Sainsburys credit card "missed" payment

[Deleted User]

Had the card for a few months now, it's an interest free card for 12 months so from day one I've had a direct debit setup to take minimum payment on the 29th of each month. Rang up a couple of weeks ago to request a change of direct debit date to the 15th of each month (to align with my other direct debits). At around the same time, I also changed from "minimum payment" to a "fixed payment" of around £120 to reduce the debt quicker. I did this within the Sainsburys android app.

Just had a letter through this morning from Sainsburys saying my account is in arrears of £42.47 and they're charging me a £12 fee on top of the missed payment! Rang customer service and they said the direct debit change takes 6 weeks, so they haven't taken the December 29th payment, hence a "missed" payment. Woman on the phone said she cannot guarantee whether or not it will impact my credit score negatively as a missed payment because "it's the end of the month". I have always had enough money in my bank account to cover the payments, plus a £1000 arranged overdraft. Woman on the phone said I can either pay the arrears over the phone or wait for the £120 to come out on 15th January, so I've waited for the January payment. I have the call recording BTW.

I have changed the date of multiple direct debit dates from multiple companies over the years and never had this issue.

My argument here is I don't believe this is my fault. I haven't "missed" a payment, you just didn't take it!

Do I have a leg to stand on here?

Thanks!

[Deleted User]

No, other than any goodwill they may choose to offer. Your timing was unfortunate, as they needed to not only make the change but have it appear on your statement in time for the next payment -  without that, they cannot legally take the payment.

Regardless of any change to your credit score, you need to check whether it appears on your credit files. Make the payment ASAP, to maximise your chances. 

Thrugelmir

Deleted_User said:

My argument here is I don't believe this is my fault. I haven't "missed" a payment, you just didn't take it!

Do I have a leg to stand on here?

Nope. Rules govern how direct debits can be taken. Importantly it's a requirement that a minimum of 10 days notice is given prior to a direct debit being taken. Given the timing of your action that will now be the 15th January. 

bazzyb

In addition to the above, it is probably worth clarifying what is your statement date, has that changed or just the DD date?  If the January DD is being used to cover the December arrears, then what about the payment that is due in January - you don't want to end up constantly a month in arrears if the payment is due at the end of the month and you are paying it on the 15th of the following month.

Brie

I would be more concerned if you have lost your 0% rate due to the missed payment.  Certainly if that's the case I would be ringing to complain that on your initial call to change the date you weren't alerted to the potential problem.  Actually I'd be tempted to do this anyway to ensure you are reimbursed for the £12 fee as well.  The crucial thing would be to politely (calmly but firmly) state that you need to log a complaint due to the fact that their error or omission has caused you to be financially disadvantaged.  (aka - you lost money)

The_Fat_Controller

It sounds as if they are correct, a "couple of weeks ago" you effectively cancelled the mandate for taking payment on the 29/12 and set up an new one for the 15/1.

It was incumbent on you to pay the amount due on 29/12 manually.

You should have seen the next DD payment date in your banking app or website.

The missed payment will certainly appear on your credit file and stay there for 6 years.

@Deleted_User more urgently you should check whether the missed payment will impact on the interest free element of your credit card agreement.

cx6

I have had many credit cards over the years and have many times changed the DD date and never had this problem. They don't need to set up a DD it is already there and can take payment whenever they want to.

I would submit a formal complaint to them.

Thrugelmir

cx6 said:

I have had many credit cards over the years and have many times changed the DD date and never had this problem. They don't need to set up a DD it is already there and can take payment whenever they want to.

The OP asked for the direct debit to be moved from the 29th to the 15th. The request was actioned.  There's no authority to take additional money just because a DD is held. 

Phantom151

I would certainly argue the toss. If they are saying that it takes 6 weeks to change then why isn't the 29th payment date still in place?

smashinglynaive

Phantom151 said:

I would certainly argue the toss. If they are saying that it takes 6 weeks to change then why isn't the 29th payment date still in place?

Becasue the OP has, in effect, cancelled their authority to take the Dec 29th payment.

cx6

Whereas I agree with the logic, this has never happened to me and in fact in this scenario a payment would be taken on the 29th Dec and the next month's payment amended to the 15th Jan from the 29th Jan..

Sainsburys must have a non-standard system