Asda Money JaJa DD failure Triodos

weglawen

Hello, not entirely sure whether this is a bank or credit card problem. 

Summary questions: 

Is anyone else having issues with Asda Money (JaJa finance) taking DD's? 

Is this a Triodos bank specific issue?



Explanation:
 
I have had a Triodos current account for years, I recently got the new Asda Money card so I can earn cashback.  Set it up to be paid in full monthly.

My first DD payment failed. 

Asda Money are saying the bank failed it.
Triodos are saying Asda Money did not set up a DD or request any payments 

I have gone from one to the other triple checking all payment details are correct (they are)

Each is blaming the other and happy to leave me in limbo.


I have a TSB current account too, so have changed my DD to come from there next month and paid by debit card for the missed payment in the meantime. 

I realise that not everyone is going to have more than one bank account from which to fund direct debits and I pointed this out to both Asda Money (that if I only had a Triodos account then I would be cancelling the credit card) and to Triodos. But, of course, nobody was interested.

WillPS

Submit a formal complaint to both. Provide each with evidence of the other's pointing in their direction.

I suspect this is more likely to be a Triodos issue than a Jaja issue otherwise we'd have heard about it, but it certainly isn't wild to suggest Jaja perhaps aren't handling Triodos' sort code correctly.

weglawen

What is more frustrating is that JaJa couldn't be called, only contacted via the app on live chat - yet the reason they had not told me that the payment was missed was because they had sent me something in the post.

No app notification.
No message.
No text.
No phone call.
No email.
A letter.
In the post 
When the Royal Mail are striking.

Also, within an hour of me making the payment, they called me to chase my debt 🙄