Direct Debit Woe

jlanky81

I've recently switched banks and used my new bank's switching service to transfer my direct debits and standing orders. One of my direct debits is to EDF for my electricity supply.

I've received today an unexpected bill from EDF for £186.45, claiming that I've failed to make my regular payment this month. I've checked both my old bank account and new bank account and there is no transaction detail showing such as a returned direct debit and also checked the lists of active direct debits on both my accounts, but can't find any reference to an active direct debit to EDF.

EDF now want the full bill amount paid via cash / card and my direct debit seems to have disappeared.

Is it worth complaining to EDF, or do I have no option but to pay the bill and try to create a new monthly direct debit for future bills.

Advice please! I aren't sure what my rights are, or what I should do!

ihateyes

jlanky81 wrote: »

I've recently switched banks and used my new bank's switching service to transfer my direct debits and standing orders. One of my direct debits is to EDF for my electricity supply.

I've received today an unexpected bill from EDF for £186.45, claiming that I've failed to make my regular payment this month. I've checked both my old bank account and new bank account and there is no transaction detail showing such as a returned direct debit and also checked the lists of active direct debits on both my accounts, but can't find any reference to an active direct debit to EDF.

EDF now want the full bill amount paid via cash / card and my direct debit seems to have disappeared.

Is it worth complaining to EDF, or do I have no option but to pay the bill and try to create a new monthly direct debit for future bills.

Advice please! I aren't sure what my rights are, or what I should do!

No you dont complain to EDF... the fault isnt with them....

the fault is with the bank switching service,,,, which is meant to be hassle free... google bank switching reviews, and you will see it rarely goes straightforward....

complain to both your banks..... you old bank shouldve passed the details to the new bank, they will say they did, thats why you complain to both.

jalexa

jlanky81 wrote: »

Is it worth complaining to EDF...

Well at this stage its impossible to say which of the 3 parties (old bank, new bank or Edf) fouled up, but given that it is Edf that is making it an issue, I would start with Edf. (Edit: just seen the previous (and next) replies and I disagree).

The bank account transfer process is "supposed" to be seamless but my experience is I have never had 100% seamless transfer when undertaken by the bank. (I now do a manual switch of DDs etc when I switch accounts).

Personally I would turn the tables on Edf via their Complaints process. Allege they have failed to implement the direct debit transfer as advised by the banking system via BACS. Demand that account activity is suspended pending the complaint outcome. Notwithstanding what the previous poster says, IMHO Edf failure is most likely because it is the place where "manual" intervention is probably required - and it is easily seen in this Forum that Edf customer service is (currently) "dysfunctional".

In parallel I would invite both banks to offer their explanation for the failure of the process to be "seamless". See what they say. There may well be compo there if you can make a failure stick.

Mikeyorks

jlanky81 wrote: »

Is it worth complaining to EDF

If there is no active DD Mandate showing on either your old / new bank accounts ....... complaining to EDF isn't going to get far? They will have applied (assuming there was a mandate up to the point you used the switching service) from their DD system and received a rejection. I'm unsure how your Bank handles that, to yourself, but if it happened to me the only indication I would have is more money in the account than expected.

If you can work out where the black hole lies - complain to the appropriate Bank. But you have no 'rights' as far as EDF are concerned ....... you simply haven't paid them as promised? If you ring them - they will set up a DD, from the 'phone call, onto the new account via AUDDIS.

2johnies

two of my direct debit werent charged...bank charged me £60.00. I am absolutely gutted....i even went to the bank but they wont return it..anything anyone will recommend?

jalexa

2johnies wrote: »

two of my direct debit werent charged...bank charged me £60.00. I am absolutely gutted....i even went to the bank but they wont return it..anything anyone will recommend?

Well yes. The only reply you ever need to accept from a bank is the "final response" letter to a complaint, at which point you are entitled to take the issue to the Financial Ombudsman Service. *That* would cost you nothing but the bank would incur a £500 case fee, win or lose. The bank would be stupid not to pay up. Unfortunately I cannot say the bank is not stupid.

Anyway that is the general process. I have no knowledge why *your* transfer failed. Only a complaint will establish the banks' explanations.

It is an "unspoken secret" that the account transfer process is "flawed" on Direct Debit because to "work" it requires the Originator's compliance. While it is easy to believe that *all* Originators received the appropriate BACS message code, what they make of it and how they respond unfortunately is very variable.