MSE News: TSB customers STILL unable to use online banking after weekend upgrade

soulsaver

DD & DC bonuses received today, which is the important bit ... but not shown with usual 'DD Reward' description... and no email notification yet.

AirlieBird

wizzywig27 wrote: »

Point 1) Please provide me a link that states direct debits should be cancelled giving notice?

A DD taken on the Monday would have been processed and the payment validated on the Friday. Cancelling it on a Sunday would have no effect on the payment being taken as it had already passed the stage where it checked if there was a valid mandate in place.

Yorkshire_Pud

AirlieBird wrote: »

A DD taken on the Monday would have been processed and the payment validated on the Friday. Cancelling it on a Sunday would have no effect on the payment being taken as it had already passed the stage where it checked if there was a valid mandate in place.

Yes that is how it works! Not everyone is able to accept this fact though:)

molerat

I do remember many years ago I looked at my account and saw the last DD had gone out and cancelled the mandate. The bank recalled the payment that had gone out that morning.

wizzywig27

Yorkshire_Pud wrote: »

Yes that is how it works! Not everyone is able to accept this fact though:)

I can accept that direct debits are processed a day or two before, agreeing to it is another thing

In my opinion, if there option is there to cancel it, and you cancel it with no messages to advise otherwise, as far as I am concerned it is cancelled

wizzywig27

molerat wrote: »

I do remember many years ago I looked at my account and saw the last DD had gone out and cancelled the mandate. The bank recalled the payment that had gone out that morning.

Exactly, as I mentioned before, if the option is in the app to cancel it, and I click to cancel it, and I get notification that it has been cancelled, and it disappears from my list of direct debits then why would I think otherwise?

ValiantSon

wizzywig27 wrote: »

Point 1) Please provide me a link that states direct debits should be cancelled giving notice?

I don't need to. As I said, direct debits are claimed before the due date, and as you only tried to cancel on the Sunday before the Monday on which it was due, you could not expect that the direct debit would not be paid.

wizzywig27 wrote: »

Point 2) yes they would, and I have

No they wouldn't.

wizzywig27 wrote: »

Point 3) I didnt rely on it, I cancelled the DD, thats the end of it. But, lets just say I was relying on it, then is it fair for them to provide it for 6 months, then because of their balls up, it stops working, then they just say oh well, its not something we offer, its just an 'added extra'? No doubt you will disagree, but in Pests words 'no customer will be out of pocket'

You did rely on it.

Yes, it is entirely fair as they never guarantee to provide the alerts in time.

You are out of pocket because you failed to manage your acount properly, not because of TSB's IT problems. It is your error; try taking some responsibiity for your own mistakes.

wizzywig27 wrote: »

Point 4) Strange point this, as TSB classed it as a bank error, gave me the £15 back, stopped the charge and gave me £18 in calls, so looks like they dont blame me!

Did they actually use the words, "It is our error," in a formal written response to your complaint? If not then they haven't admitted to making an error. They have made an ex gratia payment.

wizzywig27

They said it!!!8217;s a banking error, therefore I have upheld your complaint. Not had the letter yet and don!!!8217;t expect it for some time.

Regarding the pathetic comment regarding managing my account, isnt that what I did, by cancelling the direct debit? If they provided a more reliable service I wouldnt have moved all my money out to an alternative account.

And I never relied on any text as the direct debit had been CANCELLED! therefore I never expected any text message.

You really are clutching on to a very weak argument, which seems the norm hiding by your previous posts - you do love going against the grain dont you, trying to troll people

wizzywig27

Oh, and please don!!!8217;t call me a liar. There are times I have spoken to a bank to cancel a direct debit and they!!!8217;ve advised me that the direct debit may still leave my account.

Id love to know where you get all your experience from with banking processes and procedures

ValiantSon

wizzywig27 wrote: »

Regarding the pathetic comment regarding managing my account, isnt that what I did, by cancelling the direct debit? If they provided a more reliable service I wouldnt have moved all my money out to an alternative account.

It isn't a pathetic comment just because you don't like it.

No, you didn't manage your account appropriately because, as I and several others have pointed out, you tried to cancel the direct debit the day before it was due (and on a Sunday!) which is after the payment would have been authorised.

Your lack of understanding is your fault, not mine, nor the bank's.

wizzywig27 wrote: »

And I never relied on any text as the direct debit had been CANCELLED! therefore I never expected any text message.

Yes you did! You have complained that you didn't receive a text alert! Don't you even read your own posts?

wizzywig27 wrote: »

Another point I made was that if their text message service was working (they advised it wasnt) - it would then of at least provided me with the opportunity to put the money in and avoid charges

https://forums.moneysavingexpert.com/discussion/5833425/mse-news-tsb-customers-still-unable-to-use-online-banking-after-weekend-upgrade&page=18#342

You did cancel it, but too late for that payment not to go through. :wall:

wizzywig27 wrote: »

You really are clutching on to a very weak argument, which seems the norm hiding by your previous posts - you do love going against the grain dont you, trying to troll people

:rotfl:

My argument isn't weak as it is based on the facts of how a direct debit works.

Somebody disagreeing with you doesn't make them a troll. Do grow up.