Direct Debit "overpayments"

Scarlett

Last week I noticed that a certain broadband supplier had taken more than 3 times my normal billing amount from my account this month. I've rung up to to and sort it out, and I was told that someone would call me back in 48 hours which nobody did. I have not received any billing information from the supplier to tell me what the amount is for, besides which I find their billing structure impenetrable - they apply charges and then apply credits and it's just not transparent at all. I'd like to consider myself an intelligent person, but I can't work it out!

I rang up again last night and they told me that they will get back to me within five working days, but I just don't think this is good enough. They have £150 of my money, and they cannot explain why they've taken it. I have bills to pay and I don't think it's acceptable to take someone's money without informing them of the reason for doing so, and then keep it for a week while you try and investigate the matter!

Can I take it up with my bank and get them to claw back the DD now, or do I have to wait for the supplier to get back to me?

stugib

I've had success in claiming under the DD guarantee - your bank will treat it like it's a pain in the backside (notice the excuses on the page I linked below so you're prepared), but it's only one form to fill in.

From http://www.financial-ombudsman.org.uk/publications/ombudsman-news/27/27-directdebit-guarantee.htm

The direct debit guarantee applies to all banks and building societies taking part in the direct debit scheme. It says that:
# If there is a change in the amount to be paid or the payment date, the person receiving the payment (the originator) must notify the customer in advance.
* If the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid.

Scarlett

Interestingly my bank initially fobbed me off, telling me to claim against the company, or wait til they responded to me, and they couldn't do anything. The conversation was peppered with phrases like "indemnity claims".

I rang back half an hour later, after doing some more surfing and reading about the DD Guarantee. This time when the CSA tried to tell me to file an indemnity claim, I fired back with "My understanding of the DD Guarantee is that you are required to refund the full amount to me as soon as I notify you of the error, and then you claim it back from the company at fault. They did not notify me, they cannot explain it to me and I'm not waiting around for 7 days for a refund while they investigate their own error. I have bills to pay you know."

The response to this more forceful knowledgeable complainant: "Yes miss, I'll put you through to our customer satisfaction dept and they should be able to sort it out for you".

It should now be credited to my account by the close of business tomorrow.

Honestly, they do take us all for chumps.

stugib

Excellent, well done!

Scarlett

Thanks very much for your advice. The refund showed up in my account as going through yesterday! :j

It's made me realise how many times I must've been fobbed off before. No longer!

:beer:

ginger_nuts

I had a similar prob with BT .They took MY money 5 days early .They said it was because
the Monday was a bank holiday .My payment should have been taken on the Tuesday ,but it was taken on the Thursday . I claimed it back under the DD guarantee .
I also got one months free line rental from BT .Time to ask for compo !