HELP! I have been charged a direct debit I know nothing about...how do i get it back?

Hulkwarriors

Hi, Im aware of this company as i used to work for them. I can assure the setup is legal as it is actually put in place as Part of the T&Cs of the mobile phone purchase.

The cancellations themselves are relatively easy to do as all you need to do is contact them on 08444 994 600 and ask for your account to be cancelled.

If a payment has been taken then you are covered by the direct debit guarantee and can get this back through your Bank or Building society but if you mention this on the phone they will be bale to get it cancelled and refunded ASAP and that will stop the direct debit being re-instated again.

Its not as sinister as everyone thinks and is actually a decent support service. The covert nature of it is mainly done by the Phone Stores (e2save, Dialaphone etc) as they get a part of the profit for the signup.

Hopefully this will help.

Cheers

hoysin

I noticed the same DD today. After reading this forum I called to ask for a refund. The customer service advisor was extremely rude; he told me they were not an insurance company but a technical support service. I requested a refund, he told me he would refund it minus £5 for an admin charge!! They had my details from when I ordered a mobile phone from mobiles.co.uk. I didn't even keep the phone but by ordering it online, I apparently automatically signed a contract with this company.

natweststaffmember

hoysin wrote: »

I noticed the same DD today. After reading this forum I called to ask for a refund. The customer service advisor was extremely rude; he told me they were not an insurance company but a technical support service. I requested a refund, he told me he would refund it minus £5 for an admin charge!! They had my details from when I ordered a mobile phone from mobiles.co.uk. I didn't even keep the phone but by ordering it online, I apparently automatically signed a contract with this company.

Did you cancel the Direct Debit or insurance prior to any cut off point?
If you did then you can ask the bank to refund it under the Direct Debit Guarantee Scheme. I would if they do take off any fees make a complaint with regards to any admin fee as it is unlikely to be legally enforceable.

thatboyjoe011

Having just spoken to "TMT1" they tell me this is a standard thing that comes with most phones and laptops ect... This is very annoying, I never asked for this and nor do I want it! Phonecare, another thing that comes with phones at least had the decency to enclose a letter in with the phone telling me how to cancel. However "TMT1" don’t, the first I ever heard from them was when money went missing from MY account. Apparently there is nothing that can be done to get my money back! How is this fair or legal!?!

kirsty181

Ive just had the same done to me. Charged £17.94 for something I didnt know about. Didnt even get a letter with the phone. I have called up and cancelled and removed my DD. Lady I spoke to said thats payment for 6 months so just make sure in 6 months u are charged again. How can they do this. Will def make me order my phone in store in future so you know excactly what you are getting.

natweststaffmember

kirsty181 wrote: »

Ive just had the same done to me. Charged £17.94 for something I didnt know about. Didnt even get a letter with the phone. I have called up and cancelled and removed my DD. Lady I spoke to said thats payment for 6 months so just make sure in 6 months u are charged again. How can they do this. Will def make me order my phone in store in future so you know excactly what you are getting.

What EXACTLY is it for?
Is it mobile phone insurance?

nickfal

These people are a joke, the idea that is easily cancelled is a joke too. I called them to cancel the DD and have my payment refunded, girl was perfectly nice and I got a letter confirming cancellation but no refund. Called them again and they said a refund had never been authorised and that I would have to go through my bank to have it returned. I requested the girls name and extension and asked to speak to a supervisor as I didn't believe that they had no mechanism for refunds, as I pointed out, running a scam like this they must get a lot of irrate callers looking for refunds and must have something in place. She came back after speaking to supervisor and agreed to refund, but we'll wait and see if I actually get it. I suggest people complain about this company, it's basically theft and once you catch them out they make it as difficult as possible to get it back.

the_insider

It will be in the terms of your contract that they will take the payment. It's not a scam, but you have to play nice and ask for it back and they will give you it. If not, go through the bank!!

Premier_2

nickfal wrote: »

These people are a joke, the idea that is easily cancelled is a joke too. I called them to cancel the DD and have my payment refunded, girl was perfectly nice and I got a letter confirming cancellation but no refund. Called them again and they said a refund had never been authorised and that I would have to go through my bank to have it returned. I requested the girls name and extension and asked to speak to a supervisor as I didn't believe that they had no mechanism for refunds, as I pointed out, running a scam like this they must get a lot of irrate callers looking for refunds and must have something in place. She came back after speaking to supervisor and agreed to refund, but we'll wait and see if I actually get it. I suggest people complain about this company, it's basically theft and once you catch them out they make it as difficult as possible to get it back.

Who are a joke? Who did you call?

Under the DD guarantee any refunds are to be made to the payer by the paying bank. If the payer contacts the originator for a refund, the originator should refer the payer to their paying bank.

If it was the originator you contacted, far from them being a joke, they actually acted correctly in referring you to your bank.
If you get refunded outside of the DD scheme, then the originator is acting wrongly.

davidgmmafan

I too am bemused by this it would seem to be clearly covered by the DD guarantee? Unless of course it is one of those insidious continous card payment authority things which nobody but the company taking the payment can cancel - a bizarre situation indeed.

Here's a question would the clause where insurance and the like renew automatically if they don't here from you be covered by the new rules for card payments since you could not reasonable know the cost for next year since it may or may not bear any relation to the premium for the previous year.