TSB Spend & Save Switch. Start 15th Jan End 31st Jan 24

What_time_is_it

Do the Direct Debits have to actually come out? i.e. make a payment?
Or can they just be set up and live?

I've got 2 active direct debits that were due to be paid on the 1st. Moved the date of payment back to the 25th (long story!) so they haven't actually been debited yet. Does that mean I won't get the £125 bonus? Do I need to set up 2 more direct debits?

I did the switch over a month ago now, and haven't had the £125 bonus yet. Is this normal. Have other people had the bonus already?

danny13579

The bonus isn't due to be paid until between 20th and 29th March.

I think I read either in the T&Cs at the time or somewhere in the app, for TSB to consider a direct debit as active a payment needs to have been taken from it.

WillPS

danny13579 said:

The bonus isn't due to be paid until between 20th and 29th March.

I think I read either in the T&Cs at the time or somewhere in the app, for TSB to consider a direct debit as active a payment needs to have been taken from it.

They don't need it to be taken, but that's the only sure-fire way to prove after the fact that it was active.

danny13579

WillPS said:

danny13579 said:

The bonus isn't due to be paid until between 20th and 29th March.

I think I read either in the T&Cs at the time or somewhere in the app, for TSB to consider a direct debit as active a payment needs to have been taken from it.

They don't need it to be taken, but that's the only sure-fire way to prove after the fact that it was active.

I really wish they would define what an active direct debit is. In the app both new and inactive direct debits are all lumped in together. From what I can see a direct debit is active either if it has been paid out in the last 13 months, or if it has never been paid out, is less than 13 months old.

WillPS

danny13579 said:

WillPS said:

danny13579 said:

The bonus isn't due to be paid until between 20th and 29th March.

I think I read either in the T&Cs at the time or somewhere in the app, for TSB to consider a direct debit as active a payment needs to have been taken from it.

They don't need it to be taken, but that's the only sure-fire way to prove after the fact that it was active.

I really wish they would define what an active direct debit is. In the app both new and inactive direct debits are all lumped in together. From what I can see a direct debit is active either if it has been paid out in the last 13 months, or if it has never been paid out, is less than 13 months old.

Even if they did define it, the only sure-fire way to prove a DD was definitely active during a time period is to have a DD payment made. I always recommend trigerring a DD payment in these circumstances - I once almost lost a complaint because I was struggling to prove a DD was active. I had a lucky break that time but I wouldn't want to be in the same position again.

danny13579

WillPS said:

Even if they did define it, the only sure-fire way to prove a DD was definitely active during a time period is to have a DD payment made. I always recommend trigerring a DD payment in these circumstances - I once almost lost a complaint because I was struggling to prove a DD was active. I had a lucky break that time but I wouldn't want to be in the same position again.

I agree, I've already made 2 direct debits out of mine, for the above reason. 

HillStreetBlues

I didn't get double cashback last month just £5. So messaged them today about it, got the extra £5 plus £10 in compensation (never asked for that).

danny13579

HillStreetBlues said:

I didn't get double cashback last month just £5. So messaged them today about it, got the extra £5 plus £10 in compensation (never asked for that).

I finally got mine last Monday, took 3 attempts through their chat, no compensation.

HillStreetBlues

danny13579 said:

I finally got mine last Monday, took 3 attempts through their chat, no compensation.

My message was just  "I didn't get the double cashback last month" after confirming it my address & phone number it was passed to the Customer Relations Team.  Then the last message they sent was apologising and  offering the £5 and £10 compo and was I happy to close my complain, which I did.
I never stated it was a complaint, so wondered it it was processed as one hence the compo.

danny13579

HillStreetBlues said:

danny13579 said:

I finally got mine last Monday, took 3 attempts through their chat, no compensation.

My message was just  "I didn't get the double cashback last month" after confirming it my address & phone number it was passed to the Customer Relations Team.  Then the last message they sent was apologising and  offering the £5 and £10 compo and was I happy to close my complain, which I did.
I never stated it was a complaint, so wondered it it was processed as one hence the compo.

Mine was also escalated to a complaint, passed to the customer relations team, and I also received an apology. That was it. I wasn't asked if I wanted to close the complaint, they just closed it. I guess it's the luck of the draw who's dealing with your complaint!