I cannot talk about individual cases here, to give you some context we clearly state the payment terms and how the pre authorisation works in the FAQs Pre-Auth
As a business we need to ensure that all adhere to this. A member of the CS team manually chases this with all individuals at least twice from day 7 to day 3, to encourage payment and ensure we make every endeavour to allow the member to make payment.
We do value all members regardless of length of service but as a business we cannot allow cars to be out there with no payment, as this is a risk to our members, others and the business. We therefore have a dedicated team member looking after this and this team will grow as the member base grows. I appreciate members move money to cover the payment into their dedicated accounts, however this is a regular cadence and therefore it is the responsibility of the member to ensure the money is available for us to meet the above pre auth process.
We need a minimum of 3 days notice to get a collection booked and there have been instances where after day 3 when a collection is booked we have been asked to cancel this as members can pay, the process is when a booking is made to collect the car becomes available to book in the future and in most instances the cars are already booked so we are unable to reverse the booking.
I hope this helps clarify and are looking at individual requests when the collection gets booked, but we would ask members to try to avoid getting to this stage as the risk when the car is booked in on being to reverse this is high.