Switching banks? Watch out if you have direct debits with these companies...

ic

I've just switched from Santander to Coop (thanks to the £200 incentive they had). I've so far had two companies that failed to collect direct debits after acknowledging the switch - in speaking to both about it, its "because of the way the system works". There is risk that people's bills can go unpaid meaning that they might be charged fees for missed or late payment, and it may also go on their credit record depending on what bill it was.

I kept my old current account open, with money in it, just in-case some direct debits didn't switch.

I thought perhaps we should name and shame the companies that do this, so that people in the future know which bills to keep an eye on as they go through this process.

• O2 - change of direct debit automatically cancelled previous due payment against old current account. Direct debit was set up correctly for future payments. I received an automated call on the day the payment was due, was able to make a credit card payment there and then and then spoke with an agent who apologised for the inconvenience and admitted their system wasn't great.
  
• Virgin Media - change of direct debit was confirmed in writing, but a due payment against my old current account account was cancelled. First I learned was when I checked the next bill and saw it had doubled in amount and a £10 late payment fee had been applied. Customer service rep was convinced this was normal and perfectly appropriate. He didn't argue in removing it, but in no way acknowledged it was a problem at their end. He said this happened to all their customers and they were required to call up to get the account adjusted.
  
• EDF Energy - failed to complete the switch at all and they continued to take money from my old current account - I had to ring them and do it.

What are your experiences?

Scudlink

I'm the same as you: Santander to Co-op.

Just had the same problem with Barclaycard. The direct debit payment coming out actually showed in my Coop account online, now the transaction has disappeared. Had more than enough money in both Co-op and Santander to cover the payment. Since Co-op confirmed that all DD's had transferred over, I noticed that they have automatically been cancelled at Santander.

Now had a £25 default charge from Barclaycard.

Can't seem to contact Co-op, the 08457 212 212 number is simply an automated account balance/transfer service and you can't actually speak to anyone. Looks like I'll have to wait until Monday to try and sort this mess out.

Not impressed so far.

jollyme

I have just rung the 08457 212 212 number to query an item - managed to speak to a person and very helpful they were too. If only I could remember which option I selected .... I know I had two sets of options to select but it was OK the options I was offered lead me through what I wanted no problem

JacksterD

Scudlink wrote: »

I'm the same as you: Santander to Co-op.

Just had the same problem with Barclaycard. The direct debit payment coming out actually showed in my Coop account online, now the transaction has disappeared. Had more than enough money in both Co-op and Santander to cover the payment. Since Co-op confirmed that all DD's had transferred over, I noticed that they have automatically been cancelled at Santander.

Now had a £25 default charge from Barclaycard.

Can't seem to contact Co-op, the 08457 212 212 number is simply an automated account balance/transfer service and you can't actually speak to anyone. Looks like I'll have to wait until Monday to try and sort this mess out.

Not impressed so far.

I don't know what menu options you chose, but that number will definitely take you to a real person - and they're open 24/7. I even phoned them on Christmas morning once!

Hazzanet

When you call the customer service line, just hit '#' when the machine answers and asks for your account number.

Straight though to a human.

System

ic wrote: »

I've so far had two companies that failed to collect direct debits after acknowledging the switch - in speaking to both about it, its "because of the way the system works".

Wrong, of course. Muck-ups occur because some companies can't be bothered to train their staff to operate the direct debit switching procedure correctly. BACS spells it out here:
http://www.bacs.co.uk/Bacs/SiteCollectionDocuments/Account_switching_efficiency_guide.pdf

gl196

Vodafone screwed up my direct debit switch from hsbc to santander