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    • its a lacking on our part  and yours as you didn't WRITE. instructing not to honour ANY payments to PP but that's NW for you.   you need to cancel the CPA.   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    
    • Do you ever sleep?  Just as well you had a holiday to have  a bit of a rest 😀   More seriously, well done on all your legwork, this Annie is damn lucky, all your preparation will stand you two in good stead for sending VCS back under their stone.
    • Hello again   So just a brief update.   A month ago I cancelled all bank direct debits and debit cards on file with paypal and explicitly stated to my bank Nationwide over the phone to ensure they block PayPal from making any deductions or payment requests. I since got a new debit card and have not logged into paypal since.   Randomly I received an email from paypal yesterday stating that I made a payment of £1.00 to ebay. I couldn't understand how this could have happened if paypal don't have any payment details of mine. I logged into my bank app to confirm and saw a £1.00 ebay paypal fee. I logged into my paypal account and went into the payment section and to my disbelief they had my new debit card on file. I immediately rang up nationwide and asked how this could have happened and they said the following:   That it is not unusual for companies like paypal to contact Visa and request new debit details if the one they have on file has become unuseable or has been cancelled etc.    I said that this surely must be illegal and asked them why the transaction wasnt blocked in the first instance like I requested. They told me when it comes to visa it is out of their control. I obvioulsy lost it with them and threatened to close my account in which they put me on hold, then came back and said they have put a block on paypal and asked visa to refuse requests for debit card details in future. I have since cancelled my debit card and requested a new one.   Paypal have clearly made an attempt to get access to my bank account/debit card by means without my knowledge or consent. They also seemed to have tested whether the card works with a £1.00 sellers transaction fee which I dont know what its for. Luckily they have not been able to deduct the £925 but obvioulsy could have done if I hadnt noticed the fact they got my new details.   What should I do now regarding this? So far only the financial ombudsman seem to be willing to pursue and help me with the original claim wih PayPal but I feel this is something additional that requires investigation.   any of your thoughts are welcome.   Thanks
    • It all depends from who your manager is and what company you work for. In my workplace (very large multinational) the super peetakers are the most respected. The rule seems to be that if you tell everyone challenging you that they are victimising you and then you do whatever you want, you get rewarded. So I joined this movement a long time ago but with a slight difference that I finish my work to requirement, no more, no less. Just because I like the job, not because I feel I must please them.
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billywonka

Help re Nationwide DD indemnity claim nightmare

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I have processed a Direct Debit indemnity claim with nationwide for a number of unauthorised Direct Debits from the one provider.

 

whilst going through some bank statements before my house move I noticed that there were monthly payments of £28.00 coming out of my account for 3 Mobile.

 

I do not have a contract or any dealings with 3 mobile neither do any other household members;

my nationwide account is also in my sole name and not joint.

 

the £28.00 per month payment has been deducted between 01/11/12-03/11/15.

With it being such a small amount I had never noticed the payments coming out till I was going through old paper work when moving house

 

- I called Nationwide and filed an indemnity claim as the payments were never authorised by myself

(I did also call 3 mobile however as I am not a customer with them they couldn't help)

 

I filed for the dd indemnity claim on 5/11/16 with an agent on the phone who told me it would be credited to my account by 7/11/16

 

- on the 8/11/16 there was nothing in my account

I called nationwide and they advised me that it would take 3-5 working days to process the claim and it should be sorted by then,

 

today I called them again and they have told me that all the information previous advisors have given me is wrong and they have 10 working days to investigate as they need to go through the archives to make sure these payments have not been claimed before and it also falls outwith their 13 month period?

 

I feel as if im being passed from pillar to post with them and no ones is providing correct information.

 

As per the DD guarantee I was made aware from 1st agent I spoke with that a DD indemnity provides you with a full and immediate refund?

 

What are the chances of getting this money back or is there anything else I can do to push this along?

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Totally agree

Should be immediate

 

Not sure who you're best target is?

FOS, I would guess

 

Give them a ring tomorrow


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Time to put your foot down, make a formal complaint to them. General rule is that they can sort this in 48 hours if its Nationwide. :)

Technically they were correct but I suspect something has gone wrong. You will deffo be able to get the money back

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I called and spoke to Nationwide again this morning

- advised them of the DD Gaurantee and quoted it word for word to the agent I had spoken to.

 

She then advised me that there are notes on the system regarding my previous phone calls and at this time there is nothing more they can do to help me as the bank are still "working within their timescales"

 

I asked the agent what the notes said and she advised me that "as the DD indemnities are outwith their 13 month period the bank needs time to investigate it,

 

they need to go through archives and the DD payments which were taken are no longer showing in my regular payments list

they need to check everything to make sure the payments haven't been claimed before and that the bank (Nationwide) will get their money back when the claim goes through.

 

Again at this point I reiterated the DD guarantee to which she again advised they can do nothing more as they have 10 working days to investigate the claim and suggested that I call back at the end of the 10th working day.

 

I then advised that if they have 10 working days to investigate and get the relevant information then the money will be in my account at the end of the 10th working day at the latest

 

to which she advised Im not going to say yes or no

- we have the right to investigate and will let you know the outcome.

