Direct Debit Indemnity Claim timescales

shiraz99

I recently put in an indemnity claim with NatWest to reverse a direct debit payment that was mistakenly made by my energy provider.

What sort of timescale am I looking at to get my money returned to my account? I'd like to cancel the direct debit to stop any future, unauthorized payments to go through but not sure if this will cause further problems whilst the claim is outstanding.

DullGreyGuy

shiraz99 said:

I recently put in an indemnity claim with NatWest to reverse a direct debit payment that was mistakenly made by my energy provider.

What sort of timescale am I looking at to get my money returned to my account? I'd like to cancel the direct debit to stop any future, unauthorized payments to go through but not sure if this will cause further problems whilst the claim is outstanding.

It's immediate, though obviously it depends on how you raised it... on the phone then it's likely back before you put the phone down. If it's a ticket thats been raised then naturally it will depend on the queue for the ticket to be reviewed. 

shiraz99

DullGreyGuy said:

shiraz99 said:

I recently put in an indemnity claim with NatWest to reverse a direct debit payment that was mistakenly made by my energy provider.

What sort of timescale am I looking at to get my money returned to my account? I'd like to cancel the direct debit to stop any future, unauthorized payments to go through but not sure if this will cause further problems whilst the claim is outstanding.

It's immediate, though obviously it depends on how you raised it... on the phone then it's likely back before you put the phone down. If it's a ticket thats been raised then naturally it will depend on the queue for the ticket to be reviewed. 

I understood this was only if it was raised on the day the money went out. If after this it can take more time to "investigate". I raised it over a week ago.

DullGreyGuy

shiraz99 said:

DullGreyGuy said:

shiraz99 said:

I recently put in an indemnity claim with NatWest to reverse a direct debit payment that was mistakenly made by my energy provider.

What sort of timescale am I looking at to get my money returned to my account? I'd like to cancel the direct debit to stop any future, unauthorized payments to go through but not sure if this will cause further problems whilst the claim is outstanding.

It's immediate, though obviously it depends on how you raised it... on the phone then it's likely back before you put the phone down. If it's a ticket thats been raised then naturally it will depend on the queue for the ticket to be reviewed. 

I understood this was only if it was raised on the day the money went out. If after this it can take more time to "investigate". I raised it over a week ago.

https://www.directdebit.co.uk/direct-debit-guarantee/

• If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society
• If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to

shiraz99

Turns out that my initial request that I did online via their chat service was ignored. I ended up calling and speaking to an actual person who sorted it out for me straight away.