Direct debit - help required

Rebekka_2

Abbey took three times the normal amount for my mortgage this month, i phoned them who told me to contact bank and do a direct debit indeminty, i did this immediatley and was told the money would be back in bank by monday, monday comes nothing, tuesday i phoned them they said local branch would phone me - they never, went in on thursday and they said it can take up to 6 weeks because its over £100, phoned abbey who said that is not right but they could issue me a cheque but would take three weeks. Head office of RBS phoned me last friday following an email and informed me this should have been sorted immediatley and she would see it was, another week later and still nothing, this happened on the 27th october and its now the 12th of november and still nothing:o

YorkshireBoy

If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

Direct Debit - Your Rights

Personally, if the error hadn't been corrected the same day (I became aware of the problem) under the direct debit guarantee (not the direct debit indemnity - because that's what RBS will use to get back the money from Abbey), I'd invoke the official RBS complaints procedure.

I wouldn't waste my time talking to call centres, and a different person every time you call.

Rebekka_2

YorkshireBoy wrote:

Personally, if the error hadn't been corrected the same day (I became aware of the problem) under the direct debit guarantee (not the direct debit indemnity - because that's what RBS will use to get back the money from Abbey), I'd invoke the official RBS complaints procedure.

I wouldn't waste my time talking to call centres, and a different person every time you call.

Hi, Thanks for that, how would i go about the complaint, i emailed a complaint to RBS and like i said they phoned and said she would sort it, she was from RBS head office

YorkshireBoy

Rebekka wrote:

...how would i go about the complaint, i emailed a complaint to RBS and like i said they phoned and said she would sort it, she was from RBS head office

RBS complaints procedure

Rebekka_2

YorkshireBoy wrote:

RBS complaints procedure

That is the road i already went down last week (last friday) and was told they would return my money immediately and still nothing:mad:

YorkshireBoy

Rebekka wrote:

That is the road i already went down last week (last friday) and was told they would return my money immediately and still nothing:mad:

First of all, any charges or hardship should be compensated for by RBS.

So, if you're unwilling to escalate matters to their Customer Relations Manager (the next stage), or wait until 8 weeks have elapsed so you can go to the FOS, then there's only one answer...

Go to the branch your account is held at and refuse to leave until they rectify matters!!

Good luck.

Rebekka_2

YorkshireBoy wrote:

First of all, any charges or hardship should be compensated for by RBS.

So, if you're unwilling to escalate matters to their Customer Relations Manager (the next stage), or wait until 8 weeks has passed so you can go to the FOS, then there's only one answer...

Go to the branch your account is held at and refuse to leave until they rectify matters!!

Good luck.

Thank you for all your help, in all honesty my local branch have upped my overdraft with no charges to my account, i can use this till its sorted, it really isnt about that its about having a direct debit guarantee when infact this guarantee is a total farce:mad: I have just rattled off another email and told them if this matter is not resolved immediatey then i will go the ombudsman, again thank you for your time

Mikeyorks

Just to reinforce what YorkshireBoy has told you - as his post #6 - go into your Bank and refuse to leave until the money is back in your account. Similar post here last night :-

http://forums.moneysavingexpert.com/showthread.html?p=3444936#post3444936

But target your Bank for the funds back. Then target Abbey for being idiots. There is no excuse for recognising they've made a total mess of a DD - then telling you it will take up to weeks to return money they had no right to take. They can CHAPS the funds back into your account the day they learn of their problem - if they viewed customers as important.

amandathepanda

Go in to your bank and ask for a copy of the direct debit indemnity scheme leaflet. All banks should have this leaflet,read through it before you leave, and it will tell you in there that you are entitled to a full and immediate refund. Shove it under their noses and say you are only asking for what you are legally entitled.
The problem is that the process of indemnities has been centralised, so the local branches will try and fob you off. Don't have any of it stand your ground.

anniecave

Rebekka wrote:

Thank you for all your help, in all honesty my local branch have upped my overdraft with no charges to my account

That's a great idea, I shall remember this if ever something like this happens to me, just ask for an increased overdraft immediately until the problem is sorted!

It sounds like no-one wants to deal with your problem. Typical problem with any orgnisation, I thought that was what the DD indemnity system was for.

I used to deal with refunds at my previous company, and we'd get claims for direct debits which were correctly asked for and taken, and we'd have to refund them anyway as the bank had already refunded the customer.