Tesco mobile cancelled my contract ?

JamieLee090

Hi guys new to the forum as really need some help on what to do here.

I had a pay monthly contract with Tesco for £18.09 per monthball the bills came out direct debit every month.

My bill came out today totalling £375.74

This was taken direct debit. Very shocked I spoke to Tesco customer services who told me my account had been cancelled due to a missed payment of £18.09 in August as the direct debit was rejected.

Payments for september and October were made by direct debit but the said as August payment was missed they've cancelled my contract and taken the full amount remaining months left etc.

I checked my account statement and saw 18.09 debited on the august 15th. What i didn't see was that it was returned the very same day. I wasn't aware of this until I just checked.

Should Tesco have not re tried the direct debit within 7 days (I know ee do this) rather than carry on taking me payments for September and October before cancelling my contract.

I did ask why they couldn't just add the apparent 18.09 missed payment onto my bill for September or October and taken it with that for example take £36 one of the months they said this wasn't possible despite the fact they took £375, direct debit when the agreed payment by direct debit is only £18.09

My question is could I reclaim this money if go and see my bank? As it's clearly more than what's been specified in the agreement and despite what Tesco said I haven't received a letter saying they will charge me this much due to an £18.09 missed payment.

I did ask if my account could be re connected the money refunded and I carry on with my £18.09 a month. They have said once an account is cancelled that's it.

I'm now left £375 down with a new born baby an little money to last rest of the month.

Any advice guys. Will my bank help me?

Thanks

pmduk

Why would your bank help you? Ask Tesco Mobile when the default notice was issued?

Could it be you're ignoring or not opening letters?

JamieLee090

Under the direct debit guarantee if the payment is more than specified in entitled to a refund under that amount?

I haven't been issued with a default notice either. The payment was taken from my account and then sent back.

They still decided to take sepetembers and octobers debits and then after that they decided to cancel. Haven't had any emails stating they were going to change the direct debit to this amount either.

Hence why I was asking if I go to my bank and say they have taken more than they should have under the direct debit guarantee and said it's because a payment of 18.09 wasn't made in august.

Surely they can't take a payment of £375 without informing me first. No letter and no default notice cancelled without prior knowledge to myself.?

DCFC79

Did they email you about the extra funds being debited ?


You say "August payment was missed", why was it missed ?
The fact it was missed is the fault of TM not yours.

flashg67

yes, ask the bank to return the payment whilst this is sorted. Does sound odd they'd take further payments, not inform you of the missed payment or even try to collect again, then cancel without warning. Something odd has happened or there's some info missing from the OP

JamieLee090

flashg67 wrote: »

yes, ask the bank to return the payment whilst this is sorted. Does sound odd they'd take further payments, not inform you of the missed payment or even try to collect again, then cancel without warning. Something odd has happened or there's some info missing from the OP

No missing info I don't think.

August payment was rejected by the bank september and October payment taken fine then novemeber payment was a whopping £375. So still unsure why they've done this

JamieLee090

DCFC79 wrote: »

Did they email you about the extra funds being debited ?


You say "August payment was missed", why was it missed ?
The fact it was missed is the fault of TM not yours.

It was taken. Then returned. Due to insufficient funds at the time.

It's just odd the direct debit wasn't attempted again a few days later pretty sure most companies do this?

Find it strange how they still took September and October payments no problem then just decided to take £375 in novemeber for that payment and when I ask why it's because I missed August payment and if a payment is missed for 3 or more months the contract is automatically cancelled.

Don't know any phone company which applies this logic when payments are still being taken DD

Anywho guess I don't have a leg to stand on with the bank?

JamieLee090

I'm just wondering if it's best to ask my bank to recall the money bank into my account whilst this is sorted with Tesco. As they haven't given me any prior warning to changing the amount from £18.09 to £375 like I said surely they can't cancel my contract and take X amount of remaining months for an apparent missed payment in August when they continued to take payments by direct debit in September and October

its_all_over

£375 would work out at 20 or 21 months of £18 a month.

So was the August payment the very first payment you should have made?

PHK

its_all_over wrote: »

£375 would work out at 20 or 21 months of £18 a month.

So was the August payment the very first payment you should have made?

If that's the case then this would trigger an investigation and could have led to a request for an upfront payment.

JamieLee090

its_all_over wrote: »

£375 would work out at 20 or 21 months of £18 a month.

So was the August payment the very first payment you should have made?

No as Tesco line rentals and phone costs are different from usual standard phone companies

I believe if the bill is £18 for example you pay £9 for the line rental and £9 for the phone.

So the £375 was made up of £9 x 15 months and the remaining was the value of the phone if that makes sense.

I was paying direct debits for several months before the August payment was taken then returned them incontinuted to pay for 2 more months before Tesco decided to cancel on my and also £375 out of my account.

This is is why I'm frustrated. I've paid the bill every month since I took the contract out via direct debit one month's payment gets returned due to insufficient funds but wasn't attempted again my Tesco, I get 0 information from them no letter to say it's been missed. They continue to take September and October payments so I didnt realise anything was even wrong and then go and cancel my contract this month and take out £375 without informing me like they should have anyway.


Do you think my bank will recall the money if I ask for direct debit indemnity claim whilst this is sorted as the direct debit guarantee states money taken in errror or of a higher amount must be refunded immediately by the bank?