Anyone else having problems with Santander and Direct Debits?

pb3

Morning all,

I have a Santander zero credit card, and have a direct debit setup to pay the minimum payment each month. Like some other CC companies Santander take the DD irrespective of whether the balance has been paid off, meaning that the account goes into credit if I pay the balance off in full. I have always gotten around this by paying off the balance minus the minimum account.

A few months back I noticed I had been charged interest on my statement. I rung Santander up and they refunded the interest straight away - quoting "issues with direct debits".

Yesterday I noticed the same thing had occurred. I rung Santander again and the customer service agent refunded the interest, but seemed nonplused as to why the DD had not been taken. The last statement clearly states that a DD for the minimum amount would be taken on the due date. And yes - there were funds in my account

Worryingly the agent was unable to tell why the DD had not been taken and whether the problem could continue to occur.

Just checking whether any else has similar problems? I guess this underlines the fact that you should always check your statements!

I wish all the CC companies operate like Barclaycard where the minimum payment is only taken by DD if the balance isn't paid off within a certain time window.

Drp8713

I pay off my vanquis card just after the statement date as i dont trust them to take the direct debit in full, although it does show its there on my santander online banking. My other santander DD's have always been taken fine

Have you tried moving the DD date to a few days after the statement date? That way you will know well in advance of the payment due date if its been taken.

Gizmo247

How close to the payment date are you paying?

Perhaps they have moved the Nationwide model where:

- If you pay more than the DD minimum 7 days before the payment date then the DD is not actioned.
- If you pay less than the DD minimum 7 days before the payment date then the difference is taken via DD to ensure you are still paying the minimum.
- If you pay less than 7 days before the payment date then the minimum DD is taken anyway.

pb3

Drp8713 wrote: »

I pay off my vanquis card just after the statement date as i dont trust them to take the direct debit in full, although it does show its there on my santander online banking. My other santander DD's have always been taken fine

Have you tried moving the DD date to a few days after the statement date? That way you will know well in advance of the payment due date if its been taken.

I haven't messed around with the DD since it was setup by Santander automatically. It takes the payment (when it has a mind to) on the payment due date.

My understanding is that these things are all IT driven and automated, so I'm somewhat surprised this is happening. This is similar to my other credit card DDs.

pb3

Gizmo247 wrote: »

How close to the payment date are you paying?

Perhaps they have moved the Nationwide model where:

- If you pay more than the DD minimum 7 days before the payment date then the DD is not actioned.
- If you pay less than the DD minimum 7 days before the payment date then the difference is taken via DD to ensure you are still paying the minimum.
- If you pay less than 7 days before the payment date then the minimum DD is taken anyway.

You may have something there - as this is the only explanation I can think of that matches the behaviour.

I usually pay the statement off in full (minus the DD amount) more or less right after I receive the statement. So I am well outside 7 days before the payment date.

However i would have thought they would have informed their customers and customer service agents if they had made such a change? Nothing to this effect is mentioned on the statement either.

I'll try paying the balance in full next time around and see whether the DD puts me into a credit balance.