123 Active direct debits

arsenalboy · 27 September 2016 at 2:04PM

Advice please.

I have been running a 123 a/c for a couple of years with the full 20k and have always received the interest and cashback each month because I have ticked all the boxes.

Over the last month I have been spring cleaning direct debits due to BOS requirements.

So at beginning of my monthly a/c period I had 3 active dd's, during the period I closed 2 of them but added another, so at the end of the charging period I had 2 active dd's. During the charging period 4 dd payments hit the account. Funding requirement was also met.

The effect of this is that they have not paid me my £50 interest or circa £6 cashback.

I queried this by secure messaging and got a reply that said I had only added the second direct debit during the month.
I replied and said but there were 3 at the beginning and 2 active at the end.
They have replied and said there were 2 days during the month when there was only one, which is true.

I have looked at general terms and specific terms online. The only reference I can see is that you "must have 2 active dd's". There is no mention anywhere that they must be in place for each day of the month.

Before I go back for a third time, have I missed anything?

Freecall · 8 October 2016 at 10:37AM

Yes you have.

They are a mega-institution whereas you are just a simple punter.

You have the ability to write a detailed letter querying the finer points of their T's&C's. They have the ability to produce a standard reply along the lines of :-

'We thank you for you message but unfortunately...... etc ... please do not respond to this message as this is an automated reply and this mailbox is unattended.'

Apart from that, what you say makes sense to me.

polymaff · 9 October 2016 at 12:32PM

arsenalboy wrote: »

The only reference I can see is that you "must have 2 active dd's". There is no mention anywhere that they must be in place for each day of the month.

But you agree that, for a period, you didn't. Make sure that you overlap when you're changing DDs in future - and move on.

molerat · 9 October 2016 at 3:02PM

I would raise a formal complaint. Their T&Cs only specify that there is to be 2 active DDs in place. It does not mention they have to be in place for the whole of the charging period. I had a few days with only one DD in place and interest and cash back was paid. The only reason that I would imagine not being paid would be if the rules were not met on the statement date.