icesave have lost my parents 6k by direct debit urgent help needed

tripled

Bacs and direct debit are not the same.

A direct debit is used to collect payments, ie the receiving bank requests the money be transferred to it. Direct debit is only usually used in reverse to refund overpayments (such to as a utility).

A bank transfer is used when you want to send money from the originating bank to the receiving bank. This would not be covered under the direct debit guarantee.

An example would be:

I have a current account and a credit card. If I want to make a payment to the credit card I have two options:

I can go to the credit card company's website and request they take a payment from my current account. This would be done by direct debit.

I can go to by bank's website and request they send the money to the credit card. This would be done by bank transfer not direct debit, so would not be covered under the direct debit guarantee.

MarkyMarkD

BACS and direct debit aren't similar, at all.

There is a similar system to direct debit, called direct credit, which is used most commonly for salary payments. But they are completely different, and work in a completely different way, to BACS payments.

Tripled is completely correct.

Anyway, that's by the by. If Icesave incorrectly registered a 9 digit account number, they have a serious systems error as such a DD is never going to work and it's pretty obvious that the customer has made a mistake in inputting their account details.

Icesave should, as I said before, expedite the trace of the incorrect BACS payment and retrieve the funds. But, until the funds come back, it's still not their fault it went to the wrong place in the first place. All they did was allow the OP's Dad to make a mistake when transferring funds, which almost any bank will let you do (just not in a way which involves providing an account number with too many digits).

chardonnay_2

jobbingmusician wrote: »

Banking ombudsman?

thanks, but unfortunately they cannot get involved until the bank have exhausted their complaints procedure (now at the half way stage)

markymarkd - i know payments sent to another account are normally bac but icesave insist they are d/d and have sent my dad a letter confirming this & the incorrect account details and at the bottom the d/d guarantee

i just feel icesave have been unhelpful and done nothing to speed up sorting this matter out. a simple refund under the direct debit guarantee would have solved this weeks ago

Godders

chardonnay wrote: »

markymarkd - i know payments sent to another account are normally bac but icesave insist they are d/d and have sent my dad a letter confirming this & the incorrect account details and at the bottom the d/d guarantee

In that case Icesave are wrong - they cannot have done a Direct Debit out of your Dads account unless Cahoot requested the funds. No matter what they say or write to you with. It's just not how a direct debit works and they can't change that just on their own say so, my original post links the the DD site which details all of it.

Ask them to clarify things in writing - if they insist it's a direct debit then they must honour the DD guarantee. If they don't cover it under this guarantee then it is not a direct debit (which it's not). They cannot pick and choose their own definitions of things.

gelato_cat

... which says:

If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid

NOT "if you give us a random account number and your money gets sent there, we will take responsibility".

I think your dad's just going to have to wait while the investigations show where the money is and how it can be recovered. AFAIK if the money had gone into another person's account, that person has to agree to give it back...

Suze

chardonnay wrote:

i have seen a letter sent to my dad with the direct debit mandate to their cahoot account from icesave. this letter shows the account number having 9digits & at the bottom of said letter is the direct debit guarantee info.

rogue_element

Well I had a similar problem before, my step-dad set up a direct debit, but the account number was incorrect. I just contacted the bank my end and he contacted his bank. He had a copy of the wrong account number I believe, it was sorted out in about a week.

MarkyMarkD

No, no, no, rogue_element. Your step-dad did NOT set up a direct debit. He set up a standing order (which is a repeated BACS payment) or a BACS payment. Completely different.

But probably completely the same as the transaction involved in the OP's situation, which isn't a direct debit either.

steph25

MarkyMarkD....
What is with the attitude problem?
Why are you being so aggressive towards someone who has admitted the mistake but also knows the company are not helping with resolving it?

Also how do you know it was not a direct debit these two msers are talking about?
Were you standing over these people's shoulders watching their transactions and phone calls?
Standing orders do not take a week to change they can be changed instantly so it might have been a DD.

After reading some of your other posts i think maybe you should consider anger management. :rolleyes:

Anyway,
I wish you luck Chardonnay and hope this is all resolved asap.

MarkyMarkD

Steph,

As I and others have posted repeatedly, you can't use a direct debit which you've set up with Icesave to transfer money OUT of your Icesave account. A direct debit can only be used to CREDIT the account of the organisation which you set the DD up with.

I'm not being aggressive to the OP at all - I've pointed out that stropping off at Icesave and talking irrelevantly about the DD guarantee when a DD is not involved, isn't going to help them to get a speedy resolution to their issue.

I've said that Icesave should expedite resolving the issue:

Icesave should, as I said before, expedite the trace of the incorrect BACS payment and retrieve the funds. But, until the funds come back, it's still not their fault it went to the wrong place in the first place.

What more do you expect me to say?

As for your own comment:

Standing orders do not take a week to change they can be changed instantly so it might have been a DD.

Can you say that again in different words, so that it makes sense, please? Of course standing orders can be changed instantly (well, not quite, but let's not get into that) but what's that got to do with the OP's transaction being a DD?

steph25

As for your own comment:
Quote:
Standing orders do not take a week to change they can be changed instantly so it might have been a DD.

Can you say that again in different words, so that it makes sense, please? Of course standing orders can be changed instantly (well, not quite, but let's not get into that) but what's that got to do with the OP's transaction being a DD?

I mentioned standing orders in reply to YOU mentioning them here...

MarkyMarkD No, no, no, rogue_element. Your step-dad did NOT set up a direct debit. He set up a standing order (which is a repeated BACS payment) or a BACS payment. Completely different

If you actually read what you typed before you pressed submit then you might remember what you have put in you messages.

What i said made sense, you are now being difficult because someone has questioned what you have put.
It is a venting board...therefore people vent their fustrations about companies....:rolleyes:
So why start taking digs at people who come on here asking for advice?
The OP admitted straight away her father made a mistake but now feels that the company are being difficult in helping to sort it out, so is now asking for some help from us.
It's ok for you to be sharp and yes, aggressive in your comments but I point something out and get a sarky reply

Anyway.......as i said before I hope the OP gets everything sorted as it is a lot of money to lose.