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  • FIRST POST
    • veryintrigued
    • By veryintrigued 27th Apr 18, 6:10 PM
    • 2,560Posts
    • 2,108Thanks
    veryintrigued
    TSB credit card monthly direct debit not taken today
    • #1
    • 27th Apr 18, 6:10 PM
    TSB credit card monthly direct debit not taken today 27th Apr 18 at 6:10 PM
    Just in case others are experiencing the same as some of us and don't look at the Banking section of this forum.

    Presumably linked to the movements of TSB Banking platform this last week.

    https://forums.moneysavingexpert.com/showpost.php?p=74214589&postcount=463
Page 2
    • bubieyehyeh
    • By bubieyehyeh 9th May 18, 8:09 PM
    • 417 Posts
    • 120 Thanks
    bubieyehyeh
    The FAQ on the website, says they are aware of the credit card problems, says its only affecting some customers.
    • Dobbibill
    • By Dobbibill 9th May 18, 9:01 PM
    • 3,396 Posts
    • 4,372 Thanks
    Dobbibill
    It seems like the DD not debiting is common among a few of us.

    Mine was due on the 8th and as yet still hasn't debited.

    I don't want to make a manual payment as that will mess up my DDs for interest on my Club Lloyds account.

    @Ben - I also have minus (-) signs on my statement. This may be the way they are now showing spending on a CC. It's a new one on me but as long as they provide a plus (+) when they have the payment or a refund then it should work out in the end.

    I'm going to sit it out and hope they take it before the end of May - finger's crossed anyway.
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    • juliamarsh
    • By juliamarsh 10th May 18, 10:48 AM
    • 341 Posts
    • 393 Thanks
    juliamarsh
    My direct debit hasn't gone out today either. And like others, if I look at the credit card transactions online there are minus signs and about 3 months worth of transactions. No option to send a secure message so you have no choice but to ring up and hang on the phone. Think I might post up on their Facebook page
    • pochisoldi
    • By pochisoldi 10th May 18, 11:20 AM
    • 147 Posts
    • 88 Thanks
    pochisoldi
    ... so you have no choice but to ring up and hang on the phone. Think I might post up on their Facebook page
    Originally posted by juliamarsh
    That'll be a waste of time.
    I posted on their Twitter feed and got the reply "Have you given us a phone call?"
    I could spend 30 minutes on the phone telling them that my direct debit didn't go out, I can only see the last 20 transactions on any account, no access to statements, my online "statement due" date is being populated with the payment due date, the amount due has been blank or 0.00 since the meltdown started, the confirm button to change back to paper statements isn't active, the "download transactions" function offers me the option to download into "Quiquen", but all I will get is platitudes and windup excuses that it isn't affecting everyone.

    I'm just going to wait a couple of days and then see whether (1) they manage to produce a statement, (2) allow me to read the contents of that statement and (3) manage to credit the cashback I earned last month.

    What really brasses me off as an engineer, is that nobody appeared to carry out any testing of the "new" website - when you have a front end with spelling mistakes, non-functional links, and fields populated with incorrect values, it becomes obvious that the migration was under resourced and they were forced to recruit their UK customer base to act as alpha testers.

    PochiSoldi
    • juliamarsh
    • By juliamarsh 10th May 18, 11:57 AM
    • 341 Posts
    • 393 Thanks
    juliamarsh
    PochiSoldi I wondered exactly the same about whether the new website was tested before it went live - incredibly and inexplicably I can't see that it can have been - very alarming for a so called 'professional' organisation! I agree with everything you say, which was why I abandoned my phone call today, and also knew it would be pointless to ring up when I couldn't get into my bank account or make payments last week so I just waited. I have however sent them a private message on Facebook, detailing the problem and asking them to confirm that I won't incur late payment charges or miss out on my cashback as a result. At least then I have a written record that I have contacted them, and it was a lot quicker than waiting on the phone! I did also post up on their wall, although judging by the myriad other posts from people with far more dire problems than mine I don't expect a response!
    • mrssjs
    • By mrssjs 10th May 18, 1:47 PM
    • 604 Posts
    • 6,261 Thanks
    mrssjs
    My DD should have been taken from Halifax on 27.04.2018 but it still hasn't. For some reason I cannot (never been able to) see my credit card on my TSB banking page (just my banking accounts). I cannot get through on the phone at all
    • juliamarsh
    • By juliamarsh 10th May 18, 2:45 PM
    • 341 Posts
    • 393 Thanks
    juliamarsh
    For some reason I cannot (never been able to) see my credit card on my TSB banking page (just my banking accounts).
    Originally posted by mrssjs
    It doesn't appear automatically, there is an option online to request for it to be added to your viewable accounts......when conditions are operating normally that is, but who knows when or whether that will happen again
    • Vortigern
    • By Vortigern 10th May 18, 6:52 PM
    • 2,601 Posts
    • 1,789 Thanks
    Vortigern
    TSB should have pulled a minimum payment by DD today.
    Given their ongoing problems I made a manual payment 2 days before the scheduled DD date. This should not have stopped the DD being used.

