Direct debit set up on my account, nothing to do with me, bank says I have to deal

dekaspace

What rights do I have?

Don't know if its related to about 4 months ago having a huge amount stolen from debit card (over £2000) which bank is still dealing with but I checked mini statement today as was due some money in from council.

Noticed a £203 direct debit come off, bank says it is for a company called Digibill which is trading name of premium adult channels on sky's provider.

Bank says I have to contact company, rang them up and they refused to deal with me saying they couldnt search just on bank details and they needed account holders name etc.

Rang back bank who said I have to ring company again and gave me reference number.

I was googling around and I thought bank has to deal with this? and I thought I could get cash back under the direct debit guarantee either way?

This is rent money that has been stolen.

brightonman123

i think the d/debit indemnity scheme still works- up to bank to credit your a.c imediately with any disputed item, and retrieve monies themeselves from whoever claimed it..

the real customer's account number may be a digit out or so, on the form.. either the bank or 'originating claimant' i think the payee is called should have a hard copy of the mandate.

Tixy

The bank are not dealing with this accurately at all. Under the banking code and the direct debit guarantee they should refund you as soon as you raise the complaint and then should take up the issue with the supplier themselves. You should not have to chase the supplier yourself at all.

Which bank is it? you need to fight them over this - might need to speak to someone more senior for it to be dealt with correctly.

Edit - this thread https://forums.moneysavingexpert.com/discussion/1242187 although old, might be of some use to you with regards the links on the first post etc.

themull1

Cancel the direct debit, and under the direct debit guarantee you are entitled to a refund of the direct debits, and the bank will have to reclaim the money from the company that debited the dd's in the first place.

Robert_Roberston

Also push for compensation for the wrong advice being given, all banks are part of the direct debit guarantee.

Trying_to_be_good

I had difficulty a few years ago with a DD set up on my account by Hitatchi overseas. I cancelled it, and had the money refunded, but it was then re-set up as the request was against my bank details. I ended up having to close the account as there was no way for the bank to guarantee it wasn't going to happen over and over again.

dekaspace

An update on the situation, still geting nowhere with the bank as they claim the company the money was sent too must authorise a refund! I tried arguing politely and they were having nothing of it.

rising_from_the_ashes

Ask to speak to someone senior - if the person comes back and says "my manager says ..." say that you asked to speak to them direct.

Ask for a copy of the dd mandate - what bank is it?

Personally, I'd also be asking them to open me a new account, transfer dds etc as I wouldn't be wanting to use an account if it's already been compromised.

dekaspace

It's Clydesdale. On phone again now and they say its def in my name.

Tixy

You need to make a complaint about this - it was definitely showing as a DD isn't it? (not a debit card payment?).

I think you need to formally write a complaint to the bank first (not to your branch but higher up to a complaints department or something - some might even suggest you copy in the bank CEO to your letter!) If you look on your banks website it will probably tell you how to complain somewhere. http://www.cbonline.co.uk/legal-privacy/schemes-and-contacts

Then after that you can write to the finanical ombudsman to make a proper complaint (you cannot do this until your bank have had a written complaint and time to deal with it I think).

WASHER

Ask to speak to fraud department.