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    • then there is your proof to them why would you pay for BB twice!!   for my notes: GENERAL NOTES ON CHARGEBACK & Continuous Payment Authority & BACS   .....  We have been telling people to put a letter into their bank instructing them  not to make any payments under any circumstances to these companies  . http://whatconsumer.co.uk/visa-debit-chargeback/- it works! usually this should be done using the number on your debit card  .  banks MUST follow written intructions from their customers ! . CANCELLING YOUR DEBIT CARD DOES NOT STOP CPA'S  .  This fsa guide has now been updated:  . http://www.fsa.gov.uk/static/pubs/consumer_info/know_your_rights_guide.pdf http://www.fca.org.uk/news/continuous-payment-authorities-your-right-to-cancel https://www.fca.org.uk/consumers/unauthorised-payments-account  .  Here's the text:  .  Cancelling a regular  card payment:  .  When you give your credit or debit card details to a company and authorise them to take regular payments from your account,   such as for a gym membership or magazine subscription,  it is known as a ‘recurring transaction’ or ‘continuous payment authority’.  . These are often confused with direct debits, but do not offer the same guarantee if the amount or date of the payment changes.  .  In most cases, regular payments can be cancelled by telling the company taking the payments.   .  However,   you have the right to cancel them directly with your bank or card issuer by telling it that you have stopped permission for the payments.   Your bank or card issuer must then stop them – it has no right to insist that you agree this first with the company taking the payments.  .  Be aware, though, that you will still be responsible for paying any money that you owe. and that CANCELLING YOUR CARD WILL NOT STOP THE CPA  .  ..  .  New june 2013  .  Regulator orders Banks and mutuals to review complaints about not cancelling recurring payments from November 2009.  .  Consumers who have set up a regular payment from their account will now be able to successfully cancel that arrangement   by contacting their card provider, the Financial Conduct Authority said.  .  The FCA has been examining how easy it is for customers to cancel Continuous Payment Authorities (CPAs)   due either to payday lendersicon or for other regular payments such as subscriptions or gymicon memberships.  .  CPAs, which are also commonly called recurring transactions or recurring payments,   are relatively easy to set up but can be hard to cancel, causing problems for consumers trying to manage their finances,the FCA said.  .  Now, following the FCA review of how the largest high street banks and mutuals process requests to cancel CPAs, they have agreed that they will ensure that when   a customer asks for a recurring payment to end, that will be sufficient to cancel the arrangement. They have also confirmed that should a payment go through by   mistake following cancellation by a customer the customer will be refunded immediately.  .  In addition to securing this commitment, the largest banks and mutuals have agreed to review every individual complaint they have received about the non-  cancellation of a CPA and to pay redress where payments have continued to be made despite the customer cancelling the arrangement. This applies to all complaints   since November 2009 when the Financial Services Authority, the FCA’s predecessor, began regulating banking conduct.  .  Clive Adamson, the FCA’s director of supervision, said: “It’s important that consumers are confident that banks are meeting their everyday banking needs. Today   customers can be confident that when they ask for a Continuous Payment Authority to be cancelled – it will be cancelled - and that it can be done easily.   . “We recognise that historically this is an area where some customers have struggled but the banks and mutuals have responded positively to our work on this issue.   From now on we expect them to be getting this right. In addition, they have committed to review past complaints.” .  .  Also mentioned your displeasure that as whomever took your money had obviously attempted this many times   probably activating your banks own anti fraud software - nobody had the decency to inform my you this was going on.? .  .In the FSA's own words:  .  ..  What should I do about a payment from my account that I didn’t authorise?  .  Your bank must refund an unauthorised transaction.   Money can only be taken from your account if you have authorised the transaction   or if your bank can prove you were at fault –  . see below.  Contact your bank immediately if you notice an unauthorised payment from your account. .  If you are sure you did not authorise the payment, you can claim a refund.  .  However, your bank does not have to refund you if you do not tell it about the payment until 13 months  or more after the date it left your account.  .  Your bank must refund an unauthorised transaction  .  ------------------  .  Your bank may only refuse a refund for an unauthorised transaction if:  .  ? it can prove you authorised the transaction  – though your bank cannot simply say that use of your password,   card and PIN proves you authorised a payment; or .  ? it can prove you are at fault because you acted fraudulently,   or because you deliberately,   or with gross negligence, failed to protect the details of your card, PIN or password in a way that allowed the transaction  .  -----------------------  .  How quickly must my bank refund me for an unauthorised transaction?  .  The bank must make the refund immediately unless it has evidence that one of the above reasons applies.   Your bank may ask you to answer some questions and fill out a form confirming what has happened,   but it cannot delay your refund while it waits for you to return the form.  If the bank has evidence that one of the above reasons for refusing a refund applies,   it may investigate before making a refund   but must look into it as quickly as possible.   If your bank rejects your claim for a refund it should explain why.  If the transaction was on a credit card, the refund may not happen immediately.   But the card issuer cannot charge interest or ask for repayment of the amount unless it can prove you are liable to pay        
    • Only asking because I want to get my facts right before I approach the bank! Yes, BT is coming out of the same account.
    • not if they want to make the OP the named claimant no!! let them take the other party to court themselves!! the op can be a witness then..   one bitten...read this thread..      
    • eh? no valid contract!   is the BT coming out the same bank AC?  
    • Hi Sorry but i am still stuck on where to go next in all of this.   This week the dealer contacted me at the 11th hour to talk repair of my car. He seemed only interested in the repair in speaking of just one of the problems  and i was struggling to get him to commit to the other fixes required. I asked him about the service history log and the proof that he had changed the cam belt.   He has told me that he will chase the service log book through his accountant. (I'm confused why through his accountant) and that his mechanic would provide the paperwork for the cambelt work, although he is away until September. (I dont believe any of this. He has had months to do this)   Back in June he said in a text to me that he would get my car fixed once his supplier opened for business from the 4th July and arrange a date with me. From that date onwards i was unable to contact him. He didn't answer his phones or reply to my texts or answer machine messages. He has told me now that his business was closed during that time.    I asked him about the 3 recorded messages i had sent him that were signed for. He said that he has not seen any letters. Somehow though he has sold 10 cars throughout May, June and July. I have been watching his stock level on Autotrader and he has been advertising his new stock and his sales on facebook throughout this period. Also he has chosen to contact me this week on the night before i was stating i would take action.   Frustratingly i expressed my desire to return the car to him for a refund and he has told me that because i didn't reject the car in the first 30 days then that wont happen. How could i reject the car if his business was apparently closed, we was not responding to me other than initially putting off any attempt at repair work.   I am feeling completely cheated by this man. He has even accused me of purchasing a car from him that i knew was faulty!!    I have shared my story recently on a Land Rover forum and interestingly a member of the forum has come forward and told me that he had also test drove the car before i did. He said the car displayed the errors i am experiencing and that the dealer had acted suspiciously. This forum member has offered to write me a statement if its of any use?   September the car is due an MOT and it is likely to fail because of the work he has not done. If i take this matter to court and it takes 6 months then what do i do if the car fails the MOT or the faults cause the car to brake down? I need this car for travelling to work and back.   Is it a viable option for me to get the car fixed myself and then claim that cost at court? I need a working car and i do not trust this dealer. He is clearly telling lies and i dont trust him completing the work to a satisfactory level if at all. Im assuming he is wanting to wait for HIS MECHANIC to get back from his holiday too. Strange time to be away for several weeks.   If i was to get my garage to do the repairs i could also ask them to confirm if the cambelt was ever changed. I'm convinced it wasn't.   Please advise. I am incredibly stressed out.
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      I was in Sainsbury’s today and did scan and shop.
      I arrived in after a busy day at work and immediately got distracted by the clothes.
       
