Insane and urgent situation -- what are my rights?

Isolt

I posted some months ago about an issue with a company called Go Cardless. In brief, Go Cardless collect Direct Debit payments on behalf of various companies in the UK. They then SUPPOSEDLY forward these payments onto said companies.

When I moved into my current home I was instructed to sign up for a Direct Debit Mandate with Go Cardless to collect my rent on the 1st of each month. The first few payments went through smoothly.

In June, I suddenly had an email from Go Cardless saying the payment had failed. BUT...the payment had actually debited my bank account just fine.

What followed has been 6+ months of utter nonsense. As far as my bank is concerned, the payment went through, end of story. Just as all previous payments went through fine. However, Go Cardless have just dragged their feet for 6+ months. They've provided no evidence whatsoever to back up their claim that the funds weren't received.

To make matters worse they have now claimed that a payment from way back in January has suddenly been "charged back", so they've also taken these funds back off the rental company as well.

The final straw, today, is that Go Cardless emailed me and the rental company claiming they've spoken directly to my bank (Halifax). They claim my bank agrees with them and that the Direct Debit was never sent. They even include a screenshot of an email with the recipient's and sender's names blanked out, claiming that no payment was sent my end. This email supposedly comes from the Halifax.

I got straight on the phone to the Halifax. I was on the phone with them for a good 15 minutes. They say that no emails have been sent to anyone, nobody's discussed my account on the phone and that even if somebody did call in, they would not be able to discuss my account due to Data Protection. They claim they have absolutely no idea what is going on but that absolutely no emails have been sent. They implied that this must be a fake email. I explained that Go Cardless are a legitimate (I guess) company and that that I doubt they'd actually send me a fake email.

So now the rental company is accusing me of being 2 months in arrears. I've paid every month's rent on time though. They are refusing to acknowledge the fact that Go Cardless has provided no proof to date of whether the payment arrived or not (i.e. they've not provided the rental company with sight of their bank statements or anything). However, I've provided them with bank statements showing my payments leaving my account

I'm being treated almost like a criminal at this point.

I've already made a complaint via the Financial Ombudsman and they are giving Go Cardless 8 weeks to provide some answers.

What more would you suggest.

I am absolutely at my wit's end. This is awful. I've only ever paid rent by Standing Order or Bank Transfer before in previous homes and never, ever had an issue. It was the rental company who insisted I signed up with Go Cardless.

Who on earth is liable here and what can I do?

I'm FURIOUS

I went on Trustpilot and Review Centre and noticed there are other people whose money has been mysteriously "lost" by Go Cardless.

Isolt

I've made all subsequent payments since June just using normal bank transfers direct to the rental company, and again, no issues.

I would expect my payment history with the rental company to mean something, but clearly not.

glentoran99

You paid go cardless by DD then claim in back from your bank under the DD guarantee

Isolt

Bank said they can claim the money back if there was an issue such as wrong amount was claimed, I wasn't given enough notice etc. But where Go Cardless are flat out claiming they never received the payment there is nothing that my bank can do!

This is utterly ridiculous.

The_MoneySavingKid

Get print outs of the specific transaction going out and send to them. What other proof could they possibly ask for?

Isolt

They've had bank statements covering the entire month. Bank statement showing each individual transaction. They've had all this info for 5 months. They just receive the info. Go silent for a few weeks. Then come back and ask for yet more information, all the while refusing to provide any proof whatsoever from their end.

They can't be allowed to get away with this.

robatwork

Here's some people to write to:

https://beta.companieshouse.gov.uk/company/07495895/officers

Isolt

robatwork wrote: »

Here's some people to write to:

https://beta.companieshouse.gov.uk/company/07495895/officers

That is helpful. Thank you. The individual who is handling my complaint at Go Cardless has been making excuses for the past 5 months. He refuses to give anything beyond his first name (I requested a surname so that I have a point of contact for the Ombudsman and for any further legal action I might take against Go Cardless) and he says he can't give out his surname because he is not allowed to give out personal information. He refuses to even provide a job title or office phone number.

This is utterly ridiculous. I am amazed that the rental company are refusing to acknowledge how unacceptable this is.

zerog

You don't need the name of a random employee to make a complaint.

At this stage I would be taking them to court.

Deneb

http://www.telegraph.co.uk/finance/personalfinance/money-saving-tips/jessicainvestigates/10957255/How-to-contact-Jessica-Gorst-Williams-of-The-Telegraph.html


Although if you have already complained to the FOS this may not be an option.

Mr_Curious

I really do not see the point or any benefit of this kind of process. Is it not just adding a middle man (and paying for the pleasure)? Paying someone to pay your bills..? That is what my 'Bills' account is for.