LLoyds passed on my new card details...

emmalet

Hi there

Am looking for some advice re a problem with AOL/Lloyds

I have had an AOL account for some time, but have had a nightmare (like many others) canceling this. They maintain the account does not exist, and Lloyds maintain as this is a debit payment, they cannot cancel it, Aol have to

However, I thought I might be able to resolve this as my debit card expires this month. The payment to AOL has always been a DEBIT, not a Direct Debit. So when my card expired, I assumed they would have to contact me for the new one, and I could explain that now they had found my account, I would like to cancel it...again!

So, my new card arrived yesterday (10th), so i went online to check when the next AOL payment would be taken, hoping this would come to an end. Imagine my surprise when I see the payment to AOL on the 2nd...against the new card! This was made 8 days before i recieved the card, so there is no way i could have provided the details.

So, seeing as Lloyds have provided the details illegally ( i think) I am hoping that they will have to cancel this debit & refund?

Anyone able to clarify for me if this is correct?

Many thanks

onlypaddy

as far as im aware, all banks have an obligation to pass on new details of cards to your regular payees when they are replaced, if you have a regular payment taken from the card. As for AOL I have noe experience so sorry I cant be any help with that. Always as a last resort though, go to the financial ombudsman....they'd sharp 'find' your account details then!

Lokolo

Can you ask AOL what details they hold for you?

I suspect they don't have your new card details, everywhere I have shopped they have never done this. I suspect they just have your account details and sort code, and yes I know you said its a Direct Debit, but theres no way I believe Lloyds past on your new card details.

How would they know where to send them to...?

emmalet

it is NOT a direct debit, just a standard debit card transaction

the only place AOL could have got the card details is from LLoyds, as I didn't have them....

negg

They haven't passed on the new card detail to AOL.

When you sign up for recurring billing using a card, the supplier (AOL) get a reference number from the card issuer. They can then contact the bank with that reference number to take a payment. When Lloyds change the card, the reference number that AOL have still links to your account so the payment still goes through.

AOL will not even know you have a new card.

exel1966

There are three payment methods with AOL :-

1. A recurring transaction via Credit or Debit card where you provide your card details once only and where all future payments will be taken from your account regardless of whether a card expires/you lose it etc.
The card numbers are insignificant, it's the account number attached which is significant. You could change your card every week but it will still be connected to your account and therefore AOL would have authority to take the money until THEY cancel it. Lloyds will NOT have passed on the new details. This is what you have which negg has explained above.

2. A manual one-off Credit or Debit card payment card where you enter your card details for a ONE OFF payment only. To use this method you have to remember to manually pay each month when billed by logging into your account.

There is no such thing as a Credit or Debit card Direct Debit. They are recurring payments.

3. Direct Debits are only taken where you supply an account number and a sort code which you can do with AOL, but it's not made easy to find and operate this way as they prefer the recurring method which gives them FULL control over cancelling it.

emmalet

thanks for the advice
will go back to banging my head against a brick wall with AOL then

System

You have to cancel it with the company, but if they don't do so when asked then that is against Visa rules

Write a letter to AOL advising them that you have been trying to cancel the service for several months. In it specifically request they refund the overpaid charges, and stop debiting your card account. Give them 10 days to reply & make sure you record it.

If no reply after 2 weeks, then write to your bank and advise them of unauthorised charges being debited to your account, and request a chargeback. Advise the bank of the dates of telephone calls (with bills if possible), and attach a copy of the letter & copy of the recorded letter certificate.

That should get the ball rolling...

hippey

Firstly have you checked which card number they debited, I have never used AOL so can you actually see you new card number, or have you assumed they have it because it's debited your account.

I only ask as my solution depends on this.

MPH80

There is actually a banking service which I'm told is a requirement for companies taking recurring payments. A number of days before payment is taken they send a file of Visa/Mastercard cards on which they are due to take payment and the bank will send back a response containing 'ok', 'changed - and here are the new details' and 'not ok' - the retailer is then expected to act on that file.

For example - an ok - they'll just take payment, the 'changed' they are expected to update the details and then take payment and finally - the 'not ok' - they wouldn't try to take payment.

If they don't do it - then the bank can fine them. It's designed to try to reduce the number of failed payments on the bank's systems - and this will, in turn, help them look for fraud and help them reduce costs.

It is still relatively (in banking terms) new - but I suspect that's what AOL are doing.

M.

Extant

As said already, this is not a case of Lloyds passing along your new details, it's a case of a recurring transaction. This refers specifically to debit/credit cards and this is the APACS name. Your bank may call it a continuous authority.

If you have requested that AOL cease debiting you, take some proof of this, if you have it, to your bank. Ask them to deal with it. They should be more than capable.