    The DD has not yet been pulled.
    • pochisoldi
    • By pochisoldi 10th May 18, 8:34 PM
    • 147 Posts
    • 88 Thanks
    pochisoldi
    TSB should have pulled a minimum payment by DD today.
    Given their ongoing problems I made a manual payment 2 days before the scheduled DD date. This should not have stopped the DD being used.

    The DD has not yet been pulled.
    Originally posted by Vortigern
    My last payment should have been minimum on DD, and balance by bill payment.
    The bill payment went through some time between 0100 and 0130.

    According to https://www.bacs.co.uk/documentlibrary/dd_introduction.pdf the claiming a DD payment process takes 3 days: Day 1: Input (organisation submits the payment request to BACS), Day 2: processing (by bank/building society), Day 3: Entry (the money gets paid over).

    So there's no way there can be a correlation between a scheduled payment made less than 2 days before the DD was due and TSB failing to request payment.

    I'm just waiting for someone at Chaos Central to push the wrong button and everyone's delayed direct debit gets pulled X weeks after the event, in which case I'll just invoke the DD guarantee and get my money back. (because I made a second bill payment on the day, when I realised the DD process had failed).

    PochiSoldi
    • No_6
    • By No_6 10th May 18, 10:57 PM
    • 680 Posts
    • 139 Thanks
    No_6
    You should have waited....don't panic people
    you are covered by the DD or TSB when they get
    their system working again ??

    hopefullly
    • P-Nuts
    • By P-Nuts 11th May 18, 12:24 AM
    • 14 Posts
    • 4 Thanks
    P-Nuts
    Hahaha TSB have just sent me a second "PLEASE BEAR WITH US" letter, dated the same date. I've only complained once so far!
    • Ben8282
    • By Ben8282 11th May 18, 1:17 AM
    • 2,459 Posts
    • 1,133 Thanks
    Ben8282
    An update on the above.
    My full balance direct debit was NOT taken today.
    Called TSB at 0530. Finally managed to speak to a human at about 0615. I think a 45 minute wait at that time in the morning shows that something must be pretty wrong!
    Explained about the direct debit not being taken and also mentioned the internet banking problems mentioned above.
    Nothing in the staff member's manner suggested this was an ongoing or familiar problem. Put me on hold while he looked into the problem. Came back and said (as if it was a big surprise to him that he had just found out about) that they were having problems with their direct debits. Showed irritation when I interrupted his reading of his script. Said that they had been working behind the scenes and that behind the scenes that I couldn't see they had applied a credit to the account to avoid any late payment charge and that they would be contacting me by letter to advise me when the direct debit would be taken. I asked why by letter and was told it was because they hadn't taken the direct debit on the correct date and would have to give me notice before they took it. Nothing in his manner suggested that would be any time soon.
    I pointed out that I was still unable to see any statements and that the list of transactions showed current unstatemented transactions and transactions which had appeared on the last statement all mixed up and that they were all showing as negative (-) amounts as if they were refunds and the balance on last statement was showing as 0.00 in contradiction to the correct statement balance shown in the header but he appeared either unwilling or unable to understand what I was saying and tried to insist that displaying transactions as - was correct as it was a debit to the account. Ended with me telling him that maybe I wasn't explaining myself clearly but what I was seeing was not normal.
    Told him was not currently using the card and would not be using it again until what I was seeing started to make sense again but he failed to respond in any way to this comment.
    No apology except for the initial long wait to have my call answered.
    Originally posted by Ben8282

    Latest update.
    New statement was issued today.
    Unable to see the statement of course but I can see from the balance and recent transactions list that I have been charged 24.96 interest as a result of their not taking my full balance direct debit. Trying to call them now. Been holding for over half an hour so far.
    This really is getting beyond a joke.
    ---------------
    Update. Gave up on trying to call them after being on hold waiting for over an hour.
    Last edited by Ben8282; 11-05-2018 at 1:52 AM.
    • molerat
    • By molerat 11th May 18, 8:34 AM
    • 19,574 Posts
    • 13,772 Thanks
    molerat
    Latest update.
    New statement was issued today.
    Unable to see the statement of course but I can see from the balance and recent transactions list that I have been charged 24.96 interest as a result of their not taking my full balance direct debit. Trying to call them now. Been holding for over half an hour so far.
    This really is getting beyond a joke.
    ---------------
    Update. Gave up on trying to call them after being on hold waiting for over an hour.
    Originally posted by Ben8282
    Why bother, just leave them to it, they are in the wrong.

    https://www.tsb.co.uk/personal/frequently-asked-questions/

    There have been some issues with direct debits being paid for TSB credit cards. We're really sorry about this. We are investigating the problem and if your payment to your TSB card hasn't been triggered we will be in touch to let you know, and will try to take the payment on your next due date. You will not be charged any extra interest or fees as a result of a delayed direct debit, and there will be no impact on your credit record. You don't need to contact us about this - we will be making corrections to any extra interest that you may see on your credit card account.
    Last edited by molerat; 11-05-2018 at 9:00 AM.
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    • fabsaver
    • By fabsaver 12th May 18, 12:41 PM
    • 911 Posts
    • 2,227 Thanks
    fabsaver
    I have been affected too as my monthly direct debit on the 4th May wasn't taken. At that time there wasn't anything on their FAQ about it. Their website was stating that direct debits were working normally.

