Direct Debit Guarantee Farce

Nige1912a

I'm hoping there is a banking expert reading this, as I'm about to go insane.
In early January 2020, I cancelled my direct debit with Sky, through my bank (Monese).
On the 16rh January, Monese let a payment of £66 go to sky, this is after I've cancelled the DD. I requested a refund under the DD guarantee, and then got busy with other things and forgot to chase it up.
On the 16th February, Monese AGAIN let a payment of £66 go out!
I have since the 16th Feb been hitting my head against a brick wall, trying to get this money refunded by Monese who are simply making up rules as they go along.
Again, and again and again, I have cited them the DD guarantee terminology, where it states the customer is to be given an immediate and full refund.
All Monese have done is to file an indemnity claim with Sky, like it isn't their fault in the first place, and are keeping me waiting, not issuing the refund!
I'm on a minimum wage job and I can't afford to have over £130 sitting in limbo, while Monese make up their own rules and ignore the DD guarantee.

I've filed a string of complaints with them, which just generate the same automatic response, I am getting NOWHERE with this shower of a company.

Can anyone suggest what I can do?
I've already filed a complaint with the FOS, but they won't step in until ive gone through the complaints procedure with Monese, which they aren't even acknowledging!!

p00hsticks

Sounds a nightmare. You might be better off posting over on the main banking board here

https://forums.moneysavingexpert.com/categories/budgeting-bank-accounts

One suggestion from me is to contact SKY and cancel the DD their end as well as that should stop them requesting the payment from your bank in the first place. Although bear in mind that if you do actually owe them money you'll need to ensure there are other payment options in place or your balance is settled, and it's not going to get you your £130 back (unless SKY genuinely shouldn't have taken the money in the first place, in which they might refund you ?)

dunstonh

I've already filed a complaint with the FOS, but they won't step in until ive gone through the complaints procedure with Monese, which they aren't even acknowledging!!
Then you go to the FOS after 8 weeks and add the lack of acknowledgement to your complaint.  It should at least improve the goodwill gesture received.

[Deleted User]

Nige1912a said:

In early January 2020, I cancelled my direct debit with Sky, through my bank (Monese).
On the 16rh January, Monese let a payment of £66 go to sky, this is after I've cancelled the DD. 

Did you cancel the Direct Debit without first formally cancelling your Sky subscription by giving them at least one month's notice? Were you, indeed, at liberty to cancel and not still in a minimum term contract? 

If either of these apply then Sky will continue to request payment each month which may well be your most pressing problem at the moment. Certainly, your bank should have refused the Direct Debit but neither should Sky be still requesting payment...