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hillards

Working Tax Credits taken away, Concentrix review

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I am not working due to disability, I get ESA and DLA plus a small pension. My wife works but only gets a low wage. For the last few years we've claimed Working Tax Credits (WTC) and sent HMRC all the required info, we've not held anything back or tried to hide anything. They do the maths and send us an award letter. As far as we're aware we've done all that's asked of us yet they have sent us overpayment letters every year.

 

Anyway, we recently got a letter from Concentrix, on behalf of HMRC, asking us for pay slips, evidence of my self-employment (?) and so on. We sent them off, with a cover letter to complain about being told to send originals by post - we used special delivery and will never see that extra cost back!

 

HMRC have told us they are stopping our WTC as they cannot determine that my wife works 30 hours. She is a home carer and changed company towards the end of last year. The sad nature of this line of work is that people go into hospital, or even die without any notice, which means the carer then loses out as the company they work for will not pay them for visits they don't do any more. It can take a while for them to gain a new client, or shuffle calls about, to give that carer more work.

 

We had not realised what the backlash of this would be. It is not my wife's fault that her hours were sometimes cut back. You can't really blame the people she was caring for either. It is possible that some weeks she worked less than 30 hours without realising, but it was not deliberate. Obviously she's lost money through doing less hours, which made the WTC even more vital towards being able to pay the bills.

 

Concentrix said they would send a fuller explanation and we would be able to ask for mandatory reconsideration, that was 3rd February, 4 weeks ago. We've heard nothing more from them. HMRC sent a letter to inform us the credits had stopped and they were claiming an overpayment. Concentrix also say they may be giving us a penalty charge. Can it get any worse !

 

Obviously we will appeal the decision as we feel it's not our fault. My wife may have to get a letter from her employer to explain any weeks she worked less than 30 hours. It is confusing anyway as she is paid in 4 week periods, not monthly. We are unsure if Concentrix have mis-calculated her pay and hours anyway. For example: a recent payslip shows she worked so many hours but also had a day off for which she was only given half a day holiday pay as she didn't have enough days available. Because of this her assumed hours averaged 29.75 over the 4 weeks.

 

Has anyone else had this sort of action taken ? Is there anything we can do ?


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You mention self employment but then say your wife has an employer.

 

Is she employed or self employed? This will make a difference as to what evidence she requires.

