Charging company for your time due to their mistake

JohalaReewi

Viks wrote: »

I assume you have heard of worse?

Can the bank reverse the direct debit? I will call them to action this for me.

Thanks

If payment was by direct debit then you are covered by the direct debit guarantee scheme which basically says that you should be given advance notice (at least 10 days) of a direct debit being taken from your account. You should be told the amount and the date the amount will be taken. If the supplier fails to notify you in time, takes too much, and/or takes it too early, you are entitled to a full and immediate refund from your BANK.
http://www.bacs.co.uk/Bacs/Consumers/DirectDebit/HelpCentre/Pages/default.aspx

If payment was taken from your debit card, this is not a direct debit so you aren't covered by the DDG scheme. However, VISA debit do operate a similar chargeback scheme.
http://whatconsumer.co.uk/visa-debit-chargeback/

Viks

They sent a letter to the original premises where I signed up. However, I dont have access to the post anymore and I have to go pickup any post for myself on a regular basis. I assume this is my fault and they did send a bill. Therefore in that respect they did notify me.

However, I did try to cancel the direct debit with BT and they had no records of there ever being one.

Not sure where I stand.

Viks

I still have not recieved the cheque from BT. Is this normal?

Buzby

Sorry - been away! Some observations;

Viks wrote: »

Thanks for your reply.

1. I contacted BT to cancel this but they had no evidence I had even signed up - on 2 occassions. I signed up to a direct debit as it was cheaper. Giving them my debit card details over the phone is possibly not more safer than a DD anyway.

It is actually less. As there are less consumer rights when paying by debit Plastic than a DDM (where they have to give 10 days advance notice of a debit and repay if an error is made).

Viks wrote: »

3. The overdraft of BT? The thing they charge £50 for if you are late on payments? I dont think their bank charges equate to £50 per customer for their overdraft. We all know how much banks charge consumers - and now I have to go appeal this but the case is on hold so another few years ill have to wait for that money if ever.

The charge is £7.50, not £50!

Viks wrote: »

4. I would argue this is not an issue of the Direct Debit Guarantee. My concern is if you call up to cancel and you get told "Sorry we have no records of you ever signing up" - this was 10 days after the initial signup, what more can they expect me to do? If BT can tell me twice we are not charging you for anything then surely it was not human error. Furthermore I had to argue my way out of the 18month contract which they still insisted I was in even though the evidence I had suggested otherwise.

WRITE! It is often surprising when black becomes white when it is challen ged in writing. For this reason I always put importnat changes to my service in WRITING, and have a paper trail to follow should they get it wrong. Strangely, since doing this I've never had a problem!

Buzby

Cancel the mandate with your BANK, as they can tell you whether it is active on your account.

Buzby

Viks wrote: »

I still have not recieved the cheque from BT. Is this normal?

It can take up to 6 weeks to arrive....