Current Account Switching. Who is responsible for problems?

YorkshireBoy

Formal complaint to Sainsbury's, CC to HSBC.
Formal complaint to HSBC, CC to Sainsbury's.
Refer to FOS if Sainsbury's don't remove marker, with written response from HSBC as your evidence.

eskbanker

Personally I don't find Sainsbury's story credible here - presumably you had other DDs that were migrated successfully and worked OK post-switch, which would clearly suggest that the companies were notified and/or that the redirection of DD pulls from old to new works fine?

And returning to the theme of who's responsible, HSBC can't instruct the credit rating agencies to remove the late payment marker so you do need to convince Sainsbury's that they were at fault....

YorkshireBoy

18cc wrote: »

Well it's probably not worth going on, but for me clearly the direct debit was not transferred properly

i have no doubt that the old Bank sent the direct debit to HSBC and HSBC put it on the account but whether anybody told Sainsbury's or not ( or if they did , tell them properly) is another matter

I believe the ADDACS process should take care of that. Perhaps HSBC will confirm they used it. If they did, then 100% Sainsbury's fault.

penners324

Lodge a complaint with Sainsbury's Bank about the issue.
Sounds like their back end administration is inadequate.

The DD system will send them a message to state the DD details have changed, sounds like they ignored this notification.

KittenChops

I've recently switched my direct debit for my Sainsbury credit card from my HSBC advance account to a new NatWest account (but I did this manually via Sainsbury's website, not using the switching service).

I then received a letter from Sainsbury a few days later acknowledging the change of bank details - did you? I also received the same letter last year when I used the switching service to move my account from TSB to HSBC.

(Although both letters stated that the next direct debit date was a date in the past...)

If you didn't receive a letter, then that would make me think it's the new bank's error - if you did, then I'd think it's Sainsbury's fault.

ricsto

eskbanker wrote: »

Personally I don't find Sainsbury's story credible here - presumably you had other DDs that were migrated successfully and worked OK post-switch, which would clearly suggest that the companies were notified and/or that the redirection of DD pulls from old to new works fine?

Yes I had about 5 DD transferred and the only one that has had a problem is the Sainsbury one.

KittenChops wrote: »

I've recently switched my direct debit for my Sainsbury credit card from my HSBC advance account to a new NatWest account (but I did this manually via Sainsbury's website, not using the switching service).

I then received a letter from Sainsbury a few days later acknowledging the change of bank details - did you? I also received the same letter last year when I used the switching service to move my account from TSB to HSBC.

(Although both letters stated that the next direct debit date was a date in the past...)

If you didn't receive a letter, then that would make me think it's the new bank's error - if you did, then I'd think it's Sainsbury's fault.

I did read on the switching website that some DD recipients will notify me via letter that they've received a new instruction. However, it's only some. I've checked my documents and I can't find any letter from Sainsbury regarding change of DD. However, I've no letters from any of the others either. It was about 5 months ago now since the switch. It's been going on that long. I've rang Sainsbury every month and they apologise every month and refund the £12 non-payment charge. It was only when speaking with Sainsbury a couple of days back that I suggested to Sainsbury that the issue may have started around the time of the switch. They instantly jumped on that as the reason and as an excuse to not refund me the £12 and suddenly suggested they weren't responsible. I'm like a dog with a bone with this type of thing and will pursue it. I'll continue to read comments as I very much appreciate them and I'll post back with the final outcome in case anyone else hits the same issue.

Gut feeling is there's an issue with the Sainsbury end. Even if they'd tried to retrieve the DD from the old account they should have got a redirect to the details of the new account.

Cheers all
Rich

YorkshireBoy

ricsto wrote: »

I'm like a dog with a bone with this type of thing and will pursue it.

So both formal complaints made then? Because the phone calls clearly aren't working.