Two debits for one purchase. Help!

m277

Hi, I'm wondering if anyone can help me.
This is the situation:
I bought something from Dixons in April on a Visa debit card. They've taken the money for that in April. Now having just checked my statement, they've also taken the same amount again on Saturday (10th Sept). So that's 2 lots of money for one purchase.
What do I do? Has anyone been in this situation before? I've already talked to Halifax and they say they can't do anything because its a debit card transaction.

btw its the Oxford branch of Dixons so I can't sort it out with them until October (when I'm back at uni).

Thanks in advance
M

Jay-Jay_4

m277 wrote:

Hi, I'm wondering if anyone can help me.
This is the situation:
I bought something from Dixons in April on a Visa debit card. They've taken the money for that in April. Now having just checked my statement, they've also taken the same amount again on Saturday (10th Sept). So that's 2 lots of money for one purchase.
What do I do? Has anyone been in this situation before? I've already talked to Halifax and they say they can't do anything because its a debit card transaction.

btw its the Oxford branch of Dixons so I can't sort it out with them until October (when I'm back at uni).

Thanks in advance
M

Is your Visa debit card with the Halifax?

If so and you've have had an unauthorised debit on your account then why can't they do anything about it?

It's not up to you to sort it out, it's up to them.

m277

The debit card is with the Halifax. They said that there's no specific form or anything that I can fill in since it's not fraud.

Pagan98

If there isn't a form, write them a letter addressed to your Branch Manager. You need to state that there is an disputed transaction on your account and give the details. You could volunteer that this appears to be a duplicate of a valid charge to the same retailer for the same amount at an earlier date and reference the previous transaction as well. Ask them to refund your money and waive any charges incurred by the disputed
transaction.

It will then be up to Halifax to confirm that it is a valid transaction by providing the authorisation details (the retailer's copy of the signature or pin transaction slip) and you should be prepared to ask for both receipts if necessary. In practice, I expect Halifax will back down once you put the complaint in writing.

HTH.

Savvy_Sue

And I would either phone Dixons in Oxford or send them a copy of the letter to the Halifax. Can't see why you should wait until you get back to Uni to challenge them about it!

derrick

You can get a refund as your debit card is a VISA debit card, see HERE
and HERE VISA debit cards have some comeback but debit cards without the Visa logo don't.
Ask your bank to do a "chargeback" they will know what it means.
Also you could phone their customer services, 0113 2851884
and their help desk 0113 2851332

m277

Savvy_Sue wrote:

And I would either phone Dixons in Oxford or send them a copy of the letter to the Halifax. Can't see why you should wait until you get back to Uni to challenge them about it!

I'm challenging Dixons about it now. Just can't get to the Dixons in Oxford till October. Not very money saving if I spent £35 on a return train ticket!

Jay-Jay_4

m277 wrote:

I'm challenging Dixons about it now. Just can't get to the Dixons in Oxford till October. Not very money saving if I spent £35 on a return train ticket!

You don't need to go to Dixons at all. You have an unauthorised transaction on your account and you bank HAS to sort it out for you. They have allowed Dixons to debit your account so they have to refund you.

You need to phone them up and 'complain'. If a customer phones a bank to ask some questions then the bank don't have to do anything about it apart from answer the questions, however, if a customer phones up to 'complain' the bank have to log the call and respond within 48 hours. The 'complaint' has to be resolved before the bank can wash their hands of it.

Jnelhams

If you have a problem the Bank are duty bound to help. Here are the details of Complaints procedure for Halifax. I had similar crud with EGG who tried to sting me for a currency payment and the exchange difference and it was not even my purchase!
I created merry hell with EGG and won, then told them to stuff their card.

How to complain


If you have a problem, we can help

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to resolve the problem quickly and to your satisfaction. If you are unhappy with our response, you can take your complaint further through our complaints procedure outlined below.

Following our complaints procedure does not affect your legal rights.


Stage 1 - Where you first make your complaint

We aim to resolve your concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within five working days who will reply.

The people you first raise the matter with are often able to help, but there may be occasions when a specialist area needs to be involved. If you don't know who to contact, you can:

Call Customer Relations on 08457 25 35 19. Lines open 9am (9.30am Wednesdays) to 5pm Monday to Friday
Textphone Customer Relations on 08456 00 17 50 (if you have a hearing impairment)
Write to us at:
Halifax plc
Halifax Customer Relations
Trinity Road
Halifax
HX1 2RG
We will then arrange for the right person to look into and respond to your concerns.


Stage 2 - Customer Relations

In the unlikely event that you remain unhappy, you can ask for your complaint to be referred to a Customer Relations manager for further review. If you are still not satisfied you can, at this stage, ask the Financial Ombudsman Service to help, or for
service-related complaints about Halifax Estate Agencies Limited, the Ombudsman for Estate Agents

The Halifax supports fully and is a member of both the Ombudsmen Schemes. These are impartial and conduct independent investigations.

Ombudsmen addresses

For most complaints about Halifax products and services:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR

Phone: 08450 80 18 00
email address: enquiries@financial-ombudsman.org.uk

Website: https://www.financial-ombudsman.org.uk (new window)

For complaints about Halifax Estate Agencies Limited:

The Ombudsman for Estate Agents
Beckett House
4 Bridge Street
SALISBURY
SP1 2LX

Phone: 01722 33 33 06
email: admin@oea.co.uk
Website: https://www.oea.co.uk (new window)

RhiannonB_2

Like every other bank they have a duty to get that money back for you!!!!!

I work for Lloyds TSB and lately i had a debit payment on my account who is also with Lloyds that had been debited twice. I phoned our desputited Debit Card Helpdesk and they got right on to it. They sent me forms for me to fill in to say why i thought the payment was incorrect and to put my reason i then sent it back and within days the money was back in my account. I have since had a letter saying that they have contacted the people in question for proof of reciept (this is what your bank should be doing) to which they have not comeforth they had a further 20days for reply to which if they show proof of purchase the money will be debited back from my account and i will be shown the proof of purchase, if not then they will then request the refund back from that company. I have heard no further correspondance and that the 20days have passed and no proof of purchase has been presented. Just goes to show who the guilty party are. Do not let your bank get one over on you like this. They should have a desputited debit card department cos it is fraud as you have NOT AUTHORISED this payment!!!!!!!

Bendybops19

Yep as RhiannonB has said, it is Fraud as they have taken money from you by whatever means and you have not authorised for this to happen. It is YOUR money, Dixons cannot take money out of your account willy nilly, thats awful!!
I had the same happen to me by a Union i hadnt even officially joined!