Direct debits have not transferred with CASS

DrGen

Hello, we have just switched our longstanding joint current account from Triodos to Starling using the CASS (of which they are both members).

None of our direct debits have moved across. There are no direct debits active on the new account. This is our main joint account from which all of our bills including mortgage, utilities, subscriptions, loan repayments, council tax etc are debited. Not new debits but longstanding ones.

As soon as we realised (because of receiving multiple notices of our cancelled direct debits from creditors etc) we contacted both banks. Triodos have said they are looking into it. Starling told us that Triodos sent them no direct debit instructions and that now that the switch is complete they are "unable to set up instructions" though they have also opened a complaint internally and we await to hear further from their complaints team.

We have also noticed that none of our saved payee details have moved across. It's as though literally only the balance of the account has been transferred!

I have had a search and can't see any instances of a failure of CASS to transfer a single direct debit(!) I have already begun to rearrange debits because we don't want to miss repayments that may affect our credit score.

Firstly, has anyone experienced this?

Secondly, surely it's not true that Starling can't now do anything to help because the switch is completed - I thought they are obliged to sort this out and financially responsible to cover any losses?

Is it reasonable to ask our bank to compensate us for the stress and effort we're having to expend on this - and if so, which one? What I've read about CASS indicates it is the new Bank's responsibility but it also seems as though this is an error of Triodos' making.

Thank you

born_again

Some banks only show DD's once they are paid out.
So it is possible that they are there, just waiting for company to take the payment.

Best bet is to contact Starling & ask what DD's are on their system. If they say none, then raise a complaint about the failure of the CASS system to transfer over. As they will have to resolve the issue.

dealyboy

Hi OP ... sorry to read about your experience, I think what you have stated in terms of CASS process and responsibility is exactly right. I have now done many switches via CASS and have not heard of a similar case, although I don't normally have DDs and payees. It is very disappointing to read that Starling are not owning the situation and recognising their obligations.

Hopefully somebody from our very experienced membership will come along soon to give some ways forward.

boingy

I've never heard of one failing in this way. It's very clear from the CASS rules that the responsibility for sorting it lies with Starling as the receiving bank. 

From the CASS website here:

https://www.currentaccountswitch.co.uk/help-support/

If something goes wrong

Q. My switch is not going as promised. Who do I contact?

A. If there’s a problem with your switch you should contact the bank or building society you are switching to. If you've got any questions about the switching process, take a look at our how to switch page.

Q. My Direct Debit hasn’t moved across after I’ve switched. What do I do?

A. If you're missing a Direct Debit and your switch is complete, contact your new bank. Remember all payments are covered by the Current Account Switch Guarantee and any charges or interest incurred on your old or new account as a result of the error will be refunded.

Q. Who do I tell if I think the Current Account Switch Service does not meet my requirements? (Please note: if you have a complaint about the way the service has been delivered by your new bank please contact them directly.)

A. If you think you have found a flaw, or missing feature, in the service design, or in the way that Pay.UK operates the service, please contact:

By email: Complete the Contact us form (https://www.currentaccountswitch.co.uk/contact-us/), including a summary of the issue that you would like to raise.

By post: CASS Advisor, Pay.UK Limited, 2 Thomas More Square, London, E1W 1YN​. Enclosing a summary of the issue that you would like to raise.

Pay.UK will acknowledge receipt within 2 working days of receiving the email / letter and for more complex questions provide a detailed (initial) response within 10 working days.

Starling need to sort it out for you and reimburse you for any costs you incurred.

DrGen

Starling have confirmed there are no direct debits associated with the account.

These are their words:

"We've been contacted your old bank who have confirmed that the payment arrangements were not sent to us as intended.

Unfortunately, at this stage, we are unable to set up the instructions as the switch has now completed"

I have messaged them to challenge this and also have raised a formal complaint (response pending). Triodos have indicated they are working with Starling to fix the issue and will update us, but now it's the weekend I'm imagining we won't get any further until Monday!

steven141

I’ve done many switches and mostly they go through, there has been the odd occasion where I noticed that I don’t have a direct debit set up on my utility company account and I’ve just set it up manually but it’s not very often. 

That’s disappointing with Starling Bank, if they don’t handle the complaint well, if it were me, I’d be looking elsewhere. 

sheramber

steven141 said:

I’ve done many switches and mostly they go through, there has been the odd occasion where I noticed that I don’t have a direct debit set up on my utility company account and I’ve just set it up manually but it’s not very often. 

That’s disappointing with Starling Bank, if they don’t handle the complaint well, if it were me, I’d be looking elsewhere. 

Staeling have advised

"We've been contacted your old bank who have confirmed that the payment arrangements were not sent to us as intended.

WillPS

I have had this but can't for the life of me remember which were the providers in question.

In my case it was a credit card payment which didn't happen as it should have. Luckily I caught the problem the day payment was due and was able to send a faster payment which meant I wasn't late, but I suggested that suitable compensation would be the value of the payment (low 3 figures) and it was provided.

DrGen

Triodos have today told us "we are in direct communication with Starling Bank to ensure the correct direct debits are set up on your new account"

Starling have today reiterated that "as the switch is complete, we are unable to set up direct debit arrangements"

Both have apologised, and both are in agreement that due to an error / issue on Triodos' end, Triodos informed Starling that we had no direct debits on the account at the time of the switch, which has caused the issue. They have both referred us to their internal complaints team from whom we have heard nothing yet.

As we don't know where we stand - the updates from either bank directly contradict one another (!) - we have begun to individually amend our direct debits so that we will hopefully not default on payments. Obviously this is literally hours of work.

I've sent an email to CAS service directly to ask about what should happen in this situation.

dealyboy

Thanks for the update DrGen (OP). As you know the CASS process has a number of guarantees and it is the receiving party that is the guarantor, I've looked into this myself and have wondered what sanction, if any, CASS imposes on a party breaching their commitment, expulsion from the scheme?

eskbanker

dealyboy said:

Thanks for the update DrGen (OP). As you know the CASS process has a number of guarantees and it is the receiving party that is the guarantor, I've looked into this myself and have wondered what sanction, if any, CASS imposes on a party breaching their commitment, expulsion from the scheme?

It's not in the industry's interests to reduce switching opportunities by preventing players from participating, so, unless there's any evidence of repeated and egregious negligence, I'd have thought it highly unlikely that there'd be any meaningful form of sanction, especially given that CASS is ultimately run by what is effectively the payments industry trade association, Pay.UK.  If the FCA notices significant numbers of complaints relating to the performance of a specific participant then they might feel the need to intervene, but my suspicion would be that CASS-related complaint volumes would generally be in rounding error territory....