Direct Debit taken in error

SFW

I made a manual payment to my Barclaycard on 31/12 at which point I was told within the app that my direct debit (due 06/01) would not be taken. The DD was subsequently taken on 06/01 and after raising this issue via chat I was told that it was within the 3 working days deadline when considering the new year holidays and weekend. Whilst these dates are correct this contradicts everything communicated to me during the manual payment process on the app.

To exacerbate this Barclaycard have refused to refund/return the second payment which has led me to fall into arrears with another institution. This has led to additional fees for non-payment and also looks likely to affect my credit file and scoring.

I have escalated my complaint with Barclaycard who assured me of a full internal investigation with a response within five days. This is now overdue and having got in touch with them again they are unable to provide even a reference for my complaint, much less update me with regard to resolution.

Is there any way to escalate this further, potentially externally), or does anyone have some advice which could help me with this issue? Thanks in advance

eskbanker

If Barclays don't resolve your complaint to your satisfaction then you can escalate to the Financial Ombudsman Service on receipt of their final response, or after eight weeks, whichever comes first.

Brie

Raise another complaint and get the reference number when you do so.  Explain the problem calmly and in nice chronological order to make it easy for the person noting things down.  Be nice to that individual and explain that you are very upset but not at them as you know it's not their fault but someone else's.   Being calm and nice will get them on your side and get you a better result (normally).

When talking to them tell them that you have been "financially inconvenienced" by the error and you expect that to be put right.  (use those words in " " as it's a thing with them).  This correction should at least cover the costs you've incurred with the other organisation(s).  They may consider making an advance to you equivalent to the DD they took which you will need to pay back at some point (it may just be the next DD).

To be put off by someone suggesting that this could be logged as a concern rather than a complaint.  You need it to be a complaint, even if they manage to resolve it when you call.  

And then as eskbanker said it's off to the FOS if it isn't resolved within expected timescales.

35har1old

SFW said:

I made a manual payment to my Barclaycard on 31/12 at which point I was told within the app that my direct debit (due 06/01) would not be taken. The DD was subsequently taken on 06/01 and after raising this issue via chat I was told that it was within the 3 working days deadline when considering the new year holidays and weekend. Whilst these dates are correct this contradicts everything communicated to me during the manual payment process on the app.

To exacerbate this Barclaycard have refused to refund/return the second payment which has led me to fall into arrears with another institution. This has led to additional fees for non-payment and also looks likely to affect my credit file and scoring.

I have escalated my complaint with Barclaycard who assured me of a full internal investigation with a response within five days. This is now overdue and having got in touch with them again they are unable to provide even a reference for my complaint, much less update me with regard to resolution.

Is there any way to escalate this further, potentially externally), or does anyone have some advice which could help me with this issue? Thanks in advance

That's the problem with apps not as easy to save a screen shot of the result also find it strange that they won't return the payment but perhaps you have already used the card and there is no positive balance

Hoenir

Impossible to cancel the direct debit at such notice. I'm therefore surprised the App messaged that this would occur without caveats being attached. 

If your statement is factually correct then will require some senior investigation at Barclaycard. As would be a fundametal flaw in the App design.