Orange set up the wrong direct debit

UnhappyBunny_2

Firstly I would like to say fantastic site, and it's sad my first post is a cry for help.

I took out a new mobile phone contract with Orange on January 13, and it all went fine, including using the same direct debit as my previous contract (HSBC). But today I found out that I have been billed to my other current account (Abbey), which is an account that I have not touched in years!

The only reason I can think of why they used my Abbey account is that around 4 or 5 years ago I had a direct debit set up to that one. The problem is that now my Abbey account has gone overdraft and the bank has given me charges. How do I claim these charges back, it's not my fault is it? What should I DO?

HELP!

fiisch

I would have a good moan to Orange first, as it is their mistake and see if they'll reimburse you. Vodafone did a similar thing with my account and I got the money back plus £100 as a gesture of good will, and I have often found Orange much better to deal with than Vodafone (my girlfriend's account is with Orange). If not, then going down the route of reclaiming charges from Abbey may be tricky, as it's only the odd charge, and currently only cases involving financial hardship are being successful. (That's putting it simply).

natweststaffmember

Can I clarify what details did you give to them? Did you give them the HSBC account details?

UnhappyBunny_2

natweststaffmember wrote: »

Can I clarify what details did you give to them? Did you give them the HSBC account details?

I didn't give any details, I just said yes to keeping the same direct debit details which was supposed to be have been the same as my most recent contract.

Premier_2

Direct Debit mandates by default fall dormant after 12 months on non-use.
There are some rare exceptions, but it requires a special request by the company and approval from their sponsor. (and the longest I've known so far that DDI's remain live is 4 years without use). I know that O2 doesn't have any such additional approval so would be surprised that Orange does.

I suggest you contact Abbey (now Santander) and ask them what instruction they hold and more imnportantly when it was set up and, if appropriate, what the date of the previous transaction was on it prior to the latest one.

Then, depending on the answer given, ask why the DDI hadn't fallen dormant.

UnhappyBunny_2

Thanks for your replies.

I forgot to say that I opened the contract with Carphone Warehouse. I first went to Santander and paid the £83 overdrawn (£50 charges and the rest are Orange bills). Then went to Carphone Warehouse and they said they could not help because it was a web sale and customers are liable for direct debit mistakes. But I remember taking this contract out by the phone team! I was told to contact Orange because they deal with billing, but Orange say it is not their fault because Carphone Warehouse supply the direct debit details! So we contacted the head office of Carphone Warehouse and they said it's their mistake, it's not a direct web sale as they have a intermediary department who help with customers do web sales. So I will be getting my £50 compensated by cheque - yes!!

Went back to Abbey to close the account. Turns out that I have £50 more overdraft charges pending for next statement, and then a £25 charge for the statement after because of being direct debited after my recent statement. I've now put some money into the account so I don't get charged again. So I went back to Carphone Warehouse to tell them there will be £75 more to pay, and they said they will pay those too. So I'm going back there mid April and mid May to finally get in total £125 of overdraft charges compensated.

Lessons learned:
Check your direct debit details when opening new mobile contract.
Cancel old direct debit details which are not in use any more.
Close bank accounts that you don't use any more.
Regularly check your bank statements.

davidgmmafan

Surely this would be covered by the DD guarantee and the company shouldn't have to faf around giving refunds it should all be done through the bank?