Prescription penalty charge

Chalkypaws

Hi,
I have had a prepayment card for prescriptions for over 20 years. It always renews automatically.
Today I received a penalty so I rang them to find out why.
It seems that I was sent a letter in July 2019 about something to do with renewing it as I turned 60 last week. I did not receive a letter and actually rang up to cancel it several weeks ago as I would not need it as of 25/01. To me this proves that I was under the assumption that I was still paying the DD.They are not prepared to listen to my challenge at all. I am very upset about this as I have never done anything wrong and always paid for my asthma prescriptions. I am a retired teacher with no history of any wrong doing. I am adamant that I will take this further but how can I prove I did not receive a letter (I cannot). Any ideas please?

martinthebandit

When did the last DD to them go out of your bank

Chalkypaws

Last July. I don't check them every month as have so many for about a tenner. Is this my fault then?

Sallyp2

Probably yes. If you haven’t paid the DD since July, that’s 5 or 6 missed payments. They might allow 1 or 2 missed payments put down to human error, but 5 or 6 is a lot, especially if you have been ordering the prescription every month. Just offer to pay up and write it off.

Chalkypaws

I don't get prescriptions every month.
I didn't notice that the payments had stopped. I didn't get the letter telling me to renew ( I presume this is what it said as I don't know). That's my point, a DD is meant to be automatic.
I even rang up a few weeks ago to cancel it as I assumed I had been paying. I have always paid NI and never missed a payment. This to me seems very unfair.

uknick

If you didn't cancel the DD ask your bank who did. If they can't provide evidence as to whether it was you or the NHS, pursue them for compensation for both the fine and the distress it's caused. Reason being, if they can't prove who it was, by default it must have been the bank unilaterally cancelling it.

Last year my bank, Santander, cancelled a utility bill DD of mine and couldn't say who did it. However, in my case I didn't bother to pursue for any compensation as I was made aware by the utility company before the next payment was due. Therefore as I didn't suffer any loss I would be hard pressed to get compensation. In your case though you have suffered a financial loss.

If the NHS did cancel it after you hadn't responded to the letter, ask them for a copy of the letter and proof it was sent. Also, If the NHS did cancel it good business practice says they should have written telling you so. However, I'm not sure if their shoddy work can be used as evidence against them.

If the NHS can't provide the answers, try to find a higher authority to appeal to in the NHS. I have no idea who that may be, but you could try asking Citizens Advice,