TUI - direct debit problems

kate_cox_1988

I really hope someone can offer some kind of advice as TUI themselves are less than useless.  I’ve been trying to book a holiday online using their pay no deposit pay via direct debit offer, but, every single time I get to the final screen to set up the DD an error pops up telling me my name and DOB do not match with my bank.  I’ve tried 3 different accounts, with 2 different banks and have contacted each to check what details they hold, just to make sure there’s no tiny error somewhere. They absolutely do match!! Phoned TUI and all they’ve said (after waiting 90minutes to get through) is that they can book it over the phone but they would have to take a deposit….

martindow

I would contact your bank to see if they can send you the correctly formatted details.  I know that with some banks the slightest error can cause problems and fail verification.

kate_cox_1988

I’ll give that a go, thanks. I thought it was TUIs way of making sure they get money now to be honest

Alan_Bowen

TUI  and other operators are pushing DD hard because it saves them from paying to process credit and debit cards, and it stops customers from reclaiming against the card issuer if the holiday is cancelled and a refund isn't forthcoming. There is a reason behind so many companies preferring DD right now! 

Neruda

Alan_Bowen said:

TUI  and other operators are pushing DD hard because ... it stops customers from reclaiming against the card issuer if the holiday is cancelled and a refund isn't forthcoming.now!

What happened to the Direct Debit guarantee?

Alan_Bowen

The DD guarantee is only if you are debited the incorrect amount, and allows you to stop paying but it doesn't help one bit if you don't get what you paid for

kate_cox_1988

That’s the thing though, I actually want to pay by DD, it just makes life easier for me knowing everything is coming out the same day without me having to think about it.  For some reason though I’m still getting the same error message saying my name and DOB don’t match with the bank when they absolutely do and like I said, TUI have been less than useless. Looks like I’ll just be booking with someone else. I do find it odd that they’re mentioning my DOB when referring to setting up a DD though, I’ve never seen that before, but then I’ve also never had a problem setting one up before either so who knows!! Thanks for the replies 🙏 😊 

Westin

I haven’t come across this need to match a date of birth when setting up a DD either.

Have you had to give TUI your dob when making the booking online? If so, is this possibly the one not matching any records held by your banks. Might be worth checking that was typed in correctly.

Another option, can you visit a TUI shop and just make the booking with them?

TELLIT01

If the account number for payment isn't 8 digits it can create problems.  Many Building Society accounts aren't and can require either the first or last digit to be removed, or the number padded by the use of zero's either at the start or end of the number. 

I had that problem when somebody needed paymet to go to a BS.  Different parts of the BS website actually gave different instructions on what to do.

The OP has said that if they pay in a shop a deposit is required.  That could actually be a benefit if they pay the deposit by credit card as that seems to provide more protection than the DD guarantee.

liannesmithxo

I’m also having this problem with my DD information saying my DOB or name is wrong when it isn’t. Contacted my bank and they said everything is fine. Did you ever get this resolved?