My mother booked my step-father into respite nursing home care for a 6 week period of time. Payment was required in advance. She was provided with an invoice for the whole 6 week period, and after checking that it was ok, paid the whole amount in person by cheque on the day she took him in for admission. All went reasonably well.
Three weeks after his stay had ended, she received an invoice from the same nursing home for a slightly larger amount than what she originally paid. She called them and asked what the invoice was for, and was advised that it was for the total cost of his stay. She told them that she had paid in full at the time he was admitted, and pointed out that the two amounts were different. They told her that the daily accommodation rate had increased slightly during his stay there, and the original invoice did not factor in the increase, and that $23.10 was the total difference. She got cross and told them that she would not pay the difference – it was an error on their part and they should absorb the cost. I am not sure how the conversation ended at that stage.
Two weeks later she received another invoice that showed the second slightly larger amount in the first line, and in the second line the amount she had paid with the date of payment correctly displayed, leaving a residual amount of $23.10 still to pay. Now she is very cross and has asked me for advice.
I would have thought that given that she paid on the quoted amount at the required time, and that the service was delivered and complete, that is the end of the transaction. They shouldn’t be able to come back three weeks after the end of the transaction and ask for more money due to a mistake on their end? I have looked through the ACCC site and tried searching for a consumer law relating to this, and whilst the laws are pretty clear for goods, it is less clear for services. Does anyone have any advice or links?