Yet another complaint about A&L

mrsw

On checking my latest statement, I notice there has been a DD payment to a water company that I do not have an account with. I phoned A&L who told me they had received a DD mandate, so the payment was valid. They gave me the reference on the DD and told me to phone the water company and sort it out myself!

I phoned the water company, who naturally did not hold my name or address details. It became clear to me that the DD mandate the A&L have must contain someone else's details, but the account number matched mine.

How on earth could A&L allow the DD to be processed knowing it was wrong?They are refusing to give me anoy more details about the mandate.

I am absolutely appalled by this so-called bank. In the 9 months I have been with, this is the 3rd time I am having to sort out their mess!!

grumbler

Just cancel the DD and ask A&L for a full refund. They must do this under the Direct Debit Guarantee:

Q What is the Direct Debit Guarantee?

A. This Guarantee is operated by all banks and building societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own bank or building society.

If the amounts to be paid or the payment dates change, the organisation will notify you normally 10 working days in advance of your account being debited or as otherwise agreed.

If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

You can cancel a Direct Debit at any time by writing to your bank or building society. Please also send a copy of your letter to the organisation.

Thriftylady

thats shocking, you would think if they claim to have a DD mandate allowing them to pay funds out of your account that you must be entitled to see a copy of it. Sounds like whoever you were talking to in A&L couldn't be bothered sorting this out, what a nightmare. Don't take no for an answer !

mrsw

Thankfully I spoke to someone else this morning who has admitted their mistake and arranged a refund. I am still not impressed that they set up the DD with someone else's details in the first place though and will be writing to complain.

I would never use them as my main bank!