TSB account switch Direct Debits not transferred

markbarabus

Hi all,

Recently switched from my Nationwide to a TSB current account for their £100 incentive offer.

The switch went relatively smooth only a couple days behind schedule, it was supposed to be done on the 10th but for what ever reason it happened on the 12th.

Anyway long story short switch completed but my 2 direct debits i had set up prior to meet the switch incentive offer havent transferred over. I contacted TSB they said they hadnt received any Direct debits on their list from Nationwide so i got onto Nationwide and they are saying its because the first payments for the direct debits were taken on the 7th after i had requested the account switch. I requested it on the 4th and scheduled the switch for the 10th. Apparently any direct debits had to be setup prior to requesting the switch even if the switch didnt take place until the 10th.

Quote from nationwide live chat

I can see that the first payment for this direct debit was the 7th, I believe this was after you switch had begun. This is why it did not transfer over, all the information would of been sent on day 1 of the 7 day switch before this direct debit was actioned on your account.

Now as far as i'm aware this is mentioned nowhere in the switch terms i just assumed everything up until the switch date would be transferred over as thats what any reasonable person would expect.

Luckily the TSB switch incentive doesnt state anything about the direct debits needing to exist prior to the account switch so i'm lucky in that sense i can just go and set up 2 new direct debits and i'll still be eligible for the £100 TSB welcome incentive. I'm just annoyed more than anything that this didnt go smoother the direct debits should have been transferred in my opinion but nationwide say otherwise.

Is it worth pursuing further or should i just live and forget.

youngretired

You've learnt for any future switches. Both TSB and Nationwide clearly state in the switching T&C's about new payments not going over.

Will the Current Account Switch Service automatically transfer new payment arrangements if I set them up at my old bank within 7 working days of the switch date agreed with my new bank? No. The Current Account Switch Service will take care of all payment arrangements at your old bank up until 7 working days before your agreed switch date. If you want to set up new payment arrangements during the 7 working day period leading up to your switch date you must do this on your new account. 

markbarabus

youngretired said:

You've learnt for any future switches. Both TSB and Nationwide clearly state in the switching T&C's about new payments not going over.

Will the Current Account Switch Service automatically transfer new payment arrangements if I set them up at my old bank within 7 working days of the switch date agreed with my new bank? No. The Current Account Switch Service will take care of all payment arrangements at your old bank up until 7 working days before your agreed switch date. If you want to set up new payment arrangements during the 7 working day period leading up to your switch date you must do this on your new account. 

Thanks i must admit i read that as payment arrangements rather direct debits. Usually the 2 are different.

colsten

All you should do now is complain to yourself that you didn't read the switching checklist before you started switching.
https://www.currentaccountswitch.co.uk/SiteCollectionDocuments/CurrentAccountSwitchChecklist.pdf

markbarabus

colsten said:

All you should do now is complain to yourself that you didn't read the switching checklist before you started switching.

The annoying part is i did its just not very clear on the terms.

You can continue to use your old account up until your agreed switch date. This includes any use of your cards, online banking, or mobile banking. However, you should not set up new payments such as Direct Debits and standing orders on your old account during the seven working days leading up to your agreed switch date. This is because these will not be transferred across to your new bank or building society.

To clarify the direct debits were agreed and set up on the 2 feb, i received the notifications that direct debits had been setup but the first payments didnt take place until the 7th feb after i had requested the switchover and during the 7 days.

youngretired

The reason the switch happened on the 12th was because it takes 7 working days, so if you asked for it to start on the 4th then it was never going to complete on the 10th.

You say that the direct debits were agreed and set up on the 2nd, but did these show on your Nationwide account before the 4th?

markbarabus

youngretired said:

You say that the direct debits were agreed and set up on the 2nd, but did these show on your Nationwide account before the 4th?

Yes both the direct debits were active on the nationwide account on the 2nd feb. I logged in to confirm before requesting the account switch they were both present under the direct debit section. I even have emails confirming they were set up but the key point here is the first payments were not taken until the 7th feb (after the switch was initiated) and according to the Nationwide representative i spoke with earlier today that is key to why they were not transferred over.