Direct Debits

[Roughquest]

Today my phone company issued a letter claiming �XX overdue in a bill that has not been paid.

I have checked my bank account on line and it clearly states that the DD concerned to the phone company is still active - but the phone company have not taken any money out since September. The letter I have received from them indicates the amount owed together with a late payment charge slapped on top! I have contacted them this evening and they seem to think I have cancelled the DD which is not the case as its still active, the phone company changed names and one month I noticed that there were 2 DD going out to 2 separate phone companies, and I realised that I had to cancel one of the them as they had now changed names. I did cancel the correct one, but how can I prove to the phone company that this is their error?
TIA
RQ x

[dzug]

What has probably happened is you have cancelled one DD. Your bank has told the phone company you have cancelled your DD. The phone company hasn't checked very closely and assumed it is the one they want to use and stopped trying to use it.

How to prove it to the phone company is another matter.

[antiguru]

When you set up a DD it is usually covered by terms, guarantees etc. Have a look at the terms of this one to see if you are covered in this instance. You cancelled an old DD in good faith. I suspect what has happened is that they made a claim against the old details and it was rejected by the bank.

[PFA]

Hi R

A DDR is covered by a DDR indemnity guarantee. Easier said than done.

STEP 1:

Ask your bank for the DDR ref number / DDR originator ID number for the cancelled mandate.

STEP 2

CAll your phone company and ensure that your DDR ref number provided by your bank does not correspond to the one that your phone company holds. Forget the name change for a minute because - DDR's can come out with one collections / mandate name and another statement name.

STEP 3 -

PROCEED>>>> IF AND ONLY IF YOUR DDR FROM THE BANK HAS GONE OUT ---- OTHERWISE GO TO STEP 4.

IF the incorrect DDR has debited the acc then ask the bank to initiate an indemnity claim.

STEP 4

However if there has not been any money going out - then IF the phone company has tried to take money out it will / should show up on your statement as an unpaid DDR. Reason being - noi mandate held (if you have cancelled it as well).

If they have not tried to take money out - ask them to provide proof that they have presented the payment request to the bank. Reason being everytime the bank reject a DDR mandate payment - they will provide a reject reason code.

Hope this helps !!!