Bank details compromised, indemnity refused.

mattyprice4004

Quote the Direct Debit Guarantee to the bank, and tell us the exact reason they refuse to refund under this guarantee.

jon81uk

The bank should repay the money under the direct debit guarantee. https://www.directdebit.co.uk/FAQs/Pages/IssuesWithADirectDebit.aspx

As others said it could be a genuine mistake, just a typo in the details, it probably isn't fraud.

Rheon

They still refuse to help. They have just offered to either close the matter as feedback or to escalate it to a customer service complaint. I have told them I want to escalate it and I mentioned the advice I received from MSE forums and that I intend to report them to the ombudsman. I feel they are giving me the runaround and are trying to put me off pursuing the matter. DVLA say it is the bank that should refund me and vice versa. None of this is my fault. This has been very stressful. I am thinking of switching banks. Can anyone suggest a current account with a minimum monthly deposit of about £900 or less? Thanks again.

Manxman_in_exile

Unless you have in some way contributed to the "fake"  DD then the bank should pay it/them back to you under the direct debit guarantee - they can't really refuse to do so - see the post from jon81uk above and also the earlier post from sandtree.

What does "They have just offered to either close the matter as feedback or to escalate it to a customer service complaint" mean?  Haven't you actually made a complaint yet?  They can't just treat it as feedback from you!  Get a formal complaint in and then go to FSO if they don't repay you.

born_again

Rheon said:

They still refuse to help. They have just offered to either close the matter as feedback or to escalate it to a customer service complaint. I have told them I want to escalate it and I mentioned the advice I received from MSE forums and that I intend to report them to the ombudsman. I feel they are giving me the runaround and are trying to put me off pursuing the matter. DVLA say it is the bank that should refund me and vice versa. None of this is my fault. This has been very stressful. I am thinking of switching banks. Can anyone suggest a current account with a minimum monthly deposit of about £900 or less? Thanks again.

What happens with a DD indemnity is the the bank refund you then they take the money back from DVLA (in this case) who will then chase owner or un-tax the car.
Complaints team will get it sorted as the cost of the ombudsmanis far in excess of your claim.

Jumblebumble

born_again said:

Rheon said:

They still refuse to help. They have just offered to either close the matter as feedback or to escalate it to a customer service complaint. I have told them I want to escalate it and I mentioned the advice I received from MSE forums and that I intend to report them to the ombudsman. I feel they are giving me the runaround and are trying to put me off pursuing the matter. DVLA say it is the bank that should refund me and vice versa. None of this is my fault. This has been very stressful. I am thinking of switching banks. Can anyone suggest a current account with a minimum monthly deposit of about £900 or less? Thanks again.

What happens with a DD indemnity is the the bank refund you then they take the money back from DVLA (in this case) who will then chase owner or un-tax the car.
Complaints team will get it sorted as the cost of the ombudsmanis far in excess of your claim.

I always also ask the complaints team for a bit of compo for the hassle of calling them having been misled
Others will tell you that you are not entitled to compo which is true but I have almost always had a positive outcome

Manxman_in_exile

Jumblebumble said:

born_again said:

Rheon said:

They still refuse to help. They have just offered to either close the matter as feedback or to escalate it to a customer service complaint. I have told them I want to escalate it and I mentioned the advice I received from MSE forums and that I intend to report them to the ombudsman. I feel they are giving me the runaround and are trying to put me off pursuing the matter. DVLA say it is the bank that should refund me and vice versa. None of this is my fault. This has been very stressful. I am thinking of switching banks. Can anyone suggest a current account with a minimum monthly deposit of about £900 or less? Thanks again.

What happens with a DD indemnity is the the bank refund you then they take the money back from DVLA (in this case) who will then chase owner or un-tax the car.
Complaints team will get it sorted as the cost of the ombudsmanis far in excess of your claim.

I always also ask the complaints team for a bit of compo for the hassle of calling them having been misled
Others will tell you that you are not entitled to compo which is true but I have almost always had a positive outcome

I agree with that.  The OP started this thread two weeks ago so presumably the bank has been dealing with it for longer - and wrongly telling him all that time that they won't refund it.  The bank should have sorted it weeks ago - assuming we've got the full story from the OP.

Rheon

I have spoken to Action Fraud. They said they thought it was a case of identity theft and fraud. I have reported the crime and have been issued with an NFRC number, which they advised me to pass along to my bank and the DVLA. Action Fraud also advised me to get a protective registration from CIFAS. It lasts 24 months and cost me £25. Hopefully money well spent.

Manxman_in_exile

Have you made a formal complaint to the bank yet specifically referring to the Direct Debit Guarantee and telling tham you want a refund under that guarantee?  What reason have they actually given you for not refunding already?

waamo

Rheon said:

I have spoken to Action Fraud. They said they thought it was a case of identity theft and fraud. I have reported the crime and have been issued with an NFRC number, which they advised me to pass along to my bank and the DVLA. Action Fraud also advised me to get a protective registration from CIFAS. It lasts 24 months and cost me £25. Hopefully money well spent.

What's an NFRC number?