Unauthorised Debt-Line debit card transaction.

clarkemcrobb

Firstly, Hi!

I've been using this site as a reference for years, but this is my first time to have a reason to sign up and post!

I wonder if someone could shed some light on this for me? Around 5 weeks ago I spoke to a loans company, who redirected me to debt-line. I spoke to a woman at debt-line and explained my situation which is:

I left university (Graduated with honours in Zoology) in June and recieved my last bursary payment the same month. I have left University with a 3k overdraft at it's limit, an HBOS CC at 500 and 2 payday loans at around 400 (aswell as around 1k in cash I am due to friend and family who payed my rent and fed me for the final few months of uni, whilst I was writing my thesis and unable to work PT). I spoke about a consolidation plan for my credit card and payday loans to reduce my outgoings, so I could work on paying back friends and told the woman I would get back to her as I did not want to confirm over the phone without thinking about it. A few days later she rang me back to confirm the plan and send me the documentation and I told her that I no longer needed it (as I had done my research and realised this was a silly way to pay back my Cc and small amount of payday loans) I have since started working full time, I recieved my first wage and payed off in full everything I was due to friends and family this month, have wangled myself into free accomodation for next month as my lease is ending (meaning I can pay the payday loans off completely without having to worry about rent!)

I thought I was clear of the silly idea of going to this company and can see myself being clear of all debt other than my overdraft (which I have another year to pay) in a few months. Thinking positive, then. After paying back all of the cash I was due this month, I had 120 odd quid left in my account to get me through the month and pay my phone bill, but upon checking my statement today, debt-line have taken 123 pounds from my account. I told her on the phone that I wanted to cancel the account, and she did. I have signed no agreement, I have made payments myself to the debts, and had completely forgotten about debt-line and recieved no communications from them. I managed to log into my 'account' by requesting a forgotten password (I had no knowledge of having an account and surprise,surprise it wasnt a password that I had chosen either!)

I am not using their services, I have signed nothing (online or otherwise, I only figured out who the company were because my bank statement tells me 'debt-line, bournemouth') and I have only had two phone calls with the company, one of which was a case of 'do you still want your loan/consolidation plan' 'no' ' okay, bye'.

I cant do much about it right now as it is sunday afternoon. Naturally, the first thing I am going to do tomorrow is cancel my debit card with the bank, and see if the bank can do anything regarding unauthorised transactions. I will then call debt-line to cancel my 'account', although I want my 123 quid back. They stole money when no agreement had been made, surely this is fraud?

Anyone know where I stand on getting a refund?

LovelyLeeds

Within those two phone calls, did you give them your credit card details/bank details?
I suspect you did, and by doing so, you entered into a contract with them (albeit- it seems unknowingly on your part).
Cancelling your card will have zero effect. To be absolutely sure, you will need to cancel your bank account and start a new one with a different bank.
Have a read through their T&Cs - you may be able to claim it back, but phoning them will get you nowhere - you must write to them and send it recorded delivery.

Apples2

Ahh the Richmond Group... well known around here.

Don't expect an easy ride, they absolutely make a business from people dishing out their bank account details without a second thought.
You are one of the thousands of other customers who threw their details out and then thought about it sensibly afterwards.

Crank the printer up and request a refund in writing, post it recorded delivery.
Don't waste everyones time with phonecalls and emails.

if you need to request a refund write to us at: Debt Line Refunds
56-58 Richmond Hill
Bournemouth
Dorset
BH2 6EX

clarkemcrobb

I must have done, although I seriously cannot remember doing so, I must have. I realise how stupid this is!
I was of the belief that cancelling my card and letting the bank know that the payment was unauthorised would mean that they could not access my account in the future? They will only have debit card details for a card that will have been cancelled, not account details. The only other way they can take money is via direct debit, which I can cancel. How will that have zero effect? Can they just access anyone's account with nothing more than their name and address? Cancelling the bank account isn't an option, I have just left university and theres a 3k overdraft on it. I have another account that is safe, which my wages go into and I plan on just chipping away at the overdraft without using the account. There will be no money going into this account other than what I am paying in monthly to reduce the overdraft. I have recieved absolutely no service from them, I just struggle to believe that even once they have apparently duped me into an agreement on the phone, to consolidate my debts, how can they charge me for doing so when they have no record of what my debts are?

I managed to log into my 'account' on the website and it is completely blank, It just says that they are still waiting on.me to print and ppst the agreement, signed. Because, of course I never agreed to anything.

