Direct Debit Help

SuiDreams

Got a serious problem with one of my DD's with Egg Money. Last week I switched my DD on line to First Direct, now the DD is now showing live on my First Direct online Banking as of Yesterday, but Egg are saying there is no Direct debit set uo with them anymore and that it has been cancelled. So have given them my details to set up DD again and phoned First Direct who confirmed that the orginal one is active and that they haven't cancelled it. No one knows why this problem has occurred and am now worried that the same thing will happen with the second one and my Bill will not be paid. Has this ever happened to anyone else. I have now sent secure messages to both Institutions telling them that the other believes that they are at fault and waiting to see what happens, looks like it may be a few weeks of daily calls to the Bank.

Mikeyorks

SuiDreams wrote: »

Last week I switched my DD on line to First Direct,

Don't quite follow what you are saying. You can't switch your DD. Only the originator can do that either via a paper mandate or their AUDDIS system.

If you're indicating the DD is in favour of Egg and you went via them to target a different account? Then the problem appears to lie with Egg. But it's far from clear what you do mean?

SuiDreams

Last week I logged onto Egg Banking, then in Egg Money went into Manage DD's then change Direct Debit and submitted new Bank Details to Egg (filled in new mandate on line) so that they could switch DD to First Direct. DD is now set up with First Direct after they recieved the Information sent with Egg. First Direct say its Valid Egg say it doesn't exist.

YorkshireBoy

Maybe Egg are waiting for some form of confirmation (or are currently processing it) from FD that the instruction is now set up. After all, you did say it only appeared on FD "yesterday".

Keep a close eye on your Egg Money statement, and if in any doubt pay by other means...but time your payment so it arrives in the 3-day window before the payment due date.

Caution: The payment might go through twice (once by DD and once by whatever other method you use), so budget for it.

SuiDreams

I could be just panicing, but neither institution could give me an answer.

SuiDreams

YorkshireBoy wrote: »

Maybe Egg are waiting for some form of confirmation (or are currently processing it) from FD that the instruction is now set up. After all, you did say it only appeared on FD "yesterday".

But unfortunately they don't seem to have a record of it at all, surely if they were waiting for confirmation, they would have said that, they'd said the mandate to First Direct and were waiting for confirmation from them, not that there is no DD at all on the account.

Mikeyorks

They must have a record of it .... otherwise there could be no mandate set up on your FD account - it's only got there via Egg!

When you vary a DD at source like this it does initiate 2 separate transactions. The first being a cancellation of your existing DD .... and the second, obviously, setting the new one up. It's probably with a dedicated DD team at Egg .... and the call centre staff aren't asking the right people.

But as it stands it's not going to work. So you need, as YorkshireBoy says, to ensure you make the payment via alternate means if it's not established at both ends by the time your next payment is due.

SuiDreams

Mikeyorks wrote: »

They must have a record of it .... otherwise there could be no mandate set up on your FD account - it's only got there via Egg!

When you vary a DD at source like this it does initiate 2 separate transactions. The first being a cancellation of your existing DD .... and the second, obviously, setting the new one up. It's probably with a dedicated DD team at Egg .... and the call centre staff aren't asking the right people.

But as it stands it's not going to work. So you need, as YorkshireBoy says, to ensure you make the payment via alternate means if it's not established at both ends by the time your next payment is due.

They have canceled old one and said that I or bank canelled it not them I haven't done it or told anyone to and it says on my account they are sending me a letter about cancelled DD. They don't seem to have a clue

YorkshireBoy

SuiDreams wrote: »

They don't seem to have a clue

As Mike says, it'll be 'in the system'.

Just give it a couple of days and I'm sure everything will be OK.

And if it isn't, then at least you have a paper trail (assuming you've been secure messaging?) to fall back on.

SuiDreams

Starting to get quite angry with this, Logged on to Egg Internet Banking today and there was a message to ring collections immediately as I MUST have a DD set up on my account. Again they have no info on the first Direct DD, and said the second one I set up over the phone is in process and should be set up in time for my payment and if not they will reverse any charges. Rang First Direct again and they confirm that the DD already on my account is live and was set up via the AUDDIS system, and that they have confirmed to egg that it was set up and Egg cornfirmed they're confirmation at 4.42 am on 8 April and that they are free to take money from it from today onwards. So how come Egg have no Confirmation of this?

SuiDreams

And now EGG are texting me about it, I feel like I'm being hounded for their Error