Barclays Took Payment after Loan paid off

Dee1980

I wonder if someone could give me some advice. We has a secured loan which we paid off in May due to moving house.
The next month I noticed that they had taken another payment - Partly my fault for not checking the DD was cancelled
Since then I have had a nightmare trying to get this money back. I have made numerous phonecalls, letters and been promised that the money would arrive on numerous occasions.
I was told the money was sent to my old address, I went back 3 times and it hadn't (there was no one else living there)
I then made sure they had the right address but the money still didn't arrive. I recontacted again and I was told they would give me £50 compensation for the mix up and refund the money to my original method of payment. That didn't arrive... I recontacted again and they upped that to £100 and told me this would be done by CHAPS that day, it still didn't arrive.
About 7 days later the £100 went to my account. I was told that the other refund would take a few more days as they had to start the process again - why I don't know. This was nearly a month ago and still no money.
I dont know what else to do, I am sick of ringing them as surely I owed them this money they would certainly be sending me CCJ letters by now! Can anyone help
Apologies if this post is in the wrong place - couldn't see where else to put it

browneyedbazzi

Put your complaint in writing to the bank - send them a letter explaining what happened along with the shoddy handling of the refund process. Once a complaint is received in writing they have set time scales for responding and resolving the problem - if they still don't sort the problem out you'll have an option to lodge a complaint to the financial ombudsman....that usually motivates them to sort it out (ombudsman services are free to consumers but it will cost the bank so it is in their interest to sort it out without you going to the ombudsman).

unholyangel

How much are they still due you? (not including compensation as theres technically no entitlement to this, only entitlement is for the actual overpayment).

Didnt you just reverse the direct debit using the DD guarantee? Usually a straightforward process.

bod1467

I think the problem is that people in general don't know enough about how DDs work.

Dee1980

Hi The payment is £215
I have already wrote them a letter and they responded with the offer of compensation for the delay, as above
You are right I didnt know you could reverse the DD else I would have just done that straight away.

unholyangel

Dee1980 wrote: »

Hi The payment is £215
I have already wrote them a letter and they responded with the offer of compensation for the delay, as above
You are right I didnt know you could reverse the DD else I would have just done that straight away.

Speak to your bank and see if its still possible. Cant hurt to ask.

Whatever happened to companies having to read/give you a statutory paragraph when setting up a DD? Used to get it all the time but thinking about it, havent had it in years! Used to sign a mandate in person or have it read out to you when setting up over the phone. Pretty sure that used to include details about being able to reverse the payment if there were any errors etc.

agrinnall

Dee1980 wrote: »

Hi The payment is £215
I have already wrote them a letter and they responded with the offer of compensation for the delay, as above
You are right I didnt know you could reverse the DD else I would have just done that straight away.

Of course, the fact that you don't know about the DD guarantee is no reason why the bank shouldn't have suggested it to you. I would include that as part of your complaint.

Mersey_2

The same thing happened to myself with NatWest about 5 years ago.

Mine was set up as a Standing Order; but, they made the same mistake.

After I complained, I received the monies recredited to my current account, together with interest, as well as a £20 payment by way of apology.