how to prove the date a standing order was stopped

SallySunshine

Hi,
last year I set up, with A&L, 2 standing orders at the same time, both to run for 12 months. but it seems that one stopped and one carried on.
This was for a 12 months saving plan with Barclays.
when they matured at the end of December they were both cashed in, that was that or so I thought.
It seems now that one had carried on and the money sent to Barclays had been put in a current account.
I have had a letter from A&L saying they were now charging me £75 for 3 instances of being overdrawn. it was only then that I discovered that A&L had not stopped the standing order, thus being overdrawn.
Obviously the standing order has now been cancelled but it was still running. As this savings plan was for 12 months I would have hardly have ticked the box saying 'payment until cancelled' and put 12months into both forms.
So, it looks like a fight with A&L now to try and prove they are in the wrong but how!

Ironically about 4 months ago they tried to charge us for £25 for being overdrawn, there was £800 in the account! They apologised and said it was a mistake.
Thought that this time and rang, they were not helpful at all and pointed out they had given us a goodwill gesture last time. No, they didn't!

So now we have to wait for 5 days while they 'look' at the problem.
I have banked with A&L, formerly giro Bank for nearly 40 years and have never been overdrawn, funny how both 'mistakes have only happened in the last few months.

Most of the day wasted on someone else's mistake is frustrating to say the least! :mad:

anamenottaken

SallySunshine wrote: »

Hi,
I have banked with A&L, formerly giro Bank for nearly 40 years and have never been overdrawn, funny how both 'mistakes have only happened in the last few months.

You mean since the Santander connexion?

Sorry I can't help with how you would prove having set both SOs to run for just one year. Guess it does show the need to check upcoming payments regularly and the status of SOs from time to time.

I know it doesn't help this time, but it is also somewhat reassuring to take screenshots of what you have set up for standing orders and future payments and keep in a timed file (which you don't alter/"save changes" if you open and view). It's not absolute proof because you could have gone back into the account and changed it again, but it is better than nothing.

jonesMUFCforever

Ask them for a copy of the standing order form/
This will confirm or otherwise your version of events - if you are right then they will refund any charges.

anamenottaken

jonesMUFCforever wrote: »

Ask them for a copy of the standing order form/
This will confirm or otherwise your version of events - if you are right then they will refund any charges.

If there was a paper form, then that is clear.

If it was set up online, I'm not sure what they would produce. Hope OP tries this option and reports back.

td_007

anamenottaken wrote: »

If there was a paper form, then that is clear.

If it was set up online, I'm not sure what they would produce. Hope OP tries this option and reports back.

The bank will have a record of all electronic instructions. Ask them to provide a copy of SO instruction to prove that it is your mistake. Generally, such complaints are best made in writing so that the complaints time clock starts ticking for the bank...

SallySunshine

Thanks for replies,especially td_007, I have set up standing orders before and have never had to check to see if they've finished or not, surely that's the whole idea of putting in either a finish date or the number of monthly payments.
Also why did they stop one and not the other?

I wish I'd rang again as it seems some operators seem to have more authority than others.
As you say, they must have an electronic copy of my instructions so hope they sort it out.

I'll give them a few days to get back to me, if not I'll ring again.
will post what happens.

SallySunshine

Update

No letter today, since it has been 5 days rang again.
My husband spoke to someone, she checked our records and said as we had a good reputation with them, they would refund the 3 x £25 charges.

That's it!
Checked on-line and yes they've given us it back.

I'm dancing up and down mouthing 'what about a goodwill gesture' since this is the second time they've messed up.

Still fuming and feel like still writing letter of complaint.