Cancellation of Direct Debit by NHS Business Services

BarefootinHastings

ThumbRemote said:

This may be an occasion when it's worth contacting your MP. There's nothing to lose by trying. 

I'd also avoid saying that NHSBA cancelled the direct debit. It appears that what they've actually done is stopped taking the money from it. If you phrase it as "stopped taking the money" it makes it clear the action was entirely on their part and not down to the bank or yourself. 

Already in contact with my MP or their representative at least, and they have already said that they can contact NHS BSA on my behalf. So some progress is being made... 

I only use the term "cancelled" because that is what NHS BSA say they have done from their side. But agree, "stopped taking my money when I told them they can" is better. 

BarefootinHastings

eskbanker said:

BarefootinHastings said:
Can I just clarify what you mean by a mandate?

The DD mandate is the authorisation record held at your bank/building society, which allows the specified company to collect regular payments thereafter - it'll usually be visible in online banking.  It can only be set up with the account holder's authority, usually given via the company who will then collect payments.

In that case the mandate is still on my bank account, so it's NHS BSA who have not collected payments. 

BarefootinHastings

Well this is quite amusing (in a sad way) of how this is all going. 

1) I have ordered statements from the bank to see what was being paid out as it says on my account that there was a "first payment" on 7/9/21, whilst NHSBSA say they have no records of such. So who is right?

2) The MP's representative sent a letter/email to them and got a response back from the Chief Exec (at least that is who signed it). Again, just deflecting any responsibility off of NHSBSA saying that there was some issue of validity over the direct debit... which sounds a bit strange since they had been taking direct debits before from the same account... sounds like an excuse to cover themselves. 

They also just continue to quote their mantra "it's the customer's responsibility to check" - which to me is a really good way of just taking absolutely no accountability nor responsibility and absolves NHSBSA of anything that they wish to do. 

3) I finally had an email about my formal complaint saying that their Customer Resolution Service would be in contact within 10 working days. That email was received on the 16/06 and it's now the 01/07. Have I had a response? No... They stated that the 10 day period was in their complaints procedure, but I cannot find any reference to "10 days".

I may have been a bit flippant and stated that since they have clearly failed to respond to my formal complaint within the time period that THEY outlined in their complaints procedure, does this now mean I can also start charging them with penalty charges? 

4) So it seems if an MP writes a response (and the response was addressed to them, not to me - the MP's representative shared it with me, I have not received anything myself), NHSBSA will respond from the top. Whereas my formal response as a mere peon has been dismissed, forgotten or otherwise ignored. So what does that say about their level of service that in the MP's response the CEO quotes as "we pride ourselves on a high level of service"... Sorry, but evidence says otherwise. 

5) The whole random nature of the penalty process is totally unfair and inefficient. It seems the whole system is set up to try and cause as much pain and penalty as possible. What "checking service" uses random checks? That would mean that some people could get away with not paying for the entirety of their life whilst others suffer each and every time. As a comparison, the DVLA have a VED database to check car tax and I doubt they would let car tax lapse for years before taking action. 

So I also mentioned that NHSBSA have showed a lack of care with allowing the claiming of prescriptions for so long without any intervention. Unless of course the real reason is that NHSBSA are more interested in the penalty system being a source of revenue, in which case their investment in quick intervention would be less. Thus allowing arrears to accrue. 

It would appear that they have no idea how many prescriptions were claimed nor any idea of how much in total I would be charged. So they expect me to keep an eagle eye on my direct debits and yet they cannot even do some simple totalling. Again, is that not a level of incompetence on their part? 

diinozzo

BarefootinHastings said:

Well this is quite amusing (in a sad way) of how this is all going. 

1) I have ordered statements from the bank to see what was being paid out as it says on my account that there was a "first payment" on 7/9/21, whilst NHSBSA say they have no records of such. So who is right?

2) The MP's representative sent a letter/email to them and got a response back from the Chief Exec (at least that is who signed it). Again, just deflecting any responsibility off of NHSBSA saying that there was some issue of validity over the direct debit... which sounds a bit strange since they had been taking direct debits before from the same account... sounds like an excuse to cover themselves. 

They also just continue to quote their mantra "it's the customer's responsibility to check" - which to me is a really good way of just taking absolutely no accountability nor responsibility and absolves NHSBSA of anything that they wish to do. 

