Direct Debit Guarantee Scheme

wazza24

Hi all, recently had to much money lifted out of my account by sky (tv). contacted my bank to inform them that this had occured, but as usual it was,nt their problem :rolleyes: according to them i had to go to sky. I informed them that according to the Direct Debit Guarantee

" If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid"

http://www.bacs.co.uk/BACS/Consumers/Direct+Debit/Your+rights/?st=i2a513q525g2b1nycl5z5055&c=

even though 9.6 of the banking code says the same thing i was still told that they did not have to refund me the money.

after speaking to about 6 differant people at the bank who obviously had,nt a clue what i was talking about, i was finally informed by the so called Direct Debt Specialist that an error was only an error when a Direct Debt was taken when it should,nt have been and not if it was for the wrong amount.

So i phoned BACS and asked for clarification on what error meant and was informed that an organisation taking to much money was indeed an error (funny that i thought error was quite easy to define, obviously not to banks and their staff).

so am wondering what i should do now, any advice, i would like to make a complaint about this bank and the fact that their staff do not understand the direct debt scheme and hopfully we can tackle this pass the buck mentality, but who should i write to, even the manager at the branch was advising me that it was not their problem.

Any advice would be much appreciated, also has anyone else experienced this ?

wazza24

Bump......Anyone ? :j

mookybargirl

My understanding is that the DD Guarantee would apply when the wrong amount has been taken also haveing work with payments in the past.

Here's the easy way to fix it (well, some would say not so easy). You call your bank and confirm the payment is incorrect by Sky and you would like to claim an indemnity. The bank give you the money (usually 24-48 hours) and then they chase Sky to refund them. Now this means your Sky bill wouldn't be paid so it's important that once the bank give you the money, you then call to pay whatever your Sky bill should be. Obviously, you'll also need to sort the amendment with Sky so they refund the overcharge to make your account balance up with your payment so nothing carries over into next months bill as non paid.

Hope it's of some help

wazza24

Thanks for that.....................

Gforce_2

Used to work for a bank, you need to request a direct debit indemnity from your bank and you are entitled to a refund fom them (supposed to be same day but most banks take a couple of days), your bank will then get a refund from sky.
Direct debit indemnities can be claimed if the company ask for the wrong amount or call for the payment on the wrong day and a few other reasons I can't remember anymore:o .

ETA oopps just seen the post by mookeybargirl.

A_Nice_Englishman

It might be less hassle overall to let your Sky account stay in credit until Sky correct their error by collecting less next month. How much are we talking about?

YorkshireBoy

Gforce wrote: »

Used to work for a bank, you need to request a direct debit indemnity from your bank...

Just a small point...

The customer makes a direct debit guarantee claim.

The bank then makes a direct debit indemnity claim from the DD originator (Sky).

www.bacs.co.uk (somewhere!)

Gforce_2

YorkshireBoy wrote: »

Just a small point...

The customer makes a direct debit guarantee claim.

The bank then makes a direct debit indemnity claim from the DD originator (Sky).

www.bacs.co.uk (somewhere!)

You're right it was a very small point, I'm sure you feel better for pointing it out though.

The bank will be doing the direct debit indemnity, what's the problem with asking for it?

YorkshireBoy

Gforce wrote: »

You're right it was a very small point, I'm sure you feel better for pointing it out though.

Bit touchy aren't we?

I just feel it's important (for the OP anyway) to ask for what you want. A little bit like not asking for fish when you really want steak.

The bank will be doing the direct debit indemnity, what's the problem with asking for it?

The originator indemnifies the bank against the guarantee payment it has had to make under the customer/bank relationship. The indemnity is therefore of no concern to the customer.

Mikeyorks

YorkshireBoy wrote: »

Just a small point...

The customer makes a direct debit guarantee claim.

The bank then makes a direct debit indemnity claim from the DD originator (Sky).

..... you must get really fed up making the point - in particular when most of the confused ones ... claim to work / have worked for a Bank.

Then people complain that Bank staff don't understand the DD Guarantee scheme:rolleyes: . Small wonder when half of them are posting duff info on here;)

Gforce_2

YorkshireBoy wrote: »

Bit touchy aren't we?

I just feel it's important (for the OP anyway) to ask for what you want. A little bit like not asking for fish when you really want steak. :)The originator indemnifies the bank against the guarantee payment it has had to make under the customer/bank relationship. The indemnity is therefore of no concern to the customer.

But he'd already asked for what he wanted when he asked to claim on the dd guarentee and they turned him down, he asked for advice and I gave it. Don't really understand your need to split hairs.

Anyway OP hope you can sort this out.