Pipex/Direct Debits

andy768

Hi,
I'm one of the many with DD problems after leaving Pipex. After making 4 separate instructions with my bank, they finally take Septembers money in November. Then they take it again a week later. When I ring them, they claim they have no knowledge of second payment, and the bill was paid 11 days before they actually took the first amount of money. I have successfully claimed the second charge back via my bank, but what I was thinking is that if their system is so sure I paid 11 days before I did, could I claim the first charge back as they obviously have not logged that one either?
Unethical maybe, but I am owed 90% of that charge as a refund as I migrated days after the month began and the chances of getting the refund anytime soon are slim to none.
Thanks

Ian_W

TBH andy Pipex accounts dept are complete bobbins and shambolic. When I migrated I cancelled my DD owing them 10 days subs because I knew chasing them for a refund would be a pain. I wrote asking them to let me know how much I owed and I would send it by cheque or internet banking transfer. To cut a very long story short it took them 2 months to come up with the right figure and then only after having an outsourced collection agency chase me for the full amount.

If I was you I'd work out what you owe - 30 days from the date you gave them notice you were leaving - and get your bank to refund you what they owe. If the bank is reluctant point out The DD Guarantee which says that if the originator overcharges you or makes a mistake YOUR bank "guarantee a full and immediate refund from your branch". They can then reclaim it from Pipex rather than you.

mack1946

I am upgrading to broadband and am looking for the best deal. I was considering Pipex as it gives a good telephone package. Can anyone reccomend it as a good service?

Snooze_Control

Pipex USED to be good. I was with them for a number of years over 18 months ago and never had any problems with and their tech support was excellent whenever I needed it, BUT they have gone downhill a lot since then and the ratings on thinkbroadband.com now reflect that. Personally I would avoid them.

SC

danbilling

I had similar problems with Pipex last year. They wouldn't bill me on the date I required, and tended to lump payments together, which was incredibly aggravating. I sent them an email requesting to cancel my agreement, as they were also getting too expensive. I left to Talk Talk, who are 100 time more useless, as they weren't even able to set up my landline. I have now gone back to BT. At least they deliver, despite being expensive. Sometimes you do need to spend a little extra to get a better product, and billed in the way you want.

andy768

OK, an update on the situation. Pipex claim they have no record of either of my direct debit payments, despite the bank confirming it has been claimed. In terms of the direct debit guarantee, I went to HSBC and the woman said:

a) she cant claim a refund as it was live direct debit,
b) even if I could, it would take weeks.

The guarantee states if it is an error (which it is), it is immediate refund.
How should I go about sorting this?
Thanks

Ian_W

Cahiers/bank counter/call-centre staff often say, "can't be done" when what they actually mean is "can't be bothered". You need to press them to honour the guarantee.
Either ask for a supervisor or complain in writing. In either case tell them you're complaining about them [the bank] failing to honour the DD guarantee and that unless they do you intend to complain to the financial Ombudsman service and claim interest from them on the money outstanding. Ask them for a "deadlock letter" so that you can pursue the complaint beyond the bank, whether you intend to or not.
It may also help to mention the fact, particularly if you'd be seen as a good customer [long standing/good cash through flow etc], that you will be reviewing your banking arrangements based on their failure to act in your interests as their customer.

I'd be very surprised if they don't change their mind - and quickly!