Direct Debit mess up!

Swans1912

Hi everyone,

AMEX took out a £750 direct debit today that they admit is an error on their part. I did have £500 in my account (plus £200 overdraft) so the direct debit took me over my over draft by £50.

I spoke to Abbey who increased my Overdraft to £500 so I had a little money incase of bills and I needed cash. Abbey also told me that I had to wait 48 WORKING HOURS for the money to come back into my account. They also said I could try asking AMEX to send a CHAPS payment of £750 but they didn't have to.

AMEX weren't to helpful, to my surprise, and they told me that the direct debit guarantee is with Abbey and they couldn't do anything.

I then called BACS Direct who were fantastic and said it is 100% Abbey who should refund my money right away!

So i spoke to Abbey and pushed and pushed for my "full and immediate refund" and it then went from 48 WORKING HOURS too by 5PM today.

It is now 19:49 and I'm still £250 overdrawn and I am very unhappy!

Where do I stand, I just want my money back?!

brightonman123

make sure amex refund any charges you incur, and get them to write to your bank conirming their error, credit history should not be affected etc..

to be really sure, canel the manadate when the money is sorted, and pay direct yourself next time!

Crinz

it is possible the refund has been done but since the payment has to be backdated it takes overnight to show up. Check statemtent tomorrow and it should show as going in today.

YorkshireBoy

iKennett wrote: »

It is now 19:49 and I'm still £250 overdrawn and I am very unhappy!

If it's anything like A&L, then telephone banking balances are more up to date than internet banking balances.

Maybe their telephone support will have a more accurate picture?

Swans1912

I have checked on the phone but same balance.

Has anyone else had this before? I'm really annoyed with both AMEX and ABBEY but even more so with Abbey. I had to really fight for the refund today and not wait the 48 working hours! That is if I get it anytime soon!

simongregson

If there is an error with a direct debit payment, you are entitled to an immediate refund from your bank. They will then reclaim the money from american express. Ask your bank for a refund and quite the 'direct debit guarantee' They will know what it is but will often try to fob customers off rather than sort out the problem

The Direct Debit Guarantee (bacs website)

• If the amounts to be paid or the payment dates change, the organisation collecting the payment will notify you normally 10 working days in advance of your account being debited or as otherwise agreed
• If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid
• You can cancel a Direct Debit at any time by contacting your bank or building society. We also recommend you notify the organisation concerned.

Crinz

'from your branch'

obviously needs to be a day your branch is open. doesnt seem like it can be done by telephone banking or online.

Swans1912

simongregson wrote: »

If there is an error with a direct debit payment, you are entitled to an immediate refund from your bank. They will then reclaim the money from american express. Ask your bank for a refund and quite the 'direct debit guarantee' They will know what it is but will often try to fob customers off rather than sort out the problem

The Direct Debit Guarantee (bacs website)

• If the amounts to be paid or the payment dates change, the organisation collecting the payment will notify you normally 10 working days in advance of your account being debited or as otherwise agreed
• If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid
• You can cancel a Direct Debit at any time by contacting your bank or building society. We also recommend you notify the organisation concerned.

Simon,
I phone BACS Direct in the end because I wasn't getting anywhere with Abbey or AMEX. BACS also state that it is Abbey who should give me my money and so far they haven't!

I checked the account this morning and still nothing!

I pay it around £3000 per month into the account so I feel taking my money else where is the best way to show them how PO i am!

Cranston_2

Try and speak to someone higher up the ladder at Abbey - their response is shameful.

JohalaReewi

iKennett wrote: »

Hi everyone,

AMEX took out a £750 direct debit today that they admit is an error on their part. I did have £500 in my account (plus £200 overdraft) so the direct debit took me over my over draft by £50.

I spoke to Abbey who increased my Overdraft to £500 so I had a little money incase of bills and I needed cash. Abbey also told me that I had to wait 48 WORKING HOURS for the money to come back into my account. They also said I could try asking AMEX to send a CHAPS payment of £750 but they didn't have to.

AMEX weren't to helpful, to my surprise, and they told me that the direct debit guarantee is with Abbey and they couldn't do anything.

I then called BACS Direct who were fantastic and said it is 100% Abbey who should refund my money right away!

So i spoke to Abbey and pushed and pushed for my "full and immediate refund" and it then went from 48 WORKING HOURS too by 5PM today.

It is now 19:49 and I'm still £250 overdrawn and I am very unhappy!

Where do I stand, I just want my money back?!

Basically Abbey should have given you a full and immediate refund of the amount Amex took. This is done under the Direct Debit Guarantee Scheme. You can do this over the phone - no need to visit your branch. What the Guarantee Scheme doesn't cover however, is the charges incurred by the incorrect direct debit (eg, overdraft interest, fees, etc.). What you have to do with these is to get a statement of the charges incurred and then claim this from Amex.

If Abbey still haven't given you a full and immediate refund under the DD Guarantee scheme, you will have to lodge a complaint via the Abbey's complaints procedure. Then if this fails to work, you can report them to the banking ombudsman.

Swans1912

Hi All,

Quick update: Abbey put the money in today however messed up yet again, then paid it in twice!

I've spoken to them and been told it will get taken out automatically in the next couple of days!

They (Abbey) have offered me £50 as a gesture of goodwill which I accepted.

AMEX have offered £10 which I declined... asked for more basically.. but they will pay any overdraft fees too!