Southern Water not collecting Direct Debits?

chrissyfp1

Hi, I'm trying to sort this problem out for my step dad as he's going into hospital. Now I'm really confused as to who's at fault.


He received a phone call from Southern Water on 6th January saying that his account was in debt of £416 and that his bank had 'rejected the direct debit' and it had been cancelled. He questioned the amount with Southern Water and they said that his last 18 monthly direct debits haven't been paid. They actually said to me today that the bank had 'reclaimed' them all at the beginning of January.


My step dad then phoned the bank on 6th January to ask what was going on. The bank said that their system shows that the direct debit was cancelled by the company on 3rd Sept 2014.


Every statement from Southern Water has shown the direct debits being paid and his account in credit. They showed amended amounts, ie payments reducing as he was overpaying. He has never received any letters from the bank or Southern Water saying that his DD has been cancelled or rejected. He has not cancelled the DD either.


He looked at his bank statements and there actually haven't been any direct debits taken, even though Southern Water say they have been taken and then all recalled by the bank in January. The lady on the phone at Southern Water also stated that they wouldn't have cancelled the Direct Debit as only the bank or the customer can.


My step dad has never been in debt and is now very worried about it. He has set up a standing order to Southern Water to pay the debt off.
I'm wondering if anyone could make sense of how this could've happened. Basically he wants me to write a letter of complaint and I'm so confused by it I don't know where to start.


Many thanks in advance of any help. :0)

matelodave

If the money wasn't coming out of the bank then surely the statements would have shown that and his account would have been £400 in credit - does he not check his bank account?

Cardew

Contact the Consumer Council For Water:


http://www.ccwater.org.uk/


A phone call will suffice!

chrissyfp1

matelodave wrote: »

If the money wasn't coming out of the bank then surely the statements would have shown that and his account would have been £400 in credit - does he not check his bank account?

Yes he does check his statements but clearly just skims them for card payments etc. He has learnt not to skim them now though.



As I said he's never had a debt and as he's been paying DD for years before this, he just didn't notice. If he had noticed he would have sorted it out straight away. As he has immediately tried to sort it out now by setting up a standing order to repay the money.

chrissyfp1

Cardew wrote: »

Contact the Consumer Council For Water:


http://www.ccwater.org.uk/


A phone call will suffice!

Will they be able to find out who was at fault? The website says I have to complain to the water company first.

Cardew

chrissyfp1 wrote: »

Will they be able to find out who was at fault? The website says I have to complain to the water company first.

If he has statements from the water company showing that his DD have been credited each month, and this followed by a phone call saying he is £416 in debt; then the water company are clearly in the wrong.


The Bank is wrong in saying that the water company cancelled the DD. They can't, but they can of course collect nothing each month.


The water company clearly need to offer an explanation, an apology and an assurance that a 'black mark' has not been placed against his credit record.