Refund Due?

[Corrinasterrett]

I am due a refund for £800 for a direct debit that has been taken for 2 years for a cancelled contract.  Despite this being agreed and on three occasions I have been told that they money will be in my account over 1 month later it is not!  I am really unhappy with the level of customer service !  During each of the 3 hour long phone calls I have made I am assured that the money will be in my account within 7-10 working days/3-5 working days I still have nothing.  Who do I complain to re this? 

[BandOfBrothers]

Hi,

Its Customer Services that you need to keep liaising with. 

However its an error with a Direct Debit and Vodafone agree have you considered speaking with your Banks Customer Services to invoke the Direct Debit Guarantee. 

[AnnS]

Hi @Corrinasterrett

This is going to be one for the Team to look at and make sure the account has been correctly closed.

The payments would have been itemised on your bank statement and this should have raised with your bank and Vodafone before leaving it for 2 years. 

When an account is cancelled, Vodafone send a final and last zero bill to let you know you have no further responsibility towards the account and no further money will be taken.  This is something you should have received.

You can invoke the direct debit guarantee but not quite sure how your bank would respond when the direct debit has been taken for the last 2 years without you questioning the transaction.

[Getafix]

You can only claim under Direct Debit Guarantee for last few months, as after a certain time it is considered that you have accepted the charges.

I would say this is for the Froum Team to pick up as they will be able to find someone who can authorise such a large amount as Refund.

[BandOfBrothers]

Hi @Getafix

Can you link to the limitations on the claim process with the Direct Debit Guarantee. 

The info I've read is...

"The indemnity claim process.

Under the Direct Debit Guarantee, the rules around refunds are particularly strong. A customer can request a refund (known as an "indemnity claim") for any payment, and provided the bank agrees with the validity of their indemnity claim, the customer will receive an immediate refund.

Further, there is no time limit on when indemnity claims can be made."

[jeffkinn]

There is no time limit but the complainant does need to convince the bank that there is a genuine reason for the compaint.

And clearly the longer a customer has accepted the charges to more difficult it will be to convince the bank that there is a genuine problem.

[BandOfBrothers]

Thank you @jeffkinn I thought that the case with any limitations. 

It does sound from the 1st post that Vodafone have agreed it's an error on their part so hopefully the Bank wouldn't refute the claim and or Vodafone apply the refund themselves. 

Either way I hope this is resolved asap for the Op as it's rather a large amount of money. 

[hrym]

If you've been in contact with Customer Services, there'll be a record and, probably, a recording of at least the most recent conversation.  Hang on for the forum team to pick up the thread as they'll be able to investigate.   It should be quicker and more relaiable that going via your bank, especially at this stage.

[Getafix]

---

@BandOfBrothers wrote:

Hi @Getafix

Can you link to the limitations on the claim process with the Direct Debit Guarantee. 

............... 

---

Technically speaking there is no time limit, therefore I said "Considered". As hrym has mentioned, try convincing a bank that it was an error over a period of 2 years.

The Forum team are currently the best option. With such high amount it needs authorisation from someone senior. Sometimes it is possible that it has slipped through the net.

[Colleen]

@Corrinasterrett It's disappointing to hear this. 

We'll be happy to help get this resolved and make sure your refund reaches you 😊

So we can access your account, I've sent you a private message with details on how to get in touch with us.