Vodafone vs TSB

HO10

Hi!
I'm looking for some advice....


Back in November I opened a new account with TSB. It offered £125 cash back when £500 was deposited and two direct debits transferred to it. I put the money in and called Vodafone to transfer one of the two direct debits required (the other direct debit went though successfully). However my £125 never came.


TSB say that they never received any communication from Vodafone and as far as they're concerned the direct debit was never changed to them and consequently I had not fulfilled the criteria for the cash back.


I have spent hours upon hours on the phone to Vodafone over the past couple of days and have been told that they tried to process my direct debit twice in December however it was returned with the reason given as "no instruction" for which they blame the bank. (They did not notify me of this at the time).
I have now arranged the direct debit with Vodafone again and received a confirmation email (which I never had first time around)


I strongly suspect that Vodafone did not set up the direct debit properly when initially instructed and because of their error I have lost out on £125.
I have spent hour after frustrating hour on the phone and live chat to Vodafone and have visited them in store today but am only being passed from service to service where no one seems to have the ability to help.


Can anyone offer any advice? Do I stand any chance of receiving any compensation for this?
Thanks!

colsten

Vodafone have a massive problem with DD changes. There was a thread about this the other day on this board. Have a look at the suggestions made in it.

grumbler

HO10 wrote: »

TSB say that they never received any communication from Vodafone and as far as they're concerned the direct debit was never changed to them and consequently I had not fulfilled the criteria for the cash back.

IMO they are absolutely right. One must be very naive to rely on shambolic incompetent Vodafone and not to double-check everything himself.

A similar thread: Direct debit problem - Santander and Vodafone blaming each other

You should have transferred the DD to the transferred account before the switching it. In this case TSB would be liable for everything under the switch guarantee.

Do I stand any chance of receiving any compensation for this?

Do you have a bill saying that the payment will be collected by a DD from the new account? I guess not.

EarthBoy

I think you must have misunderstood the offer. I'm sure the £125 was only available if you switched a current account from elsewhere to TSB, not just for opening an account with them.

Using the Current Account Switch Service (CASS) would have closed your old account and automatically transferred any direct debits. You shouldn't have needed to ring Vodafone to transfer it manually.

If you didn't use the CASS, then you won't get the joining bonus.

HO10

Earthboy - Thank you for your reply. I'm sorry, I wasn't clear, I did use their switching service but as there were not direct debits in the account I was switching from I had to do them manually. TSB have confirmed that if the other DD had gone in they would have aid the £125. My husband also did exactly the same as me (only Vodafone did transfer his DD) and he has received his money.


Colsten - Thank you, I shall have a read through this.


Grumbler - I received a text on 14/12/15 with my bill and saying that they would take payment on 22/15/15. The dates they claim to have tried to take payment were the 19/12/15 and 25/12/15. I now know never to trust Vodafone with this kind of issue again, but at the time having verbally instructed them to change the DD would expect this to be implemented.

grumbler

HO10 wrote: »

... I now know never to trust Vodafone with this kind of issue again, ...

This kind only? Stop being naive. Never trust them with anything.

YorkshireBoy

From memory (it was discussed* at length on here), the incentive T&Cs didn't place a timescale on "registering" the DDs. So keep at it (ie with Vodafone) and maybe TSB will show you some goodwill.

* The T&Cs were ambiguous, in that they said, to paraphrase..."switch within 28 days and register a minimum of 2 direct debits".

HO10

Grumbler - Point taken : )

kpearsoncj

vodafone are turd !