So worst case scenario, I cancel the card and notify the bank that this was an unauthorised payment and in theory they shouldnt be able to take money directly from my account. I have not agreed to anytbing and the website blatantly says that I need to return a form to complete the application. They might have me on agreeing over the phone to pay a set up fee or whatever, but this is quoted on their website as £30, not 123. I will speak to them tomorrow and confirm with them that I do not want to confirm the application and that unless a reasonable refund is offered (i.e minus the £5 their website quotes for setting up fee, etc) then I will be asking my bank to investigate as fraud, and speaking to Trading Standards.

clarkemcrobb

okay, so I understand that I may be able to get a refund, or can at least try to via letter (thanks for the advice apples.)

A seperate issue though is whether or not they will still be able to access my account? If I phone to cancel the entire account with them, will they continue to try and take money from.this account if they do.not have card details? can they? I might have lost 123 quid due to my own stupidity but I want to make sure that absolutely no more can be stolen.by them, for doing nothing! I'm livid, this company dont even try to pretend that they're doing something.to deserve your money!

bryanbukowski

Sounds to me like you paid a joining fee. Best thing to do is listen to Apples, stick a refund request in writing, asking for all of your money back, saying you didn't understand what you were agreeing to, they'll then refund it for you. In regards to them taking money from your account, there is no way they'll do this, not if you've told them you want to cancel. This company have been around for years, they wouldn't risk taking illegal payments, not if you've cancelled.

As Apples says in his signature, you guys have got to listen to what you're agreeing to. Never, EVER give out your card or account details unless you know exactly what you're agreeing to and what you're going to get for your money.

clarkemcrobb

I sent an email on Sunday to debtline because they were closed. They tried to call me back yesterday but I was working a 12 hour shift and couldnt answer, then this morning I have this email:

Dear Mr McRobb,

Your case has been passed to me after your comment on our Question & Answer Center. I did try and contact you yesterday afternoon but unfortunately, I could not reach you.

Firstly, I can inform you that a payment of £123 was returned to your Debit Card yesterday. This payment should take no longer than 10-working days to clear and was returned to the Debit Card that the payment was originally taken from. On behalf of Debt Line, I apologise for this payment being taken as it was an error on our part. If you have incurred any charges from your bank as a result of this payment being taken, please let me know by providing proof of this from your bank and we will be happy to meet your requirements to the best of our ability.

I have removed your Debit Card details from our database to ensure that these details are not re-tried and we hope that this resolves the issue. Should you have any questions, please do not hesitate to contact me directly.

Yours sincerely,

Stephanie West Complaints Manager Debt Line Changing people's lives - One affordable monthly repayment - No credit check - Online system for 24/7 access - We deal with yoir creditors.

bryanbukowski

Result. Glad it all worked out well for you in the end.

Lavenderlegs

The same happened to me yesterday. My husband has a debtline account and usually pays it out of his account each month. But I authorised a card payment to them from my account over the phone about a month ago and then yesterday debtline took another payment from my account that I had not authorised. The even stranger part is that debtline made 4 separate smaller transactions in one day rather than the whole amount at once. I have reported this to my bank and they have cancelled my card but said there were other transactions to debtline still pending which they would now not allow! My husband phoned debtline and they said he had been read a script stating that they were able to use the card details for up to 90 days. He was read no such script and neither was I and it is my bank account! Plus, if it was legit why would they take small amounts instead of the full amount in one! I am livid and my account is empty!

geoffky

They will and do try any card details they hold..your husbands must of failed so they went for your card...these people are not stupid,they want their money and are quite ingenious on how they get it.I think you will find that somewhere in the t&c you will find they can do this...blame your husband for this not them..

Apples2

Lavenderlegs wrote: »

But I authorised a card payment to them from my account over the phone about a month ago

What on Earth did you do that for?

You have assigned your card details onto his account. It will be buried within their T&C's (not that they appear to have any so I wonder why anyone would deal with them in the first place) that they can and will use any card on file for that account.

You should have transferred the money into his bank account and let him pay it direct from his own account.

They will take small lumps as they don't know how much is in there. No good going for the whole lot in case it bounces. Tip-toe into the account by keep making successively larger withdrawals until the account is up to date or the withdrawal fails.

Bear in mind that although you feel as if you are the wronged victim in this, it is the lender who is being hit as for whatever reason, the repayments have stopped from your husbands account. He isn't repaying his loan.