Direct Debit refund - how do I get one?

ToriL_2

My opticians (Visionary Eyecare, Edinburgh) have taken £75 from my bank account via direct debit without supplying me with contact lenses.

After months of asking for the money to be refunded & no contact lenses being supplied, they're now saying they can only give me contact lenses & not the money back. I don't want the contact lenses as I've got some elsewhere now! :mad:

Anyone know how I can get my money refunded?

unholyangel

What agreements were made? When were they made?

I think we need the full story in order to advise tbh. If you've entered into a contract of sale etc with them, it could complicate matters.

KeithP

OP, read what the financial ombudsman has to say about the direct debit guarantee.

In particular, if the company has made a mistake, your bank will reverse the transaction.

Contact your bank.

unholyangel

Last time i had that issue my bank said i had to take it up with the company. I kinda flew off the handle as that basically meant anyone could take money from my bank and i couldnt stop them.

Then again, this was HBOS.......who also refused to give me any details of a transaction when my card was used fraudulently. Apparently whoever used my card had rights under the DPA.............even though the account/card was in my name............go figure!

ToriL_2

unholyangel wrote: »

What agreements were made? When were they made?

I think we need the full story in order to advise tbh. If you've entered into a contract of sale etc with them, it could complicate matters.

I previously had a direct debit set up with them for £18 a month. This was working out fine for about 2 years until my lenses were discontinued in October last year, so they'd stopped the direct debit while I was trying some free trial lenses. After the trials they wanted me to move to lenses which were £38 a month instead! I said that was too much to pay & was going to look elsewhere. In the meantime they restarted the direct debit & took £25 a month out of my account over 3 months. As soon as I noticed it I contacted my bank & got it cancelled immediately.

@KeithP Thanks for the link. That's really useful.

I'm going to contact my back & see if they can arrange the refund. Will update you all with what they say.

unholyangel

ToriL wrote: »

I previously had a direct debit set up with them for £18 a month. This was working out fine for about 2 years until my lenses were discontinued in October last year, so they'd stopped the direct debit while I was trying some free trial lenses. After the trials they wanted me to move to lenses which were £38 a month instead! I said that was too much to pay & was going to look elsewhere. In the meantime they restarted the direct debit & took £25 a month out of my account over 3 months. As soon as I noticed it I contacted my bank & got it cancelled immediately.

@KeithP Thanks for the link. That's really useful.

I'm going to contact my back & see if they can arrange the refund. Will update you all with what they say.

It's guaranteed (Direct Debit Guarantee)
You are protected by three important safeguards:

• An immediate money back guarantee from your bank in the event of an error
• Advance notice if the date or amount changes
• The right to cancel at any time.

Although it does give a warning that if an amount is found to be refunded in error, you will have to pay it back.

You'd think the opticians would have noticed they were no longer supplying you =/