A&L just dont get it!

messimoney

Hi all.

We had an account with alliance and leicester, we had some problems with sky who kept taking the DD on the wrong date so then we incurred charges - which we paid. We then asked to cancel the DD. 2 months down the line we received a letter from A&L sayin we owe them £200 and odd quid in charges!!! (they charge a fee then charge daily!!)

We phoned and told them that we asked for the DD to be cancelled and they said they would investigate. Investigation over, receive another letter "sorry you still need to pay".

We call again and are told that even though the DD has been cancelled it may take a few months!! - WHAT!!!!

By this time OH decides to inform A&L that he is recording the call as he appears to be talking rubbish, the man at A&L then says he isnt allowed to talk anymore.

OH calls again and is then told they need permission from Sky to cancel the DD.

Is this bank for real?
More to the point how do I get across to the bank the the charges are not our fault? We asked for the DD to be cancelled and they failed to do so.
If I dont have funds in the account when a DD is due out then Im happy to pay my charges, its my own fault. But not this time.

daveyjp

"OH calls again and is then told they need permission from Sky to cancel the DD."

Aboslute tosh!

Letter to Chief Exec would be my next move.

messimoney

Exactly, customer wants to cancel DD, bank cancels. simple. I'm not paying it, I refuse to.

VanCrack

Get a FreeView box and remember, Direct Debits are costly.

messimoney

I know,I hate sky too, OH wanted it for the footie, I HATE footie!!!

VanCrack

Cancel Sky and send him up the pub!

messimoney

Sky got cut off as soon as the charges came!!!! Ive already sorted that one. Seriously though, would a strongly worded letter do? I feel like I'm in a no win situation, its my word against theirs after all.

magpiecottage

Under the Direct Debit guarantee, a bank must follow your instruction to cancel. If they have failed to do so they must then reimburse you not only the payment but all charges that are incurred as a result of their failure.

No need to contact the CEO. A phone call should do - but may not if the person you speak to has not been properly trained so make sure you get the name and/or headset number of the person you speak to.

If they say you must put it in writing, politely point out that the FSA says you don't, they have 8 weeks to sort it and that 8 weeks has just started.

masonic

Write a letter of complaint to A&L. Tell them when and how you instructed them to cancel the direct debit, when the subsequent payments were taken in error and briefly detail the charges you have incurred as a direct result of those erroneous payments. Ask A&L for an immediate refund of the payments under the Direct Debit guarantee and to refund the charges they have imposed as a consequence of their mistake. Wait 8 weeks. If not satisfied, complain to the financial ombudsman.

messimoney

Brilliant, I'll get on to it tomorrow, thanks all. xx

messimoney

Just to let you all know I made my complaint via the telephone, charges got refunded and account got closed