Santander Credit Card - Direct Debit Issue

Tommyjw

So i have a Santander CC i am recently having problems with.

I come back after a long holiday and i've got a letter about a late payment, which was confusing, after the online service failing to making a direct payment i have since made a separate payment through the generic sort code and account number to pay it off.

I am unsure, and their messages are being very unhelpful, why my direct debit which has been set up for months was not used to pay off the balance

This forum wont let me post a URL of the image but my online account says:

Credit card details
Available to spend:
£x,xxx.xx
Direct Debit active:
Yes
Repayment option:
FULL PAYME - Amend Direct Debit

Direct debit set up.. to pay the full balance of my credit card, the debit card details are correct, i have money there (and a set overdraft should it need it) , Yet it wasnt done?

I now have a late credit card payment notification on my profile right as im about to go through the mortgage process

Is there something i am missing? Is there something else i am meant to do in order for my debit card to pay off the credit card balance other than this?

YorkshireBoy

When was the last time the credit card monthly payment was collected by direct debit?

Tommyjw

YorkshireBoy wrote: »

When was the last time the credit card monthly payment was collected by direct debit?

Up to about 3 months ago i had it set up to pay the minimum which was going fine, i then paid the balance of around £1000 or so, and because of that i changed the direct debit to instead pay the full balance now i could afford whatever small amount it would be.

The balance that it didnt take which is causing this problem is the first time i believe i've had a balance on the account since changing the details to paying off the full balance

YorkshireBoy

Is the direct debit instruction showing in your current account online area as active?

Did the statement (that wasn't paid by DD) say the payment would be collected by DD?

Tommyjw

Nothing showing on the page where my other DD are showing, though from memory i cant remember seeing it there when i've looked before and it was making the minimum payments,

The statement about the missed payment didnt say it was going to be paid by DD just that it needs to be paid, upon receipt of the first one i reconfirmed the direct debit on the relevant page and (though my mistake) thought that was it.

I have a direct debit instruction confirmation from last year when i set the card up, this states it will pay off the full amount, i then changed that some time ago and again changed it back to the full payment reasonably recently, i've never had it not paying off anything.

Candyapple

Tommyjw wrote: »

So i have a Santander CC i am recently having problems with.

I come back after a long holiday and i've got a letter about a late payment, which was confusing, after the online service failing to making a direct payment i have since made a separate payment through the generic sort code and account number to pay it off.

I am unsure, and their messages are being very unhelpful, why my direct debit which has been set up for months was not used to pay off the balance

This forum wont let me post a URL of the image but my online account says:

Credit card details
Available to spend:
£x,xxx.xx
Direct Debit active:
Yes
Repayment option:
FULL PAYME - Amend Direct Debit

Direct debit set up.. to pay the full balance of my credit card, the debit card details are correct, i have money there (and a set overdraft should it need it) , Yet it wasnt done?

I now have a late credit card payment notification on my profile right as im about to go through the mortgage process

Is there something i am missing? Is there something else i am meant to do in order for my debit card to pay off the credit card balance other than this?

Why do you keep mentioning your debit card? A direct debit relates to your bank details (account number and sort code) - it has nothing to do with your debit card.

What do you mean by 'after the online service failing to making a direct payment'? Why would you be making a payment if you were expecting the DD payment to be taken?

Tommyjw

I mention my debt card because the credit card summary shows i have a direct debit set up to pay the full balance of my credit card from my debit card every month..?

When i realised it was late i tried to make a payment through the online system where you input the card details to pay the credit card off from, which didn't work , instead doing it the other way around where i set uo the payment from my debit card account instead.

[Deleted User]

Tommyjw wrote: »

I mention my debt card because the credit card summary shows i have a direct debit set up to pay the full balance of my credit card from my debit card every month..?

The direct debit doesn't come from your debit card. It comes from your bank account.

Have you been putting in the wrong details?

Candyapple

Tommyjw wrote: »

I mention my debt card because the credit card summary shows i have a direct debit set up to pay the full balance of my credit card from my debit card every month..?

I'm pretty sure that's not right. Can you take a screenshot please?

Click 'PrtScn' button on your keyboard and then open up Microsoft Paint.

Click 'Ctrl' and 'V' button at the same time to paste the image.

Use the editing tools to delete any personal info (if any)

Save the image.

Go here to upload it: http://imgur.com/upload

Post the link here.

SensibleSally

I had the same issue.

- I had a direct debit set up from my Santander current account to pay off a Santander credit card.
- One month (May '17) I cancelled the direct debit because my current account wouldn't have enough balance to pay it off
- I manually paid off the minimum amount to not incur interest or a late payment fee, and set up the DD again over the phone a week later (I'd have enough balance again next month and after, it was just one month of having lower funds than usual)
- Next month (June) comes around, and I get charged for not paying off my credit card
- They tell me that it takes a month to set up and I have to make a manual payment (this is true, and my mistake, though I complained that this wasn't made clear to me on the phone and they waived it)
- Two months after that (August), the same things happens again (I didn't check in July, just assumed it'd be set up)
- I complain quite angrily on the phone, and they tell me the same thing - that it takes 1 - 2 months for the direct debit to activate
- I said it's been 3 months and everywhere (online banking, bank statements) states the Direct Debit is Active
- Speak to a person higher up who explains that the DD was set up on the credit card side and not the current account side - so there was no instruction to tell the current account to pay it - though the credit card account thinks there is one active.
- They waived the late fees again and gave me £30 as an apology

I'm going through the same thing again now with a different credit card, as I have used the "Amend Direct Debit" option on the online banking every month for about 4 months, and each month when it get's paid off, it hasn't been amended at all.

Rosepetal1701

Same thing happened to me and I emailed Santander. The answer is that if you make a manual payment they will not collect the DD that month! Unbelievable, isn't it? I made a payment as I wanted to reduce balance before going on holiday and e DD was set at minimum payment. As a result, the DD wasn't collected so I ended up actually being over my limit. I don't know of any other credit card that does this and it is not clear on their website or paperwork.