Alliance & Leicester charging for DD info

Shiggaddi

I went into my branch of A&L on Saturday to pay in a cheque. This was no problem, and whilst I was there, I thought I'd ask to see a list of my direct debits. This was because I have a few going out each month that are not available to view on my online banking. I was directed to the telephone in the branch to make this enquiry.

After waiting 2 and a half minutes of options before joining the queue, and another 5 minutes in the queue, I made my enquiry. I was informed that the reason I can't see some direct debits is because the originator deals with them via the old paper and post method, whereas other companies set them up electronically, and the old fashioned ones are not available to view via online banking. I asked if it was possible to add those ones on, and was told it wasn't.

I then asked if I could be sent a list of all my direct debits, since the online list is unreliable, and I wanted to check if there's any old ones that need cancelling. I was then shocked to be told that it was no problem, but there would be a £10 charge for it!!

I find the £10 charge unacceptable. Firstly I only need the information, because by their own admission, their systems can't allow me to view the details online, so because of their inabilities, they are proposing that I'm out of pocket for it!!

I pointed out that under the banking code, I could instruct another bank to ask them for the list of direct debits when switching accounts, and they would have to provide this information free of charge. She then said it was a bit drastic changing accounts over this. I said that it wasn't for changing accounts, but a way of getting the information for free, as she admitted that it was possible to do this.

Surely this goes against the banking code. If a customer wants details of their direct debits, the bank should be able to provide this information free of charge. Also, the only reason I need this information is because their online banking can't cope with certain direct debit originators and won't display their details, so it's not like I'm asking for a copy of information that I can access online.

vicky_kidder

This seems a bit like penalising you for being environmentally aware and switching to online banking. They've set up a system before it is ready across the board and as it is not a full statement of your account transactions they are not providing the service you were originally getting.

Possibly you could write to them explaining that if they are not going to provide you with the elusive details for free you would like to return to the old paper method to ensure you are getting the full proper service that I would have thought you were entitled to. After all, it's your money in their hands, they surely have an obligation to let you see exactly what's happening to it.

Shiggaddi

The thing is, my bank account is an online only bank account, and switching to paper statements would incur a charge. I had this problem earlier in the year when someone wanted to see paper statements of my bank account in which my salary is deposited. When I mentioned to the company involved that it's an internet account, it was fine to get the printout and get a branch to stamp it.

If I opt for paper statements, I would have to change accounts, and I would lose the free European travel insurance, and have a lower rate of interest, however if they do withdraw the travel insurance, then I would not hesitate changing banks.

vicky_kidder

Grr this really annoys me as you've obviously tried to decrease your impact on the planet by getting behind one of their schemes, but they are not delivering on this.

Maybe tell them that you were not aware that by doing this you would not be able to view all of the activity on your account and this was not made explicit to you, so as a gesture of goodwill could they do it as a one off?

RadoJo

I'm confused - are these old, cancelled direct debits or current ones? Surely if they are current, then you can use your statements to track the payments, and if they are discontinued ones then you have already cancelled them. That's not to say I don't appreciate your frustration, I'm just trying to think of a way round it that doesn't involve all the fuss of taking on the bank.

Shiggaddi

RadoJo wrote: »

I'm confused - are these old, cancelled direct debits or current ones? Surely if they are current, then you can use your statements to track the payments, and if they are discontinued ones then you have already cancelled them. That's not to say I don't appreciate your frustration, I'm just trying to think of a way round it that doesn't involve all the fuss of taking on the bank.

There is one current one going out each month, and one which goes out once a year. I have had a stoozing credit card about a year ago, and that direct debit was also not available to view online at the time, so it made me think about whether there's any old ones on there that need cancelling.

chocolatechipcookies

Shiggaddi wrote: »

I went into my branch of A&L on Saturday to pay in a cheque. This was no problem, and whilst I was there, I thought I'd ask to see a list of my direct debits. This was because I have a few going out each month that are not available to view on my online banking. I was directed to the telephone in the branch to make this enquiry.

After waiting 2 and a half minutes of options before joining the queue, and another 5 minutes in the queue, I made my enquiry. I was informed that the reason I can't see some direct debits is because the originator deals with them via the old paper and post method, whereas other companies set them up electronically, and the old fashioned ones are not available to view via online banking. I asked if it was possible to add those ones on, and was told it wasn't.

I then asked if I could be sent a list of all my direct debits, since the online list is unreliable, and I wanted to check if there's any old ones that need cancelling. I was then shocked to be told that it was no problem, but there would be a £10 charge for it!!

I find the £10 charge unacceptable. Firstly I only need the information, because by their own admission, their systems can't allow me to view the details online, so because of their inabilities, they are proposing that I'm out of pocket for it!!

I pointed out that under the banking code, I could instruct another bank to ask them for the list of direct debits when switching accounts, and they would have to provide this information free of charge. She then said it was a bit drastic changing accounts over this. I said that it wasn't for changing accounts, but a way of getting the information for free, as she admitted that it was possible to do this.

Surely this goes against the banking code. If a customer wants details of their direct debits, the bank should be able to provide this information free of charge. Also, the only reason I need this information is because their online banking can't cope with certain direct debit originators and won't display their details, so it's not like I'm asking for a copy of information that I can access online.

My DH has an A&L account, and can see all of his DDs on his internet account. I just don't get how or why you can't see yours. I know banks charge £10 to get copies of your statements, so I guess they can charge for a list of DDs. But, when I need to find something out, I call and they tell me over the phone - but I'm with NatWest.

C_Ronaldo

Im with rbs and if i know te amount of a certain dd i can ask them to search for any dds with that amount, surely A&L can do the same thing

Shiggaddi

Chocolate, I can see most of my DDs, but with there are a couple which they don't show, and when I spoke to them on the phone, that was why. It then prompted me to want to see if there's any more old ones that need deleting, as I know I had a stoozing card a while back that never shown.

I only want to see what is there, rather than cancel, unless I find something there that was forgotten a long time ago.

odowdchr

Shiggaddi wrote: »

The thing is, my bank account is an online only bank account, and switching to paper statements would incur a charge. I had this problem earlier in the year when someone wanted to see paper statements of my bank account in which my salary is deposited. When I mentioned to the company involved that it's an internet account, it was fine to get the printout and get a branch to stamp it.

I noticed this with A&L.
You can print out statements, but it strips off all your personal info so is no use to anybody as proof of you holding an account......proper printed copies are chargeable.

brightonman123

i would change banks if they are going to play silly boogers. they may only do something though, when enough people move away..