RBS DD Charge

RichardJohn_2

I opened a new account at RBS recently, and phoned my broadband provider to inform them to use my new account from December.
They ended up trying to take November's payment form my account, and the funds weren't there (as I wasn't expecting it). I phoned my ISP and they apologised and took it from the right account, but RBS charged me £38.
I've put money in to cover this, as I didn't want to leave my account in the red, but will I be able to get this refunded (or at least half... £38 is obscene).
If I give them a ring tomorrow and be nice, do you think there's any chance of getting a refund straight away? It's a new account, so it is the first "offense" (if you can call it that).

flossy_splodge

You can only ask! There's another thread on here about RBS, wouldn't have thought they need any more bad press. Suggest you take any 'evidence' in to them to show it was not your error and see what they say.
In the event they are not sympathetic I'd have thought that provided you have proof that you told your ISP only to take the money from that account in DEC then they need to cough up for their error. let us know how you get on?:eek:

Mikeyorks

With respect - never ask one of your creditors to reorientate a DD from a specific date .. until the date of the previous payment has passed. It's more than most can cope with, as they don't have a diary facility attached.

You contact them just after the previous payment is made - and most will change your data (via AUDDIS) whilst on the 'phone.

RichardJohn_2

Mikeyorks, thanks for the advice, I thought they were capable of doing that! That'll serve me right for being organised.

I phoned RBS and got a guy who basically said "Well there's nothing I can do about it.".

Is it worth phoning back to see if I get someone more helpful, or should I send a template letter?

Mikeyorks

RichardJohn wrote: »

Is it worth phoning back to see if I get someone more helpful, or should I send a template letter?

I would 'phone. New account - first 'offence' (as you used the expression .. and I can't better it) - they really should concede if you point out it was a 'setting up' misunderstanding with a regular creditor?

£38 for that would irritate me beyond belief - so I would just pester them into submission!

On the DD early organisation .... it is a fact that sometimes the more effort you put in to making sure something works seamlessly - the more it comes back and bites you! I have a lot of experience - and all the teeth marks to prove it.

Homework

I would have thought that it was the person taking the direct debit from the wrong account that is at fault. Send them a copy of the charge from the bank and ask them to pay it as they made a mistake. Direct Debit guarantee. Our ISP paid £39 when they did it to us. We then sent a copy of their admission to the bank to show it was not our mistake.

Mikeyorks

Homework wrote: »

Direct Debit guarantee.

.....?? Gets you your money back - but none was taken!

The DD guarantee does not cover consequentials - such as charges.

RichardJohn_2

I phoned again today, and got told I'd have to speak to my branch.
Can I do this on the phone? My branch is 30 miles away!
His solution was to offer me an overdraft! Mm, that's responsible lending... I've just turned 18 and have irregular income from freelance work!

olly300

RichardJohn I've learnt to do everything in writing with boardband and telecoms providers because they are useless and have a tendency to not tell the truth so they can do the wrong thing.

I would phone the bank and ask to be put through to the branch. If you can't then you are going to have to make a visit to them.

RichardJohn_2

My branch actually has a direct number unusually!
They'll be closed now, I'll ring them in the morning .

scottp_2

At the moment we are supposed to be cracking down on refunding charges when it is not our error as we are getting hammered by the people from above. My first port of call would be the company, letting them know that their incompetence has caused a charge. If they refuse point blank, send a letter, then if they still refuse/ignore it, have a word with your branch. But like I said, frontline staff do not have any authority when it comes to refunding charges (plus the majority do not know how to). Just be polite and say could they refer it to the manager as £38 is a lot of money to you at the moment and don't want this to keep occuring every month. Being nice will get you everywhere!

Hope that helps!