Lloyds TSB Refuse Direct Debit Refund

stomanek

I noticed a debit of 26 GBP recently - taken by 3 Mobile - I didn't take out a DD with Three Mobile!
First I cancelled the DD online.
I informed LLoyds TSB by phone and requested a refund. They said that because I cancelled the DD already they could not refund and gave me the originator's ref no plus Three contact details and I will have to chase it up myself.
Is this correct? Surely I am covered under the DD guarantee and entitled to a refund?

pcombo

Did you have a contract with three?

opinions4u

They are talking rubbish. Complain.

How did 3 get your sort code and account number?

stomanek

opinions4u wrote: »

They are talking rubbish. Complain.

How did 3 get your sort code and account number?

I never have my bank details to Three - ever - I did pay for a Three mobile dongle using my debit card - but that was pay as you go and I never signed up to anything or gave my bank account info.
My bank details are available online on my website - I run a mail order business and some customers pay me by wire.

opinions4u

stomanek wrote: »

I never have my bank details to Three - ever - I did pay for a Three mobile dongle using my debit card - but that was pay as you go and I never signed up to anything or gave my bank account info.
My bank details are available online on my website - I run a mail order business and some customers pay me by wire.

Sounds like fraud to me.

Either way, your bank should be refunding now.

stomanek

opinions4u wrote: »

Sounds like fraud to me.

Either way, your bank should be refunding now.

I am going to go back to Lloyds TSB and quote the DD guarantee. It does not say anywhere that if you cancel an unauthorised DD you cannot get a refund.
I need to threaten though - is it the Financial Services Ombudsman?
BTW - the girl from Lloyds TSB refunsed to give me her surname!

MME_2

Just phone again, it's likely you just got some jobsworth. If the same happens, ask to speak to a supervisor.

YorkshireBoy

stomanek wrote: »

I need to threaten though - is it the Financial Services Ombudsman?

Ultimately, yes. However, your first port of call is a formal complaint...

http://www.lloydstsb.com/contact_us/complaints_procedure.asp

BTW - the girl from Lloyds TSB refunsed to give me her surname!

As is normally the case...and understandable. An extension number/department will usually suffice in place of a surname (for me anyway).

notts_phil

They were just fobbing you off

stomanek

notts_phil wrote: »

They were just fobbing you off

Obviously if they refund me direct they lose out.
If I have to chase Three like an idiot it will not cost Lloyds TSB a penny.
Great strategy.

YorkshireBoy

stomanek wrote: »

Obviously if they refund me direct they lose out.

Whilst they may incur some resource cost (but very little being as it's largely automated I would imagine), they won't lose out financially (to the value of the amount refunded) because they will then claim that amount from the DD originator under the direct debit indemnity scheme.