Changing direct debit date of loan. Help!

lindseyo87

I have recently left employment to become a student, and unsure of when my bursary was due to hit my account I rang Natwest to ask about changing the direct debit date of my loan, just to ensure funds were there.

I didn't know if this was possible, but wanted to change from the 28th of September, so the loan wouldn't come out til the 21st of October. I was told that it may not be possible as it was almost a full cycle so the customer service rep was going to speak to his manager. I said I'd ring back up later so he could sort it out.

About 20 minutes later I received a phone call from the guy having spoken to his manager, saying that because i was entitled to the 15-45 day rule i could change my direct debit date, but the latest time possible was October 19th. I said this was fine, and was assured that no payment would leave my account this month and the next date would be the 19th of Oct.

I checked my online banking this morning only to be shown the amount has left my bank account already!!

I rang the lending department up immediately to complain and was told that because I didn't give them enough time I had to make this months payment, or if i didn't I had to make two payments by the 19th. The guy I spoke to then informed me that actually though my account had a note on it saying that no payment should leave my account til October 19th and I had been assured of that. So now it's being investigated.

As far as I was aware it was all done and sorted, but i've been told a completely different tale today although they've admitted that the guy I spoke to to originally change the date has left the alert on my account stating that a payment should not go out!!!

Am I within my rights to be angry and ask to recall the payment until the 19th of October as I was assured that this months would not come out???

lindseyo87

Any advice??

YorkshireBoy

lindseyo87 wrote: »

...I rang Natwest to ask about changing the direct debit date of my loan...

When, exactly? If it was within 3-5 working days of the 28th (ie this last week) then the DD was probably already in the system.

Also, and I'm not sure if it's relevant here, under the DD guarantee it's normally necessary for the DD originator to give 10 working days notice of both the amount and date to be collected. Yes I know you were fully aware, being as it was you that made the request, but maybe their systems don't cater for that scenario?

olly300

One of your problems is that you are dealing with 2 different departments so if they don't liaise then you end up with this problem.

This also highlights the problem of dealing with a bank by phone only as it's a case of he says/she says, and if later it's not to the bank's advantage they will deny saying it.

One thing you need to do now is put a complaint in writing. You can do this by letter (send by recorded delivery*) or quicker still in an email by online banking. State briefly what happened and who you spoke to and what they said with times and dates, and ask for the money to be refunded.

If they don't respond then follow the banks formal complaints process and be prepared to take it all the way to the FOS.
Regardless of whether the manager was authorised to allowed to do this or not, they shouldn't be telling you different stories.

*If you don't send it by recorded delivery they will deny getting the letter. They may even deny getting it if you send it by this method but least you have proof and they will never deny receiving it in front of any regulator/judge.

stclair

lindseyo87 wrote: »

I have recently left employment to become a student, and unsure of when my bursary was due to hit my account I rang Natwest to ask about changing the direct debit date of my loan, just to ensure funds were there.

I didn't know if this was possible, but wanted to change from the 28th of September, so the loan wouldn't come out til the 21st of October. I was told that it may not be possible as it was almost a full cycle so the customer service rep was going to speak to his manager. I said I'd ring back up later so he could sort it out.

About 20 minutes later I received a phone call from the guy having spoken to his manager, saying that because i was entitled to the 15-45 day rule i could change my direct debit date, but the latest time possible was October 19th. I said this was fine, and was assured that no payment would leave my account this month and the next date would be the 19th of Oct.

I checked my online banking this morning only to be shown the amount has left my bank account already!!

I rang the lending department up immediately to complain and was told that because I didn't give them enough time I had to make this months payment, or if i didn't I had to make two payments by the 19th. The guy I spoke to then informed me that actually though my account had a note on it saying that no payment should leave my account til October 19th and I had been assured of that. So now it's being investigated.

As far as I was aware it was all done and sorted, but i've been told a completely different tale today although they've admitted that the guy I spoke to to originally change the date has left the alert on my account stating that a payment should not go out!!!

Am I within my rights to be angry and ask to recall the payment until the 19th of October as I was assured that this months would not come out???

