BUPA - Lloyds Direct Debit Problems! GRRR!

angelofinnosense

In June I received a standard letter from Bupa saying they couldn't collect my monthly premium. I knew I had the funds in my account so phoned them up and they said they hadn't taken it since February! Why???Apparently an technical error with collecing lloyds tsb direct debits!

The letter states 'we will be happy to discuss the various payment options available' and, as my money is so tight each month, and being their fault, I said I could afford to pay £10 a month to catch up. Nope. They infer 'various payment options' but this means 'pay in full with a credit or debit card, even though it's our fault!'. Or (get this!) they gave me option to cancel my membership and go through the underwriting again! (which would, naturally, exempt me from any claims/or anything I've seen the GP about).

I spoke to the manager and explained I can't afford to pay my premium in one go since February and why should I?? It's not my fault, and she said she'd look into it, after admitting it's their fault and they'd known about the fault since NOVEMBER 2010 but didn't inform their customers! And she had the nerve to tell me it was MY RESPONSIBILITY to ensure the direct debit went out. Err, no love, it's my responsibility to ensure the funds are in the account, once the direct debit is set up, I need do nothing more!

Anyway, I wrote to complaints department, whilst waiting for this manager to get back to me. She did, and said they would be happy to pay a month's premium. I advised I'd excalated it but could she put her conversation in writing, which she was happy to do.

Still waiting for this....!!

Have received a letter from complaints (or Customer Relations, as they put it!) saying they'll get back to me within 15 working days...

Have since received a letter (generic, as same signature/name who wrote the first letter) this time stating:

'we have been unable to collect the Bupa payment using your Lloyds TSB direct Debit due to a technical fault in our collection system...'...

so, they CAN write to Lloyds TSB customers then! And this wasn't done back in November because..??!

My mother has a DD with Lloyds and there hasn't been a problem taking hers from her account. So, as it's not all Lloyds TSB customers, it would make sense to write to them all in case they're affected!)

Has anyone else had this problem with Bupa? As the customer, I've kept my part of the contract, I set up the direct debit and have ensured the payment is there to collect on the day they collect it. That's all I have to do. As they had known about the 'fault' since last year, they should have contacted ALL their Lloyds TSB customers (and they've proven this can be done) to advise them they may be 'potentially' affected, giving customers the opportunity to change their DD to another bank.

It's their fault and it baffles me how they've gone 5 months without 'being able' to collect payment and failing to contact me.

dunstonh

And she had the nerve to tell me it was MY RESPONSIBILITY to ensure the direct debit went out. Err, no love, it's my responsibility to ensure the funds are in the account, once the direct debit is set up, I need do nothing more!

I agree with you. However, that means you dont have a problem paying the money as you made sure the money is in the account and the money will still be in the account as they havent collected it. So, you have had interest on that money since Feb.

angelofinnosense

Afraid not. If it's in there after the date they collect it (well, a week or so after) then I spend it! Maybe I should have kept a better eye on my outgoings but I don't, I go on my balance and assume all my DDs (which are all set up for a few days after pay day) get paid. Then the rest is mine. No interest, no funds to pay the back payment. Even if I did, I'd have a problem paying it as it's their fault and it's been months, not just once. Thanks for ur comment but not really relevant to the problem in hand.