Santander - Direct Debit Indemnity

[scunnyjohn]

Good evening folks the direct debit guarantee is very short and clear, a full and immediate refund if a customer challenges a payment. If the payment/s is reimbursed by mistake the customer must then pay the direct debit indemnity refund back. Is this correct?

My dilemma I was imprisoned for a period of three years something which I never expected to happen, I wrote to Santander to cancel my two direct debits. I also wrote to the company's to cover myself as advised by my key worker.

On release I find Santander have debited almost £1300 without my authorisation, surprise surprise they and the company's claim they never received my cancellation.

Today Santander credited me £21 for one direct debit.

They claim the direct debit guarantee only covers three direct debits being fully and immediatly refunded.

They have investigated and have, as a gesture of
goodwill given me one back.

My question is, is this legal?

I was under the impression full and immediate meant all the direct debits I am claiming were taken without authorisation. Only if the company disputes it should the bank consider taking the money back. Please advise

[echat11]

Not much to say about Santander.

https://www.directdebit.co.uk/FAQs/Pages/FAQ.aspx

[scunnyjohn]

Yeah checked there. Going to challenge them again today. Thanks for the link.

[R0b]

You are right, you are covered for all direct debits not the first three as far as I'm aware. Get them to point out where in the DD Guarantee Scheme that says the guarantee only covers the first three direct debits. I'm 99% certain they won't be able to, unless there is some case law that says otherwise but I would doubt there would be.

[echat11]

You are right, you are covered for all direct debits not the first three as far as I'm aware. Get them to point out where in the DD Guarantee Scheme that says the guarantee only covers the first three direct debits. I'm 99% certain they won't be able to, unless there is some case law that says otherwise but I would doubt there would be.

It's Santander they pretty much do what they like, their Executive Complaints Team don't even know their own Terms and Conditions. What hope is there for their customers.