3) I finally had an email about my formal complaint saying that their Customer Resolution Service would be in contact within 10 working days. That email was received on the 16/06 and it's now the 01/07. Have I had a response? No... They stated that the 10 day period was in their complaints procedure, but I cannot find any reference to "10 days".

I may have been a bit flippant and stated that since they have clearly failed to respond to my formal complaint within the time period that THEY outlined in their complaints procedure, does this now mean I can also start charging them with penalty charges? 

4) So it seems if an MP writes a response (and the response was addressed to them, not to me - the MP's representative shared it with me, I have not received anything myself), NHSBSA will respond from the top. Whereas my formal response as a mere peon has been dismissed, forgotten or otherwise ignored. So what does that say about their level of service that in the MP's response the CEO quotes as "we pride ourselves on a high level of service"... Sorry, but evidence says otherwise. 

5) The whole random nature of the penalty process is totally unfair and inefficient. It seems the whole system is set up to try and cause as much pain and penalty as possible. What "checking service" uses random checks? That would mean that some people could get away with not paying for the entirety of their life whilst others suffer each and every time. As a comparison, the DVLA have a VED database to check car tax and I doubt they would let car tax lapse for years before taking action. 

So I also mentioned that NHSBSA have showed a lack of care with allowing the claiming of prescriptions for so long without any intervention. Unless of course the real reason is that NHSBSA are more interested in the penalty system being a source of revenue, in which case their investment in quick intervention would be less. Thus allowing arrears to accrue. 

It would appear that they have no idea how many prescriptions were claimed nor any idea of how much in total I would be charged. So they expect me to keep an eagle eye on my direct debits and yet they cannot even do some simple totalling. Again, is that not a level of incompetence on their part? 

Eagle eye? How many direct debits do you have to look after compared to them? Personally I double check at least weekly to make sure my bills are paid as at the end of the day it's my responsibility to make make sure they are paid.

BarefootinHastings

diinozzo said:

Eagle eye? How many direct debits do you have to look after compared to them? Personally I double check at least weekly to make sure my bills are paid as at the end of the day it's my responsibility to make make sure they are paid.

What is the point of direct debits? You set them up so that the company can take the money from your account. If companies can just cancel them at whim and with no responsibility then what is the point?

Yes, it is to spread payments across the months and so it is an agreement that they will use that mandate that you set up so they can take money. If they don't take the money then that is on them, you've done your bit, you have the money in your account, you have given them permission to take it. To have zero accountability is wrong, especially when the same companies/businesses can make pitiful attempts at contact and then lump you with all the responsibility. 

Yes, it's my account, but it's their service. 

Just all seems a little one sided and rife for exploitation. 

PebbleandRosie

@BarefootinHastings
Did this get resolved? I am in a similar situation. NHS Business Services Authority cancelled my DD as my pre-payment certificate was due for renewal last October and they said as it’s the year in which I turn 60 (and therefore get free prescriptions) I won’t need the certificate for the full year. They didn’t tell me (they said they sent a letter but not received). They have previously communicated via email but no email sent to explain why they stopped my DD. Now face prescription charges and a fine. It’s outrageous. 

What was the outcome of your complaint?

sheramber

PebbleandRosie said:

@BarefootinHastings
Did this get resolved? I am in a similar situation. NHS Business Services Authority cancelled my DD as my pre-payment certificate was due for renewal last October and they said as it’s the year in which I turn 60 (and therefore get free prescriptions) I won’t need the certificate for the full year. They didn’t tell me (they said they sent a letter but not received). They have previously communicated via email but no email sent to explain why they stopped my DD. Now face prescription charges and a fine. It’s outrageous. 

What was the outcome of your complaint?

The OP has not logged in since his post on 23/7/23

Okell

PebbleandRosie said:

@BarefootinHastings
Did this get resolved? I am in a similar situation. NHS Business Services Authority cancelled my DD as my pre-payment certificate was due for renewal last October and they said as it’s the year in which I turn 60 (and therefore get free prescriptions) I won’t need the certificate for the full year. They didn’t tell me (they said they sent a letter but not received). They have previously communicated via email but no email sent to explain why they stopped my DD. Now face prescription charges and a fine. It’s outrageous. 

What was the outcome of your complaint?

You need to start your own thread - there's no point resurrecting one that has seen no life for almost two years.

I'd also suggest that you post here Health & beauty MoneySaving — MoneySavingExpert Forum rather than on the Consumer rights board