Thread: previous internet provider taking unauthorised payments by direct debit

Hi, I'm new to this section of the forum. I have a question on behalf of a relative, who has a problem with their previous internet provider.

After cancelling their internet connection, the provider stopped taking payments, as expected, but several months later they took 3 pounds from my relative's account. She phone the company and was told 'sorry, we will refund the money to your account'. No refund appeared. A few months later, the company took another unauthorised payment of 3 pounds. phone calls to the company get nowhere.

What can we do? Is it better to send them a high impact letter, with threats of court action etc?

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Don't phone, write, by 'recorded signed for' giving them 14 days to refund.

If they haven't already, cancel the direct debit.

Also, the direct debit guarantee should cover this. If you relative contacts the bank and tells them the 2 payments were not authorized, she should get an immediate refund.

Thanks for your fast replies

Is is possible to demand that the company remove my relative's details from their system, to avoid them taking any further monies?

Your relative can request that they cancel the DD from their end, but would you trust them? Best bet would be to talk to the bank aswell. Get the DD canceled from both sides.

Originally Posted by locutus

Your relative can request that they cancel the DD from their end, but would you trust them? Best bet would be to talk to the bank aswell. Get the DD canceled from both sides.

And, not to suggest shutting the stable door after the horse has bolted, but in the future always insist on - and pay by - Standing Order. A service company must legally offer it as a payment method (although companies prefer not to advertise it), and it allows you to retain full control.

I don't have a single DD to my name and never have. I'm the account holder for all of my household bills, and get along just fine.