    I wasn't sure what to do. It was obviously the fault of TSB. They would have to put things right eventually and ensure no extra charges or negative impact on credit files. However the rate things are going to fix their web issues, I was concerned that it could take months to resolve.

    I therefore decided to make another manual payment on the due date, from my TSB current account. After much stress trying to log in, multiple different error messages and being kicked out numerous times I finally got the payment to go through. It appeared on my credit card balance later the same day, so I don't think I was charged any interest.
    • pochisoldi
    • By pochisoldi 12th May 18, 1:47 PM
    • 147 Posts
    • 88 Thanks
    pochisoldi
    I have been affected too as my monthly direct debit on the 4th May wasn't taken.
    <SNIP>

    I therefore decided to make another manual payment on the due date, from my TSB current account. After much stress trying to log in, multiple different error messages and being kicked out numerous times I finally got the payment to go through. It appeared on my credit card balance later the same day, so I don't think I was charged any interest.
    Originally posted by fabsaver
    Check your statement which should have been issued on the 9th or 10th.
    Oh, silly me, we don't get statements anymore, or access to anything beyond your last 20 transactions.

    Seriously - my DD was due on the 4th, cleared by bill payment on the day.
    My nominal statement date was the 10th, and I haven't been charged any interest.
    Other people who did nothing (some because they were told to do nothing), have been charged interest, have wasted 30+minutes of their life on the phone to TSB and been promised that the interest will be unrolled.

    At the moment the only way you can track what's happening with your credit account is to regularly copy/download transactions and keep your own record in a spreadsheet, MS Money etc.

    My April cashback hasn't arrived yet either.

    Never mind, on June 28th the card gets used for the last time, when the cashback ends. (Note that transactions on Friday 29th June won't get processed until Monday 2nd July, and won't get any cashback)

    PochiSoldi
    • molerat
    • By molerat 14th May 18, 8:08 AM
    • 19,574 Posts
    • 13,772 Thanks
    molerat
    DD due and gone out today. Still no 5 though.


    edit: TSB shows DD credited to account this evening.
    Last edited by molerat; 14-05-2018 at 10:11 PM.
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    • sorrytohearit
    • By sorrytohearit 15th May 18, 10:00 AM
    • 2 Posts
    • 1 Thanks
    sorrytohearit
    My ccard payment not taken
    Yes, my monthly payment not taken either. Causes me real issues with lack of current available balance and potential interest charges that i will need to reclaim. In the queue to speak to someone... been 50+ mins so far
    • gingercordial
    • By gingercordial 15th May 18, 1:38 PM
    • 1,247 Posts
    • 1,317 Thanks
    gingercordial
    I missed this thread but was kindly pointed towards it from the TSB thread on the banking board by the OP.

    I'm another whose minimum payment DD from a Halifax current account to a TSB 0% credit card is showing as received by TSB but has not been taken from my Halifax current account.

    Great as at the moment I am 20 up until they figure this out, and I'm not concerned about missed payments as their system doesn't think I've missed one, but unfortunately that means I didn't have two DDs going out of Halifax in April so will have lost my 3 reward payment. Irritatingly not really enough to justify complaining!
    • veryintrigued
    • By veryintrigued 15th May 18, 3:57 PM
    • 2,560 Posts
    • 2,108 Thanks
    veryintrigued
    I missed this thread but was kindly pointed towards it from the TSB thread on the banking board by the OP.

    I'm another whose minimum payment DD from a Halifax current account to a TSB 0% credit card is showing as received by TSB but has not been taken from my Halifax current account.

    Great as at the moment I am 20 up until they figure this out, and I'm not concerned about missed payments as their system doesn't think I've missed one, but unfortunately that means I didn't have two DDs going out of Halifax in April so will have lost my 3 reward payment. Irritatingly not really enough to justify complaining!
    Originally posted by gingercordial
    My DD non pull (of close to 400) from BOS cost me my monthly interest been paid.

    But after an initial query via their website am now just keeping quiet (well as quiet as you can get by posting on an open and very popular money website!).
    • mrssjs
    • By mrssjs 16th May 18, 7:05 AM
    • 604 Posts
    • 6,261 Thanks
    mrssjs
    I missed this thread but was kindly pointed towards it from the TSB thread on the banking board by the OP.

    I'm another whose minimum payment DD from a Halifax current account to a TSB 0% credit card is showing as received by TSB but has not been taken from my Halifax current account.

    Great as at the moment I am 20 up until they figure this out, and I'm not concerned about missed payments as their system doesn't think I've missed one, but unfortunately that means I didn't have two DDs going out of Halifax in April so will have lost my 3 reward payment. Irritatingly not really enough to justify complaining!
    Originally posted by gingercordial
    Received my paper Statement, also showing as received by TSB but has not left my Halifax account
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