Thumbs up for HSBC, Thumbs Down for Esure

hoyles10

Thought I would have a joint praise and vent in this one.

Esure decided to take our direct debit out of the bank today although every other payment has been 30th of the month. As there was not enough money in the account today it sent it overdrawn.

I usually get my wages paid weekly into the account every Thursday so there would have been enough to cover the direct debit on the 2nd when it was actually due.

Since speaking to Esure they haven't really been very helpful so I ended the call and decided to call back tomorrow after I had calmed down and hopefully speak to someone who I could understand and they could understand me to find out why it's been applied for early.

I then phoned HSBC to see what the script is with regards to charges on a bounced direct debit. After the very helpful lady at the HSBC call centre looked into it she said that she could see my wage waiting to clear into the account and also the Esure payments don't normally go out until the end of the month, so she's ensured we wont receive any charges at all despite being overdrawn and having a failed direct debit.

So thanks very much to HSBC and thanks a bunch to Esure

right2reply

having read your rant about esure, i felt the need to join up and fill you in. firstly, esure... your direct debit was not and physically could not have been set up on the 30th of the month, as direct debits can only be set between the 1st and the 28th of each month. you later contradict yourself stating that it is usually due on the 2nd of each month..(inwhich case there wouldnt be a problem so i assume there is an error there)

secondly hsbc... if you check your bank statements and the payments for esure show that the have consistantly been coming out on the 30th of the month then the bank may have some answering to do, hence there exceptional co-operation in ensuring that there are no charges...

now, if this all happened today it prob wont be reapplied for until the middle of november, or if you ask the member of staff (nicely!) they can double up the payment with the following month. so there will be a double payment in november.

point to note.. ensure that no further payments are missed, reason being ** if more than 2 payments missed in a policy term then you need to pay the full amount or else they cancel it**

as an ex employee for esure, im replyin to give you a heads up... if you get nowhere then reply and ill tell you what to say...

hoyles10

Thanks for your reply I have checked some previous bank statements and the payment has always shown up with a date of the 30th unless it was a weekend and it's shown as the 31st or 1st of the month. I have since spoken to Esure and changed the payment date to the 2nd of each month which is where the 2nd came from in my original post, I got a bit confused with myself (It seems to have happened a lot this week).

Whether the payments have actually been coming out on the 28th of each month but not showing on my statement until a day or 2 later could be a different matter as this is the first time there's ever been a problem.

Cheers for the advice though