Can you confirm which date you spoke to the bank to ask them to change the DD date?

The DD may have already been in the system. The only way they may have been able to get the money back, is by waiting for the DD to leave then to recall it. Im sure some customers think that the system can be changed at whim to suit there needs. :mad:

A note would have only been left for the reason that if the DD was to leave then you got charged they would have refunded any charges. The system is not able to scan everyones accounts to read notes inserted on customers accounts.

stclair

[QUOTE=olly300;25460427]One of your problems is that you are dealing with 2 different departments so if they don't liaise then you end up with this problem.

This also highlights the problem of dealing with a bank by phone only as it's a case of he says/she says, and if later it's not to the bank's advantage they will deny saying it.

One thing you need to do now is put a complaint in writing. You can do this by letter (send by recorded delivery*) or quicker still in an email by online banking. State briefly what happened and who you spoke to and what they said with times and dates, and ask for the money to be refunded.

If they don't respond then follow the banks formal complaints process and be prepared to take it all the way to the FOS.
Regardless of whether the manager was authorised to allowed to do this or not, they shouldn't be telling you different stories.

*If you don't send it by recorded delivery they will deny getting the letter. They may even deny getting it if you send it by this method but least you have proof and they will never deny receiving it in front of any regulator/judge.[/QUOTE]

There one of the same department

lindseyo87

I rang them on the 23rd when the date it was due to leave was the 28th, but only to see if it was possible. When they told me it was and confirmed they could change it so no payment would come out on the 28th, but instead on the 19th of October (the new DD date I wanted) I asked them to go ahead with it.

The bank have confirmed the note left on my account says that I was informed no money would now leave my account until the 19th of October.

So really they should have told me it wasn't possible if they knew I hadn't given them enough time to have it successfully changed. It's surely a mistake on the part of the bank who ensured me no money would leave the account.

I'm no expert by any means, but it doesn't seem very professional to be told different tales, but told I have to make two payments at once when originally I was told no money would be leaving my account at all until October.

Just not sure where I legally stand on all this really.

stclair

lindseyo87 wrote: »

I rang them on the 23rd when the date it was due to leave was the 28th, but only to see if it was possible. When they told me it was and confirmed they could change it so no payment would come out on the 28th, but instead on the 19th of October (the new DD date I wanted) I asked them to go ahead with it.

The bank have confirmed the note left on my account says that I was informed no money would now leave my account until the 19th of October.

So really they should have told me it wasn't possible if they knew I hadn't given them enough time to have it successfully changed. It's surely a mistake on the part of the bank who ensured me no money would leave the account.

I'm no expert by any means, but it doesn't seem very professional to be told different tales, but told I have to make two payments at once when originally I was told no money would be leaving my account at all until October.

Just not sure where I legally stand on all this really.

If you rang them on the 23rd the DD would have been in the system ready to leave for the 28th.

I appreciate you was told the DD wouldn't leave. However what the advisor should have said was the DD will leave on the 28th but will be reversed back into your account on Wednesday.

As it wouldn't be possible for the bank to stop the DD from leaving at that short notice.

You can make a complaint for being mis-informed but you wont get anything other than apology letter. As you haven't made a financial loss etc.

lindseyo87

The thing is the money has already left the account, and they've said they will recall the amount on Monday to go back into my account BUT I then have to make two payments by the 19th of October. Surely this isn't right? It's not like I'm missing a payment, I simply changed the DD date.

Due to becoming a student the whole reason I've changed my DD's is to fit in with when I receive my bursary. Grrr!!

stclair

lindseyo87 wrote: »

The thing is the money has already left the account, and they've said they will recall the amount on Monday to go back into my account BUT I then have to make two payments by the 19th of October. Surely this isn't right? It's not like I'm missing a payment, I simply changed the DD date.

Due to becoming a student the whole reason I've changed my DD's is to fit in with when I receive my bursary. Grrr!!

It is right im affraid to say.

Your last payment would have been around 28th August. Your asking for your DD to be changed to the 19th October.

That means you wouldnt have made a payment for approx 7 weeks (just over) which is nearly 2 months hence you having to make 2 months payment.