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Messed up credit card payment - whose error? Please help - going round in circles
owlet
Posts: 1,510 Forumite
in Credit cards
Hi all,
This is a little long winded, sorry!
I paid my credit card in full on 10th Nov using my debit card on virgin's website, (payment due 12th) and then cancelled the direct debit (due to go out the next day) with my bank.
The virgin website was playing up as I was paying so I hit the confirm button again, a message appeared confirming the first attempted payment and asking if I was sure I wanted to pay again. Of course, I didn't want to pay twice so I logged out.
On the 12th Nov I noticed that there was no payment going from my bank account, so phoned virgin. Chappie said that the balance payment had not registered and to do it again, however the direct debit had gone through so my minimum payment had been made.
On 13th Nov I went onto the virgin site again and re-made the full balance payment.
On 14th Nov I saw that virgin:
1) credited my account by £25 (direct debit payment)
2) debited my account by £25 (returned direct debit payment)
3) charged me £12 late payment fee
4) charged me £12 returned direct debit fee
After firey discussions with virgin manager, they have refunded the late payment fee, but are refusing to credit the returned direct debit fee.
My argument was that if their website had been working correctly, it would have recognised that I had made the payment in full manually and the direct debit would not have tried to kick in for the minimum amount. They are maintaining that it it my fault for not having funds in my account (there were plenty in there).
Or did my bank pay the (cancelled) direct debit and then claw it back? I am not sure how it works. I think I may be covered by my bank under the direct debit guarantee, but my big prob is with virgin for messing up the first payment.
All I know is that I would like the £12 charges back from one of them and the late payment removed from my credit score (I presume it will be logged there).
I would be grateful for any help you can offer!
This is a little long winded, sorry!
I paid my credit card in full on 10th Nov using my debit card on virgin's website, (payment due 12th) and then cancelled the direct debit (due to go out the next day) with my bank.
The virgin website was playing up as I was paying so I hit the confirm button again, a message appeared confirming the first attempted payment and asking if I was sure I wanted to pay again. Of course, I didn't want to pay twice so I logged out.
On the 12th Nov I noticed that there was no payment going from my bank account, so phoned virgin. Chappie said that the balance payment had not registered and to do it again, however the direct debit had gone through so my minimum payment had been made.
On 13th Nov I went onto the virgin site again and re-made the full balance payment.
On 14th Nov I saw that virgin:
1) credited my account by £25 (direct debit payment)
2) debited my account by £25 (returned direct debit payment)
3) charged me £12 late payment fee
4) charged me £12 returned direct debit fee
After firey discussions with virgin manager, they have refunded the late payment fee, but are refusing to credit the returned direct debit fee.
My argument was that if their website had been working correctly, it would have recognised that I had made the payment in full manually and the direct debit would not have tried to kick in for the minimum amount. They are maintaining that it it my fault for not having funds in my account (there were plenty in there).
Or did my bank pay the (cancelled) direct debit and then claw it back? I am not sure how it works. I think I may be covered by my bank under the direct debit guarantee, but my big prob is with virgin for messing up the first payment.
All I know is that I would like the £12 charges back from one of them and the late payment removed from my credit score (I presume it will be logged there).
I would be grateful for any help you can offer!
SPC 8 (2015) #485 TOTAL: £334.65
SPC 9 (2016) #485 TOTAL £84
SPC 10 (2017) # 485 TOTAL: £464.80
SPC 11 (2018) #485
SPC 9 (2016) #485 TOTAL £84
SPC 10 (2017) # 485 TOTAL: £464.80
SPC 11 (2018) #485
0
Comments
-
The £12 failed DD charge is your own fault I'm afraid.
MBNA DD's are set in stone once your statement is produced, unless you cancel it with MBNA at least 5 working days before your payment due date...see the "Important: confirmation of the set up of your direct debit instruction" letter MBNA sent you.
It looks like you managed to notify your bank just in time for them to stop/recall the payment, and that's why you're being charged £12 by MBNA.
In my opinion, because MBNA have told you, via your statement and the aforementioned letter, that a payment of £25.00 would be collected on 12th November, the DD guarantee doesn't apply. And anyway, the payment wasn't made so there's nothing to claim!
I suggest you call the MBNA loyalty department on 0800 783 1116 and try to reason with them. Hopefully they'll offer some goodwill. Since it's obvious you don't know how it all works, your best bet is to exploit that and act confused and apologetic. Going in all guns blazing will get you nowhere, whereas the humble approach has been known to reap rewards going by previous posts on this board.
Good luck.
PS: And don't leave it so late next time to make a manual payment. Allowing only 2 days is taking it right to the wire and leaves little room for manoeuvre should you encounter a problem.0 -
Two things I would like to add to this.
Direct Debits are not very bright creatures. they will only ever try to tak what your statement says is your minimum payment. So if you pay off in full after your statement is printed it will still try to take the funds, it doesn't know any better. If you intend to pay off your balance deduct whatever your DD is set to take.
Secondly, as yorkshireboy says, asking politely is much more likely to get the result your after.0
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