Wrong amount collected on DD

Siouxsie32

Hi

Due to a banking mix up last month I missed a direct debit minimum payment towards a credit card last month. I paid it manually two days later when I realised. The following month's statement had been made up and sent out in the meantime which showed there was no payment and the next month's payment was adjusted (doubled) to reflect this. As soon as I received the statement I called the cc company and they explained that it was just due to the statement being made before the payment was received and although it says the minimum payment is £450 on the statement, the actual amount collected will be £213.

This was backed up by their website. I have taken a screenshot which shows that £213 will be taken by DD on 7 March,

So, I just checked my bank statement online and £450 has been taken.

The phonelines are closed just now and I'll obviously call them in the morning but I just wondered if anyone on here knows if I can get them to refund the extra back to my bank account. If not, I'll be short for a DD due to be paid on the 10th!

Thanks in advance.

cedejah

If you look at the standard direct debit guarantee, one of the terms and conditions of it is that if the wrong amount is taken then you are entitled to a full and immediate refund by YOUR bank. The exact wording is if the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid.
I had a similar situation a few months back and I called my bank and explained the situation to them and the money was deposited back into my account whilst I was on the phone. Just a warning though, I got through to a foreign call centre and either they were trying to fob me off or they didnt know what I was talking about but when I finally spoke to someone in the UK it was pretty smooth sailing. Explain the error that the originator made and be persistent if they try and make excuses. Your bank may say to you that you have to sort it out with whoever took the direct debit, but that is not true. Let us know how you get on.

Siouxsie32

Thanks. I knew the direct debit guarantee said something about the wrong amount being collected but I don't have a copy of it to hand. I will call them in the morning. I think you just saved me a sleepless night!!

I'll post when I've made the call

dzug1

Remember if you recall the DD the full DD will be returned so you won't have paid at all. You can't just recall part of it.

And the bank will probably cancel the DD altogether - it will have to be set up again with a fresh mandate

jacklukedad

Hi,

You may have to call in ata branch of your bank and fill out the 'Direct Debit Indemnity' form. The branch will then credit funds back before close of business and take up your case with your credit card company. You need to sign the form to accept the T & Cs that's why you have to go to branch

izools

jacklukedad wrote: »

Hi,

You may have to call in ata branch of your bank and fill out the 'Direct Debit Indemnity' form. The branch will then credit funds back before close of business and take up your case with your credit card company. You need to sign the form to accept the T & Cs that's why you have to go to branch

Every bank I've been with has been able to accept a DD Indemnity Claim over the phone with no paperwork involved and refunded the money before I've finished the call

(I think it's as much to do with asking to speak to the right person and saying the right things as anything else. They don't make it easy!)

coolesticeking

izools wrote: »

Every bank I've been with has been able to accept a DD Indemnity Claim over the phone with no paperwork involved and refunded the money before I've finished the call

(I think it's as much to do with asking to speak to the right person and saying the right things as anything else. They don't make it easy!)

Yup, I did this with NatWest and the funds were back in my account the next Morning.

Siouxsie32

Hmm, my bank (Halifax/BoS) will do as you say but I have to go to a branch to fill in an indemnity form. I explained that I'll not be in the UK for another 9 days but they can't do anything about it. I called the credit card company but they haven't received the funds yet from the bank so they can't do anything either.

Rock - me - hard place!!!

Actually, I can do without the money until I get back home so that may be the easiest thing to do. Sick of spending 15 minutes on the phone from abroad and other people's mistakes costing me money!!!

coolesticeking

susie-sue wrote: »

Hmm, my bank (Halifax/BoS) will do as you say but I have to go to a branch to fill in an indemnity form. I explained that I'll not be in the UK for another 9 days but they can't do anything about it. I called the credit card company but they haven't received the funds yet from the bank so they can't do anything either.

Rock - me - hard place!!!

Actually, I can do without the money until I get back home so that may be the easiest thing to do. Sick of spending 15 minutes on the phone from abroad and other people's mistakes costing me money!!!

Yup, why I left the Halifax because of this due to a Direct Debit that 3 took by mistake.

Was not impressed with the customer services, having to go into branch as you said and then the sodding branch and even the manager arguing that I could not do this because it was all my fault - not because it's listed in the guarantee that if a company takes money by mistake you are entitled to a full refund from your branch.

Even 3 agreed it was a mistake... Nope I was wrong...

I just made the wrong choice by ever going with them in the first place... Stuck up they thought they was..

With the best will in the world, i've always thought Halifax were just trying to be a bank but really still lived in the old dark ages of a building society.

I never had a problem till this - I just found anything "Had to be done in branch" which is a pain when you got a problem. At least with the other banks a lot can be done over the phone.