19:53
Yeah, well, you can email it in. I can give you an email address.
19:57
I mean, I don't mind. From my point of view, I just think...
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So I thought it's too easy.
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Let's have a look.
20:08
Well, I'll put this through as a goodwill gesture.
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If I'm able to do that, just bear with me.
20:14
I'm just going to say fine.
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Okay, I just need to fill out this flex form, and then we'll do your refund.
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I'm just going to pop you in a brief hold.
21:13
It won't be a moment.
21:14
That's fine.
21:14
Don't worry.
21:15
Thank you.
22:00
Thank you.
24:00
Thank you.
26:33
much for waiting um so i'm going to put through that um feedback form um about the bus main
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so it will just go towards our superiors to improve our services so you won't hear anything
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about the outcome but thank you for letting us know and we'll also give you a 35 pound
27:02
check. So you should receive that within
27:05
three to five, sorry, within 21
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days by post. It will go to the home address. Can you just confirm the home
27:12
address, please? Hello? Hello, sorry, sorry.
27:27
I didn't realize the phone was on mute. It's 41A
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Lordham, Scales, Dinnington, S25 to QE.
27:35
Brilliant. Yeah, so you should receive that within 21 days.
27:42
So I do
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apologize about that. No, not at all. I really didn't
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want to make a complaint. I have no complaint towards the AA whatsoever.
27:52
It's very unreasonable of the council and I wouldn't want the patrol
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to be in trouble for it or anything like that.
28:00
But I suppose that's how it worked.
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Okay, just bear with me.
28:06
So you can say that anything above needs to be the person that's second.
28:22
So Pfizer now.
28:33
And you said that the...
29:00
It's the fine, it's 35 or 30, sorry.
29:06
35.
29:08
It's 35.
29:09
Sorry.
29:10
I just need my supervisor.
29:27
Sorry about that, thank you.
29:29
What's this one?
29:30
No, not at all.
29:32
It just seems unfair to me.
29:34
Anybody should be in trouble for this.
29:40
Yeah.
29:40
It wasn't my bad manoeuvre.
30:21
I'm going to say sorry for my silence. I'm still here.
30:24
No, not at all. Not at all.
31:04
Okay, I'm so sorry. I'm going to have to put you in another hole. Just bear with me.
31:08
That's fine.
31:09
Thank you.
33:24
so much for waiting that's fine hello so that's um being sent out to you so you should receive
33:29
that check within 21 days thank you very much you're welcome thanks so much for calling take
33:38
care no worries thanks bye-bye thank you bye-bye