DD Indemnity claim

Ergates

kneesandjoints wrote: »

Can I confirm with the intellectuals on this forum. When you raise a complaint/indemnity claim to your bank, is the bank supposed to refund the amount that same day? or is it a 24 hour period? or 48 hour period? What is the actual process on it?


It seems like this bank is taking a very, very long time to action this refund which I have raised to them.....

The guidelines say "immediately" but they don't specify what that actually means in that context. The refund obviously can't happen *literally* immediately (i.e. the microsecond you submit the form) as there will be processes etc that need to be followed, and that will almost certainly be manual processes (i.e. involving v1.0 baseline humans).

I think it's reasonable to interpret it as "without undue delay and without too much farting about". 10 days does seem a little slow - I'd follow up with them.

Flobberchops

As I mentioned earlier, it sounds like the bank are treating this as a merchant dispute rather than a DD indemnity. If the DD was set up entirely without your knowledge or consent, then actually it should be considered fraud. Perhaps get clarification from your bank which process is being followed.

kneesandjoints

still no funds sent back to me, so I contacted the bank on Monday 12th, lodged a complaint, and they said they'll get back to me within 72 hours with a resolution, if not three weeks after that I can go to FOS....


We shall see how this pans out

badger09

kneesandjoints wrote: »

still no funds sent back to me, so I contacted the bank on Monday 12th, lodged a complaint, and they said they'll get back to me within 72 hours with a resolution, if not three weeks after that I can go to FOS....


We shall see how this pans out

Any chance you could answer this?:

badger09 wrote: »

Which company does this DD relate to?

Have you ever had any relationship with them?

kneesandjoints

collaydeLTD




No

badger09

kneesandjoints wrote: »

collaydeLTD




No

Google search not fruitful, though multiple hits for colley.

Hope you get this sorted tomorrow

jonesMUFCforever

Just a thought - could it be a collection charge from Yodel Ltd?
One letter missing possibly not enough space to spell it all out?

Does this mean anything to the OP?

jonnygee2

What bank is this? They sound incredibly disorganised / incompetent.

As this was essentially a fraud claim, the bank had 24 hours to either refund you, or give you a clear reason why they were delaying decision.

if it had been a direct debit indemnity claim, 24 hours is not specified by the guarantee, but given the simplicity of the claim I would expect anything over 24 hours to be highly questionable in the eyes of FOS. Most banks issue these in minutes. 10 days is way outside of reasonable.

You should definitely pursue this complaint. A bit of compensation (£25 - £50) and an apology would be appropriate for this shambolic level of service.

Ergates

jonesMUFCforever wrote: »

Just a thought - could it be a collection charge from Yodel Ltd?
One letter missing possibly not enough space to spell it all out?

Does this mean anything to the OP?

Unlikely for that to be set up as a DD

kneesandjoints

I received an email from them saying 'we are working on your complaint' - they also attached a pdf from fos if I wanted to escalate....


This was not what the advisor told me over the phone on Monday. He said within 72 hours I will hear from the complaints team with regards to a resolution; if they cant resolve; he said hey have a further three weeks; and from then, I can take it further to the FOS....


It doesn't seem like I have received a resolution since Monday, and its now Thursday.... Just a mere confirmation e-mail informing me they are 'looking into it', which is what they should have actively done on Monday 12th August and sent me a confirmation e-mail of that on Monday 12th August; not on 14th August.....