UPC bill - Touchtone?

5ftGiant

So my elderly auntie is on UPC and she noticed something odd on her bank statement recently. Just after the DD for her UPC bill (€53.99) there was a transaction tagged as "Touchtone" and was for €53.

She rang the bank and all they could say was that it came from the same ID or account as the UPC transaction just before it.

When she rang UPC, they had little to say and insisted she fax in a copy of her bank statement. She is reluctant to do so. Personally I would too as it shouldn't be a case that the customer has to prove the transaction happened without the service provider actually checking to see if there was an accounts mistake.

She let it go but just received another exact same transaction this month!?

Has anyone else seen this before? Thanks

*edit - mods - please move to more appropriate forum if necessary *

dub45

It really is infuriating how the banks have lost sight of their responsibility to ensure the integrity of a customers account. With the electronic payment systems that have been foisted upon us there is virtually no protection for the customers accounts and the customer is left to pick up the pieces with usually little or no assistance from their bank.

Your aunt should be telling the bank that as far as she is concerned there has been an irregular transaction on her account and that unless the bank acts as they should under the dd system she will report them to the financial regulator.

The bank should be requesting an explanation from UPC as to why they appear to be irregularly debiting your aunt's account and arranging an immediate refund. UPC should be explaining the transaction to your aunt given that they initiated it.

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

How do you make a complaint?
Payer’s Bank:
Your bank is key to resolving any direct debit dispute, and should always be your first point of contact. You should bring your complaint to the attention of your branch. Remember to provide as much information as possible, i.e. your sort code, account number, Originator’s name and any reference detail you may have. The more information you provide the easier and quicker the process will be. As part of the Direct Debit Scheme your bank is bound by the Direct Debit Guarantee (see Your Rights as a Payer). They are responsible for resolving any issues you may have regarding a direct debit on your account, and for refunding any money owed to you if it is established that an unauthorised direct debit was charged to your account.

Unfortunately there is an appalling lack of training for bank employees in respect of the dd scheme and most seem oblivious to the bank's responsibilities under the scheme as described above.

jor el

This is a direct debit issue. Thread moved to Banking forum.

5ftGiant

dub45 wrote: »

It really is infuriating how the banks have lost sight of their responsibility to ensure the integrity of a customers account. With the electronic payment systems that have been foisted upon us there is virtually no protection for the customers accounts and the customer is left to pick up the pieces with usually little or no assistance from their bank.

Your aunt should be telling the bank that as far as she is concerned there has been an irregular transaction on her account and that unless the bank acts as they should under the dd system she will report them to the financial regulator.

The bank should be requesting an explanation from UPC as to why they appear to be irregularly debiting your aunt's account and arranging an immediate refund. UPC should be explaining the transaction to your aunt given that they initiated it.

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


Unfortunately there is an appalling lack of training for bank employees in respect of the dd scheme and most seem oblivious to the bank's responsibilities under the scheme as described above.

You legend - thanks for the detailed explanation, I will follow up with the bank exactly as you've mentioned. Very much appreciated thanks!