[Ozymandius2011]

I was a customer of Imagine Broadband from 2006 until last year. While checking my bank account online today I discovered my account was being debited €16.24 this month and the same amount two months ago purportedly by Imagine. Since I was with Imagine I switched to Vodafone and am now switching to Eircom. I was with Vodafone for about 6 months.

Could there be a legitimate explanation for these charges or can I go ahead and cancel the direct debit?

[cookie1977]

Did you cancel the direct debit with your bank previously?

They shouldn't be accessing your account if you already cancelled your service with them and your direct debit.

[vibe666]

the only way you are going to find out is to call imagine and ask them.

[cookie1977]

Originally Posted by vibe666

the only way you are going to find out is to call imagine and ask them.

Either way they should have contacted you first about taking money. These are the rules of direct debit scheme.

[Ozymandius2011]

Originally Posted by cookie1977

Did you cancel the direct debit with your bank previously?

They shouldn't be accessing your account if you already cancelled your service with them and your direct debit.

I didn't think I needed to cancel the direct-debit. I have now done so. Their response will be interesting. I've now discovered I switched from them over a year ago, yet they continued charging me every too months.

[cookie1977]

Originally Posted by Ozymandius2011

I didn't think I needed to cancel the direct-debit. I have now done so. Their response will be interesting. I've now discovered I switched from them over a year ago, yet they continued charging me every too months.

You need to contact them and complain, asking why they continued to take your money. Keep a close eye on your account as the direct debit could be reactivated.

[dub45]

Originally Posted by Ozymandius2011

I didn't think I needed to cancel the direct-debit. I have now done so. Their response will be interesting. I've now discovered I switched from them over a year ago, yet they continued charging me every too months.

Welcome to the wondeful world of direct debits

Were they not giving you notice before each debit after you left them?

Remember that once you sign a dd instruction you lose control of your account - there is no upfront protection whatsoever.

As Cookie points out above cancelled dd's can be quite easily resubmitted.

http://www.ipso.ie/section/section/YourRightsasaPayer

If it is established that an unauthorised direct debit was charged to your account, you are guaranteed an immediate refund by your bank of the amount so charged where you notify your bank without undue delay on becoming aware of the unauthorised direct debit, and in any event no later than 13 months after the date of debiting of such direct debit to your account

[jor el]

Thread moved to Consumer Issues since it's not relating to Broadband.

Originally Posted by Ozymandius2011

I didn't think I needed to cancel the direct-debit.

You should always cancel unwanted direct debits yourself, don't rely on the biller to do so. Most billers don't issue a cancellation notice to the bank anyway, they just stop collecting on it. This means it's still active and can be debited again at any time by accident. Unless you specifically stop it, your original permission for them to debit your account remains valid.

[dub45]

Originally Posted by jor el

Thread moved to Consumer Issues since it's not relating to Broadband.



You should always cancel unwanted direct debits yourself, don't rely on the biller to do so. Most billers don't issue a cancellation notice to the bank anyway, they just stop collecting on it. This means it's still active and can be debited again at any time by accident. Unless you specifically stop it, your original permission for them to debit your account remains valid.

Yes but that permission is not open ended. In order for a dd to be legitimate it must comply with the rules of the scheme. Any legitimate dd hitting an account implicitly carries the permission of the account holder provided:

They have been given the correct advance notice.

The amount has not been disputed.

Staff in many companies appear to believe that the existence of a dd instruction allows them to do as they wish in respect of accessing the customer account - this is not the case.

In the immortal words of a Bord Gais employee to whom I complained about double dd'ing my account three times in the space of five months:

"But sure we have your number".

[maceocc2]

This happened to me as well with Imagine. Took 3 months to sort out, I had emails from them saying I would not be charged again and everything.

Luckily I had the transactions on credit card and proof that I cancelled through email, so I could fall back on a Chargeback if needed.

In the end persistence paid off and they returned the money.

[Ozymandius2011]

I rang them today. They say it's because I was still using their router. I told them I was not I was using the Vodafone router. Then they said that it was in my possession so that's why I was charged and for being able to get it replaced if needs be. I have asked them for a refund. He says he'll get back to me on whether that happens.

[wmpdd3]

Time to make a formal complaint and cc comreg.

[foggy_lad]

Originally Posted by cookie1977

You need to contact them and complain, asking why they continued to take your money. Keep a close eye on your account as the direct debit could be reactivated.

Originally Posted by Ozymandius2011

I rang them today. They say it's because I was still using their router. I told them I was not I was using the Vodafone router. Then they said that it was in my possession so that's why I was charged and for being able to get it replaced if needs be. I have asked them for a refund. He says he'll get back to me on whether that happens.

You should print off your bank statement showing all the debits since you left imagine and go immediately and IN PERSON to your bank and request that all the disputed debits be refunded to your account asap. they should be able to do this within a couple of days, tell them they are obliged to do this.

[Ozymandius2011]

Originally Posted by wmpdd3

Time to make a formal complaint and cc comreg.

I will if they don't refund me.

Originally Posted by foggy_lad

You should print off your bank statement showing all the debits since you left imagine and go immediately and IN PERSON to your bank and request that all the disputed debits be refunded to your account asap. they should be able to do this within a couple of days, tell them they are obliged to do this.

Same answer as above. Thanks for info and support folks.

[dub45]

When you cancelled did they ask you for the router back? Have you checked the terms and conditions to see if there is anything there about returning the router - also were they notifying you of the direct debits after you had left?