Direct Debit Guarantee

arcon5

Have you actually phoned them to fin out why they are taking an incorrect amount out?

Iamnothappy

My provider say they have not breached the DD Guarantee.

You will not believe this. Last week, for the package, the company informed me that they would be taking £26 from my account, today I discovered that they in fact took £37.

gb12345

Iamnothappy wrote: »

My provider say they have not breached the DD Guarantee.

You will not believe this. Last week, for the package, the company informed me that they would be taking £26 from my account, today I discovered that they in fact took £37.

When I posted my original reply, I didn't consider whether you were actually on DD when you got the bill, so sorry about that.

When you say provider I assume that you mean the company taking the debit. If this is the case then ask them to confirm to you when they advised you of their intention to debit £37.

If they have taken an amount and not advised you of how much they are going to take then they have breached the Guarantee.

However, what you haven't told us is whether you actually owe them the £37. If you do then then you will have to pay them eventually, so getting your bank to claw back the money is probably a waste of time - although if you have incurred bank charges due to them taking the higher amount, you could have good grounds to complain to them.

If you don't owe the £37, then definitely get on to your bank and raise a complaint through the guarantee scheme.

gb12345

One additional thing that I've just noticed that doesn't make sense - in your original post you say that they tried to take an amount over 10 times the cost of the broadband call package. Yet in the later post you say that they informed you that they would be taking £26 (and actually took £37).

Was there a previous failed debit attempt for a much higher amount?

arcon5

Right... you received a bill for £26 after which you added services to your account... several weeks later the DD is called and the DD includes the cost of these additional services. They despite not notifying you, am I correct in saying the amount is legitimate..? But you have simply not planned for the increased bill and trying to find a technicality to re-claw the money..?

Failed DDs can incur charges with some companies so be prepared for a fight if they do.

Iamnothappy

Yes, there was a failed DD for a much higher amount

arcon5

As in a second one? How much for?

You're not being clear here.... as £37 from £27 isn't really much higher

gb12345

OK, so the company applied for a DD for a higher amount, which failed (presumably due to lack of funds). Have they told you how they came up with that amount and have they told you when they advised you that they would be debiting that amount? Did you incur charges due to them attempting to debit this payment?

The company then applied for (and took?) a debit for £37 when you were only expecting them to take £26. Again have you asked them how they came up with the higher amount and when they advised you they would be debiting it?

You need to get in touch with the provider and ask them to advise you exactly how much you owe them and how they have come up with this figure. Also ask them to confirm to you how and when they advised you that they would be making these debits as they are required to do under the Direct Debit Guarantee.

If you have been charged due to their unauthorised debits then it is definitely worth formally complaining to them and seeking reimbursement of the charges you have incurred due to their actions.

peachyprice

I think OP means he had an outstanding bill (probably quarterly) for say £200 from before the DD was set up that has been taken by DD. His DD amount going forward should be £27 per month but they have now taken £37. Maybe.

Iamnothappy

peachyprice: We are in the same ball park