Direct debit taken when it shouldn't have, what to do?

[skeggysteve]

I agreed a DD with British Gas at a £100 a month to be taken on the 1st September - I have this in writing.

Today they have used that DD mandate to try to take over four times that much - I have a screen shot of it - internet banking.

As there wasn't enough in the account the DD was returned and I'm going to be charged for it.

I spoke to my bank and they are saying it not their problem contact BG.

Due to historical issues with BG I will only do this in writing with BG.

So I'd appreciate any advice as to how to word the letter.

[Steffan]

The point of complaint is to BG. In writing if you prefer. Then to the bank in writing to customers complaints by recorded delivery. You will be refunded but BG are the primary problem and I would chase them first.

[GaryGlitter]

Steffan said:

The point of complaint is to BG.

But it's the bank that coughs up for the refund:

If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society

Source: http://www.directdebit.co.uk/DirectDebitExplained/...

Get back onto your bank and remind them about their responsibility under the DD Guarantee.

[fandango_c]

GaryGlitter said:

But it's the bank that coughs up for the refund:

If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society

Source: http://www.directdebit.co.uk/DirectDebitExplained/...

Get back onto your bank and remind them about their responsibility under the DD Guarantee.

But the OP says that the DD was not taken as there were not enough finds in his account, hence no DD to refund.

The issue is that the OP stands to be charged by the bank due to BG attempting to take too large a DD, hence complaint should be made to BG.

[Steffan]

GaryGlitter said:

Steffan said:

The point of complaint is to BG.

But it's the bank that coughs up for the refund:

If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society

Source: http://www.directdebit.co.uk/DirectDebitExplained/...

Get back onto your bank and remind them about their responsibility under the DD Guarantee.

You may well be correct in the end the customer will not lose out. Since the primary error is BG who created the problem by unlawfully and without proper customer authorisation demanded an excessive fee, which caused the DD to bounce and the DD unpaid charge to be levied by the bank, then BG should apologise and write an apology to the customer and the bank and BG should repay the costs to the customer.

Because the DD guarantee is always upheld in the customers favour there should be full restitution forthwith. However BG are notoriously poor at customer service and correcting their errors and the standard response of all the banks is the classic "Its not us gov" kneejerk brainless defence.

I would suggest that the OP covers everything in writing to the bank and BG by recorded delivery. I fully expect an apology and refund and grovelling by BG and this is best achieved in writing by recorded delivery. All these firms are scared of formal complaints which are all logged against their organisation.

[Blue Oval84]

OP - without wanting to teach granny to suck eggs, they definitely haven't reviewed the payment and sent you any communication have they?

Sometimes where I work a DD will change but customers don't read the letters about it, it's easily missed if you don't look at your e-mails...

[skeggysteve]

Blue Oval84 said:

OP - without wanting to teach granny to suck eggs, they definitely haven't reviewed the payment and sent you any communication have they?

No offence taken, I understand what your saying but the letter agreeing to £100 was only a couple of weeks ago.

Steffan said:

....BG are notoriously poor at customer service....

In my recent experience that is a massive understatement!

Customer service people that don't understand or speak English, replies to letter that don't answer any questions asked, told by CS to change my tariff online - online doesn't work - CS say they can't do it, etc. etc.

Anyway, thanks for all the replies I'll write to them tomorrow.

As advised I'll also write to my bank - I think they should take incorrect DD's far more seriously than the do.

[onomatopoeia]

Steffan said:

the standard response of all the banks is the classic "Its not us gov" kneejerk brainless defence.

When my mortgage got taken twice, my bank refunded the second one immediately and took it up with the lender on my behalf. I didn't have to do anything, aside from wander into my local branch and tell them what had happened.

[Steffan]

onomatopoeia said:

Steffan said:

the standard response of all the banks is the classic "Its not us gov" kneejerk brainless defence.

When my mortgage got taken twice, my bank refunded the second one immediately and took it up with the lender on my behalf. I didn't have to do anything, aside from wander into my local branch and tell them what had happened.

Which is of course just as it should be. But the non English speaking call centres and staff whose first language is not English combine to produce appallingly bad customer service which is the preferred choice of most UK banks. We must draw our own conclusions as to where this ranks customer service in the banks. Disgracefully low IMO.

[skeggysteve]

Steffan said:

.....the non English speaking call centres and staff whose first language is not English.....

Our bank, Nationwide, have english speaking staff but BG seem only to have people that not only don't speak very good english but don't understand it either.

A lot of companies are now advertising 'UK call centres' because they know people want to speak with someone who will understand them.

[Steffan]

skeggysteve said:

Steffan said:

.....the non English speaking call centres and staff whose first language is not English.....

Our bank, Nationwide, have english speaking staff but BG seem only to have people that not only don't speak very good english but don't understand it either.

A lot of companies are now advertising 'UK call centres' because they know people want to speak with someone who will understand them.

Its not rocket science is it? English customers wanting to speak English? But the banking businesses in the UK in their desperate drive to maximise bonuses for the chosen few has long lost any interest in service or customer service or indeed its customers. We are all regarded as "opportunities" to the idjits in banking in the UK today are there only to be milked and farmed for profit at every opportunity. I cannot see any positive changes coming. Indeed my prediction has been for some time that the banks will manifestly fail to recover because the business models the banks are using are wholly inappropriate in post banking crisis Britain.

Returning to the subject here the OP will receive a full refund and an apology for the mess by your BG suppliers and your bank. Make the complaint in writing and by recorded delivery. it is the only effective way of ensuring attention. All financial services businesses react to formal written complaints. They have no alternative under penance to the FSA/FCA/ or whatever the regulators are calling themselves nowadays. The name changes regularly to protect the innocent, apparently. It certainly changes regularly FIMBRA/LAUTRO/FSA/FCA etc within my short memory. Never waste your time and money talking to call centres.