Making good
Correcting our mistakes
Mistakes happen, and when they do, we want to do the best for our customers by fixing them fast. Some of our humm®90 Platinum Mastercard® customers, both previous and current have recently been affected by a small number of mistakes occurring in our system. These have been corrected and we now need to make a payment to these customers to make good. Here’s some general information about what to expect if you’ve been affected.
How we're making good
Firstly, we apologise if you’ve been affected by any mistakes we’ve made with your humm90 Platinum Mastercard account.
That’s why we’ll do everything we can to make good on those mistakes, fairly and fast. At our end, please be assured also that we’re learning from what’s happened to reduce the risk of errors like these happening again.
Our promise is to:
- Make sure we have fixed the mistake and the underlying problem to stop more customers being affected.
- Contact you if you’ve been affected to let you know what’s going on, usually by mail or email.
- Explain the mistake clearly.
- Refund any money we owe you quickly.
Will I be contacted if I’m owed a refund?
Yes! You’ll get a letter or email and sometimes, a follow-up phone call or SMS too, especially where we need more information in order to make a payment to your account.
