Advice about contacting a company please

Roberta_Cratchit

https://forums.moneysavingexpert.com/discussion/comment/81989358#Comment_81989358

Thanks for the link, @eddddy. I'm seeing her tomorrow so I'll try then.

Thanks, but it's not a DD, @JSmithy45AD - she only has two DDs coming out of her Nationwide account.

SiliconChip

Nationwide are misleading you. As explained in the MSE article the FCA says that banks MUST cancel a CPA when asked. Go back and reiterate that you wish to cancel, and if they come back with the same 13 months nonsense make a formal compaint. Note that cancellation by the bank does not stop the requirement to pay, so you'll need to continue to get it cancelled by Change.

https://www.moneysavingexpert.com/banking/recurring-payments/

Roberta_Cratchit

Thank you. I will ring Nationwide again tomorrow and hopefully I'll get a reply from Change so I can actually talk to them about it.

Frozen_up_north

Many years ago I had a similar situation with a credit card and "continuous payments". A solicitor friend said to instruct the bank to cease making these payments and they are required to act on your instructions. I find it odd that they appear put a time limit on the stop instruction.

As a matter of interest, PayPal have a useful feature where you can view and edit/stop all potential future paymens.

Roberta_Cratchit

Thanks for all the replies.

Change have responded to yesterday's email with some questions to help them find the payment their end, which I've now provided, so I will wait to see what happens next.

I'm going to register my mum's POA with the Nationwide next week and once that's done (they say it'll take a couple of weeks) I will talk to them to ensure it's permanently stopped.

Thanks again. 🙂

Grumpy_chap

Simply cancelling the DD with Nationwide may not end the liability to pay the online supplier for whatever they are providing (or not providing).

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/comment/81990540#Comment_81990540

It's not a DD in this case but in general if you can't determine what it's for then cancelling should generate a response from someone.

Roberta_Cratchit

I just wanted to update to say I received the following email from "Change" today:

Thank you for the information shared.

I'm sorry to hear how worrying this situation is for your mum, especially given her age and the difficulty you’ve had getting a response, and I’m here to help you ensure the charges are properly canceled and provide the reassurance you both need.

Upon review, I can confirm that a membership was activated when someone promoted the petition [Redacted]. This happens because the option to join as a monthly member is presented as an opt-out during the contribution process.

Rest assured, I’ve fully canceled your membership effective immediately, and no future charges will be made.

If there is anything I can assist you with, let me know. I’m always here and happy to help.

Have an excellent day! 😊✨

Best Regards,
Mercedes

I've explained to my mum what happened and have told her to wait until I'm over if she wants to sign future petitions so she doesn't accidentally do this again

Thanks to everyone who commented, and who shared information and advice. 🙂