Has anyone else had this happen?

[Jeffju]

Had a standard mortgage arrears letter from Building Society. Went to bank to check if all ok with account (enough money, direct debit ok etc.) that was fine. Bank said the Building Society had not asked for the money. Back I go to phone Building Society. They said I had closed my account (?!)

I had closed my account, but opened another one back in the Spring. The bank had not passed on the new details to the Building Society for the direct debit and my old account number (which should not exist) has been appearing on my bank statements!

This has really ****ed me off. All this running around and none of it is my fault. How can I formally complain to the bank?

[Aprilis]

If I am not mistaken, it is your responsibility to advise your mortgage company of any changes and set up a new Direct Debit mandate with them.

The bank hasn't really done anything wrong as a Direct Debit is actioned when the bank receive a request for payment from the third party, which they won't have done for your new account because your mortgage company weren't informed of the new payment details. They should have been notified by you in order to update your DD mandate and therefore request the money from the correct account.

On the other hand, a Standing Order mandate is to instruct your bank to make the payment on the dates you tell them. Only then would it be the responsibility of the bank to action the payment as required.

As your mortgage payments were paid by Direct Debit I'm sorry to say that this means it is actually you that was at fault.

I realise that this is all aggravation but if you send a written explanation to your mortgage co. and bring your mortgage payments up to date immediately, they should be understanding.

[Jeffju]

Well I'm happy to say the bank has now made the payment - all sorted!

[Aprilis]

Jeffju, that's great, but you must make sure that your mortgage co. is aware of the different account that the payments come out of. If not, you might end up with the same problem again as the old DD mandate will still be in operation.

All the best.