Thomas Cook Credit Card customer service

spud77

Hi all,

Could do with some advice.

Back in Feb 2009 I cancelled the direct debit arrangement that collects the minimum payment from Thomas Cook Credit Card (TC). All fine and dandy since and have been paying full balance by debit card or faster payments.

Just received July's statement and there is a £12 charge for returned direct debit. Turns out TC tried to collect the £5 odd minimum payment on 19th June but it was returned unpaid.

Now I had made the full balance payment by 15th July. Still they tried to collect the DD after this on the due date 19th July.

So I rang TC customer services and after to speaking to the manager on duty they wouldn't refund the charge, even though I had paid the balance in full before due date.

TC says they didn't know the DD was cancelled so the charge stands, whatever the reason and regardless of the balance being paid in anycase.

So spoke to my bank and they confirmed the DD was cancelled back in Feb and they notified TC by electronic means. Apparently this is industruy wide practice so TC should have received the cancellation. My bank say they've stuck to their side of the DD guarantee so it's not them liable to refund the charge.

Having no joy with the unhelpful staff at TC. Think the charge is unfair. As far as I'm concerned for the sake of make a quick £12 they've lost a customer not only for the credit card, but also their holidays.

Now does anyone have any understanding where I stand to get the £12 refunded. it's the principle of it I'm trying to fight TC on.

SnowWhiterThanWhite

The exact same thing happened to me last summer.

When I called TC customer services, they told me the 'computer' automatically charges the fee because it thinks it's a defaulted payment, when, in fact, like you, I had paid the whole amount off in plenty of time.

Your Bank would have automatically sent TC notification of the direct debit cancellation.

In my case, they did refund it on the following month's statement.

IMO, I would put it in writing, reiterating the fact that you HAD made payment in time & therefore there should be NO charge.

Good Luck.

jonesMUFCforever

Who did you cancel the D/D with?
If it was just the bank then Thos Cook would have been none the wiser.

YorkshireBoy

jonesMUFCforever wrote: »

Who did you cancel the D/D with?
If it was just the bank then Thos Cook would have been none the wiser.

I don't think that's correct (these days)...

ADDACS – Automated Direct Debit Amendment and Cancellation Service. The automated system used by Banks and Building Societies to advise the Originator of amendments / cancellations of a DDI, either electronically or in paper form...

http://www.aptbacs.co.uk/glossary.htm

EDIT: See also this BACS document...

http://www.interbacs.com/PDF/DDMSmanual.pdf (top of page 2)

spud77

That's great info re the ADDACS.... Thanks.

TC keep saying my bank hasn't told them but my bank says its automatic, everytime by electronic means through the BACS system

I tend to trust my bank (Smile) because all other times I've cancelled a DD with them the originator has received the notification. Whereas this isn't the first time TC have made a !!!! up with my a/c, failed to admit at first then months down the line after lenghty investigation have then admitted they were wrong.

Thomas Cook = Thomas Crook in my opinion!

td_007

Put in a complaint in writing as suggested.
When canceling a direct debit it is only suggested that the originator be informed, it is not mandatory. TC are just trying to pull a fast one!

spud77

Sorted... sent a letter to T.C. credit card customer services (based in Southend-on-sea), also made sure a fax copy went to their Glasgow call centre where the team manager works who was unhelpful and misinformed regarding the accuracy of his infomation.
Quoted the info re ADDACS (thanks YorkshireBoy) and bingo T.C. agreed that they had made a mistake firstly for trying to take the payment, since the full payment had already been made in advance of due date, and secondly for not cancelling the instruction off their systems.
Got a refund of the £12 charge. Pitty it took some hassle for me to sort it when it all could have been settled weeks ago when I first called them to discuss. Shame on you T.C. Your brand is tarnished now in my eyes!