 

I then asked to speak to a manager or complaints department as I am seeking advice from FOS and BACS regarding this

 

she advised there is nothing anyone else can do to help me as they are still within their timescales of 10 working days.

 

Can anyone offer any further advice

- feel as though im banging my head off a brick wall with nationwide

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I think they may be mis interpreting the rules, have a read here

 

https://www.directdebit.co.uk/DirectDebitExplained/Pages/DirectDebitGuarantee.aspx


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My understanding is that you should receive a full and immediate refund.

The bank can then investigate and should they find you were not entitled to a refund, could reclaim any amounts back from your account.


PLEASE HELP US TO KEEP THIS SITE RUNNING

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I am not legally trained or qualified, any advice i offer is gleaned from experience and general knowledge, if you are still unsure after receiving advice please seek legal advice.

 

 

 

GEMHL Settled

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B

My understanding is that you should receive a full and immediate refund.

The bank can then investigate and should they find you were not entitled to a refund, could reclaim any amounts back from your account.

 

Yes that's exactly what im thinking Martin

- as the DD guarantee states if you receive a refund your not entitled to you must pay it back when the organisation asks you to

 

- doesn't matter who I speak to on the phone they are all unwilling to help me

- every time I have called I have asked to be put straight through to the indemnity department

 

when I quote the guarantee the agents I speak to seem to acknowledge this and agree it is correct but keep fobbing me off stating this only applies to current Direct debits which have came out recently

- as mines is from a while ago they need to investigate?

 

The agent I filed the indemnity claim with on the phone at the initial phone call was clearly able to see all the pmts which were made to the phone company and she was able to find another 3 payments which came out (my paper statements at home only went to a certain date)

 

she checked back a few months from the dates I gave her to make sure there was no others which were missed

 

- if they can see the payments were clearly taken from my account and I had not authorised them and the mobile company will not speak to me as I don't have an account with them

 

they are unable to find anything by searching my address and postcode, then what do the banks need to investigate?

 

surely they cannot liase with the mibile phone company as this will be a breach of data protection?

 

What exactly do hey need to investigate it is clear I never authorised these pmts and they are all showing on my statements?

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0300 1239123

 

Give the Financial Ombudsman a call


PLEASE HELP US TO KEEP THIS SITE RUNNING

EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 

I am not legally trained or qualified, any advice i offer is gleaned from experience and general knowledge, if you are still unsure after receiving advice please seek legal advice.

 

 

 

GEMHL Settled

Barclaycard Settled

A & L SETTLED IN FULL :lol:

Spml Reluctantly withdrawn

Blackhorse pre 31-7-06 Demand removal sent 23 8 06. ICO ordered removal jan 2007....REMOVED:lol:

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0300 1239123

 

Give the Financial Ombudsman a call

 

Will give them a call and let you know what they say - been doing a bit of research online and Nationwide seem to use the 10 working day tactic quite a lot

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Hang on wait... Yes i do remember something about the 13 months thing and actually i think they might have the right to take longer to do this.

 

But you missed my key advice!! COMPLAINT!!!

 

Email -

joe.garner@nationwide.co.uk

 

MD / CEO of NW, raise a formal complaint get a case handler to see it through to finish. That way stuff doesnt get lost

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spoke to them yesterday around 2pm

- requested to speak to their manager to make a formal complaint

 

 

- she took all details and logged a complaint and said she would look into this and call me back as soon as possible.

 

 

Had a call back within the hour advising the money would be in my account by 4pm and they apologised for the delay and mis information from other departments

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And was it back?


PLEASE HELP US TO KEEP THIS SITE RUNNING

EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 

I am not legally trained or qualified, any advice i offer is gleaned from experience and general knowledge, if you are still unsure after receiving advice please seek legal advice.

 

 

 

GEMHL Settled

Barclaycard Settled

A & L SETTLED IN FULL :lol:

Spml Reluctantly withdrawn

Blackhorse pre 31-7-06 Demand removal sent 23 8 06. ICO ordered removal jan 2007....REMOVED:lol:

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half of it is back so far

- apparently they need some more time to get the remainder of it processed which they said should be sorted for close of business today

- they have refunded 18 months so far

- just the earlier ones still to be refunded which are from 2012-2013

- they have refunded all of the 2014/2015 payments

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Amazing how they suddenly find the account info when you threaten them with action and show them.you know your rights


Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..

 

 

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So despite their 13 month "rule", persistence has paid off for you, well almost!!

 

Well done for sticking at it, it really does show that all they do is try and fob people off!


PLEASE HELP US TO KEEP THIS SITE RUNNING

EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 

I am not legally trained or qualified, any advice i offer is gleaned from experience and general knowledge, if you are still unsure after receiving advice please seek legal advice.

 

 

 

GEMHL Settled

Barclaycard Settled

A & L SETTLED IN FULL :lol:

Spml Reluctantly withdrawn

Blackhorse pre 31-7-06 Demand removal sent 23 8 06. ICO ordered removal jan 2007....REMOVED:lol:

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:whoo:

PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

spreadsheets 

 

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