Green Star Energy cancelled Direct Debit

chadlebowski

Hi,

I switched banks in February, without a hitch, all payments etc transferred.

I am supplied gas and electricity by Green Star Energy. The DD to them was switched, but cancelled the following month. I have just received the latest (biannual) bill, which is in arrears, as the monthly payment hasn't been taken from my bank.

I called customer service, who advised that "the payer reference was not unique" and said that they aren't able to cancel DDs, and that it was done by the bank.

So I called the bank, (TSB, 10/10 btw) who checked their system. If the DD was cancelled by the customer, or by the bank, there would be a note on the file, and in this case, there was not.

I am drafting an email back to Green Star customer service, saying that this is unfair, as I received no notification that the DD was cancelled. They have all my correct contact details. I am asking them to write-off the £230 outstanding (wishful thinking). I will also settle for a reduction.

Am I wasting my time? What are my rights? Is it entirely my responsibility to check monthly statements to make sure all payments are being made? Lastly, can I threaten them with anything (or rather the poor person in customer service, while the manager drives the bentley to the country club). And their response time to email is atrocious (over four weeks); is there a length of time I can say I expect a response in? I would phone them but it's like talking to a brick wall.

Thanks all!

scoly

chadlebowski wrote: »

Hi,

I switched banks in February, without a hitch, all payments etc transferred.

I am supplied gas and electricity by Green Star Energy. The DD to them was switched, but cancelled the following month. I have just received the latest (biannual) bill, which is in arrears, as the monthly payment hasn't been taken from my bank.

I called customer service, who advised that "the payer reference was not unique" and said that they aren't able to cancel DDs, and that it was done by the bank.

So I called the bank, (TSB, 10/10 btw) who checked their system. If the DD was cancelled by the customer, or by the bank, there would be a note on the file, and in this case, there was not.

I am drafting an email back to Green Star customer service, saying that this is unfair, as I received no notification that the DD was cancelled. They have all my correct contact details. I am asking them to write-off the £230 outstanding (wishful thinking). I will also settle for a reduction.

Am I wasting my time? What are my rights? Is it entirely my responsibility to check monthly statements to make sure all payments are being made? Lastly, can I threaten them with anything (or rather the poor person in customer service, while the manager drives the bentley to the country club). And their response time to email is atrocious (over four weeks); is there a length of time I can say I expect a response in? I would phone them but it's like talking to a brick wall.

Thanks all!

Make a formal complaint to your bank.

I find that many front line bank staff do not undersatand the full details of the DD process, but I can assure you there will be evidence available to the bank as to why your DDI was cancelled.

Your complaint to the bank should simply be that a DDI that you had in favour of Green Star Energy was cancelled without authority ... and see what evidence they then come back with to reject your complaint.


Btw, yes you really should check all statements (from whatever source) as you receive them and alert any suspected errors/anything you do not agree with as soon as possible.


Where a service provided is covered by an ombudsman service (e.g. financial, energy, communications, etc) the usual period the supplier has to respond and resolve a complaint filed is 8 weeks.