 

If your wife's hours dropped below 30hrs for 4 weeks or more then she would no longer be entitled to working tax credits.

 

Although I can understand you saying your wife hasn't chosen to reduce her hours, if she wishes to claim a benefit then she does need meet the qualifying criteria.

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You mention self employment but then say your wife has an employer.

 

Is she employed or self employed? This will make a difference as to what evidence she requires.

She is employed, they were asking about my self-employment. I am not, I'm on ESA and DLA through disability. I've not worked since 2011 and left self-employment in 2005. We found it odd that they asked for evidence of my self-employment.

 

If your wife's hours dropped below 30hrs for 4 weeks or more then she would no longer be entitled to working tax credits.

 

Although I can understand you saying your wife hasn't chosen to reduce her hours, if she wishes to claim a benefit then she does need meet the qualifying criteria.

She was not aware her hours had dropped below 30 a week, from what we can see they have miscalculated through taking her 4 weekly pay slips as being monthly. Even so, one of the days was holiday where she only got half a day's pay as it was.

 

No warning, they just took the money away at a time when we really needed it and threaten a penalty as well. Still waiting for their letter of explanation.


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We've now gone over her payslips and looked very carefully at the number of hours and found that one of the payslips submitted was incorrect. She is asking her employer to clarify and we'll send the correct information in. It was not only her holiday pay they got wrong.

 

What annoys me is that the Concentrix/HMRC people have just taken the wtc away, threatened a penalty and want repayment of what we've had already - without any reference to us at all. All the payslips prior were OK, it's just the one where the hours were wrong.

 

I telephoned Concentrix and the bloke I spoke to was the most obstructive I've ever had the misfortune to make contact with in any call centre. Even the guys who claim 'you are infecting our Internets' have more tact. I ended up putting the phone down before I swore !

 

A letter of complaint is on it's way to HMRC as soon as we have the clarification from her employer. I will also query why Concentrix asked about my self-employment, when I'm not working full stop and have not done so since becoming disabled.


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In light of the article in the Independent - http://www.independent.co.uk/news/uk/home-news/people-in-need-at-risk-of-losing-tax-credits-after-being-wrongly-accused-of-cheating-10060745.htm - I contacted my MP to let her know we had had our tax credits taken away thanks to the intervention of Concentrix. She has replied to say she will make enquiries on our behalf so I've been doing a bit of digging to find out where the claim is at present, who is dealing with it and so on. I can now pass that to her office.

 

It seems that any sort of appeal will have to go to Concentrix, which seems wrong to me. HMRC have washed their hands of the whole thing have they ? Concentrix say they have not yet had my letter of March 17th, sent first class. I make no wonder, they give an address of a PO Box in Lancing, which should really be Worthing according to the Post Office database, and then have to have it all sent over to Belfast ! I wonder who is paying for the second hop - oh, of course, the tax payer !

 

What they have done today, and not what I asked them to do, is to start the mandatory reconsideration process. I pointed out that that is useless without the letter and supporting evidence I sent. The supervisor I spoke to had no idea of procedures, he just wanted to get me off the phone. Of course, they will reach the same decision and will have wasted another 28 days in doing so. I'll then have to lodge an appeal against that decision, pointing out just why it was invalid.

 

I'm livid. All of this information is now being sent to MP. I don't know if they are still 'working' now that an election has been called. All this means is that we're not getting anywhere at all.


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Had a letter from my MP, on plain headed paper as they're 'off duty' at present, to say she has contacted Concentrix and HMRC on my behalf to see what's happening.


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No letters as yet, but wife tells me she's had a couple of payments into her account today... :-) Looks like we got through to someone.


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Please keep us updated with your progress.

 

I've also had my tax credits passed over to Concentrix. My payments have been reduced in the interim because I think the HMRC are questioning my self-employment. Tax credits cannot make any amendments because it is being handled by Concentrix, which leaves me short of childcare money.

 

Further problem is that the Concentrix systems have been down continuously for 2 days now, after being told yesterday morning that it would be a couple of hours - it doesn't inspire confidence.

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Had some post this morning. Two letters from HMRC. Both are the standard end of year notifications of their calculations, no mention of Concentrix or the suspension.

 

The letters details then payments they've just made, a catch up on 2014-15 and a small payment for 2015-16 with notification of when the next will be made and what the ongoing amounts will be.

 

We are back on track with them, but no wiser about the mandatory reconsideration process that must have taken place. As and when we get that, or if nothing arrives in the next week or so, I'll be sending in a complaint as their actions caused us some big problems, mainly in not being able to pay bills as we had to put credit on our pre-pay energy meters or be without heating etc.

 

They seem to have no consideration of how we are affected when they pull stunts like this. I object to a third party processing my information like this as well. Yet again it is proving that this sort of thing is not working properly.


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A brown envelope from Concentrix, advising that they are returning our original documents - they're returned my letter of complaint, but not said anything about it... :roll: It was obvious that this was not something that needed to be returned, unless it's their way of saying they are ignoring it ! All being logged and will eventually be added to a complaint to HMRC about these numpties.


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