Cancelled a Sepa DD but it was still taken

Synode

Hi,

I recently cancelled a Sepa DD for an insurance policy. I no longer want them to take this monthly payment. But when I checked my account you still paid it out in early Dec.

I sent a mail on the BOI mail in 365 online but got a poor answer and there's no option to reply to it on the site (which is ridiculous). I thought one of the features of Sepa was to make it easier to do this.

I'm currently away and can't reasonably contact the insurance provider to get them to cancel it and refund the last payment. Can somebody please help

Bank of Ireland: Elaine

Good Afternoon Synode,

Thank you for getting in contact with us here on Boards.ie.

We are sorry to hear of the difficulty you're experiencing with this retailer. Just to mention, you can now easily cancel any SEPA direct debit directly from the 365 homepage or Recent Transaction screen. When in expanded view of the recent SEPA direct debit transaction you can select the new Cancel button. This option will pre-fill specific details such as Unique Mandate Reference, Creditor ID and name and IBAN into the cancellation form.

To have this recent direct debit refunded you can then complete the following form https://goo.gl/ztj6YV and return it to BOI SEPA Debtor Services, P.O Box 365 Dublin 18.

We hope this helps and if you need anything further please don't hesitate to post again.

Thanks,
Elaine

Synode

Bank of Ireland: Elaine wrote: »

Good Afternoon Synode,

Thank you for getting in contact with us here on Boards.ie.

We are sorry to hear of the difficulty you're experiencing with this retailer. Just to mention, you can now easily cancel any SEPA direct debit directly from the 365 homepage or Recent Transaction screen. When in expanded view of the recent SEPA direct debit transaction you can select the new Cancel button. This option will pre-fill specific details such as Unique Mandate Reference, Creditor ID and name and IBAN into the cancellation form.

To have this recent direct debit refunded you can then complete the following form https://goo.gl/ztj6YV and return it to BOI SEPA Debtor Services, P.O Box 365 Dublin 18.

We hope this helps and if you need anything further please don't hesitate to post again.

Thanks,
Elaine

Hi Elaine,

I done the above. Can you tell me why it hasn't cancelled it.

Can you confirm it will not be taken again? I can give you my account details in a PM.

I'm in Australia until early Jan so it's difficult for me to get anything done and I want to make sure they don't take another payment.

Bank of Ireland: Nicola

Synode wrote: »

Bank of Ireland: Elaine wrote: »

Good Afternoon Synode,

Thank you for getting in contact with us here on Boards.ie.

We are sorry to hear of the difficulty you're experiencing with this retailer. Just to mention, you can now easily cancel any SEPA direct debit directly from the 365 homepage or Recent Transaction screen. When in expanded view of the recent SEPA direct debit transaction you can select the new Cancel button. This option will pre-fill specific details such as Unique Mandate Reference, Creditor ID and name and IBAN into the cancellation form.

To have this recent direct debit refunded you can then complete the following form https://goo.gl/ztj6YV and return it to BOI SEPA Debtor Services, P.O Box 365 Dublin 18.

We hope this helps and if you need anything further please don't hesitate to post again.

Thanks,
Elaine

Hi Elaine,

I done the above. Can you tell me why it hasn't cancelled it.

Can you confirm it will not be taken again? I can give you my account details in a PM.

I'm in Australia until early Jan so it's difficult for me to get anything done and I want to make sure they don't take another payment.

Hi Synode,

Sorry but we wouldn’t have access to your account here to check this for you. It would be best to speak to one of our reps on +3531 4044000 as they will be able to check your details and confirm if this DD payment has been cancelled successfully.

When you cancel a DD you also need to let the company know that you've cancelled your direct debit mandate with them.

Please get in touch again if you need help with anything else.
Thanks
Nicola

Synode

Bank of Ireland: Nicola wrote: »

Hi Synode,

Sorry but we wouldn’t have access to your account here to check this for you. It would be best to speak to one of our reps on +3531 4044000 as they will be able to check your details and confirm if this DD payment has been cancelled successfully.

When you cancel a DD you also need to let the company know that you've cancelled your direct debit mandate with them.

Please get in touch again if you need help with anything else.
Thanks
Nicola

Hi Nicola,

I'm unable to contact them from here. I dont have their number or my details and the time difference is a nightmare. The cost of the call is also prohibitive.

I thought the whole idea of SEPA was to allow a user to cancel a DD. I done that, so can you tell me why the payment was still made?

Synode

Synode wrote: »

Hi Nicola,

I'm unable to contact them from here. I dont have their number or my details and the time difference is a nightmare. The cost of the call is also prohibitive.

I thought the whole idea of SEPA was to allow a user to cancel a DD. I done that, so can you tell me why the payment was still made?

By them I mean the insurance company. Why do I need to contact them, I instructed you to stop the DD.

I also can't call the BOI number as the cost from my temporary Australian number is too much. Ill be able to ring from a landline on Monday.

So can u tell me why a cancelled DD would still be taken? I don't understand why it would and why you aren't carrying out my explicit instrution, done on your 365 website i.e. Stop paying this DD

28064212

Synode wrote: »

So can u tell me why a cancelled DD would still be taken? I don't understand why it would and why you aren't carrying out my explicit instrution, done on your 365 website i.e. Stop paying this DD

Cancelling a DD only cancels a specific mandate. If the company submits a new request under a different mandate, the collection will go through.

What you can do is add the insurance company to your DD "blacklist". This means they will not be allowed to collect any more debits from your account under any circumstances. The form to request this is here: https://personalbanking.bankofireland.com/bank/sepa/direct-debit-change-requests/. AFAIK, there's no way to do it through the website.

Just to note, if you have a contract with the insurance company, cancelling the DD and failing to pay will breach that contract. Cancelling a DD doesn't mean you don't owe the money

Bank of Ireland: Nicola

Synode wrote: »

Synode wrote: »

Hi Nicola,

I'm unable to contact them from here. I dont have their number or my details and the time difference is a nightmare. The cost of the call is also prohibitive.

I thought the whole idea of SEPA was to allow a user to cancel a DD. I done that, so can you tell me why the payment was still made?

By them I mean the insurance company. Why do I need to contact them, I instructed you to stop the DD.

I also can't call the BOI number as the cost from my temporary Australian number is too much. Ill be able to ring from a landline on Monday.

So can u tell me why a cancelled DD would still be taken? I don't understand why it would and why you aren't carrying out my explicit instrution, done on your 365 website i.e. Stop paying this DD

Hi Synode,

As 28064212 has correctly mentioned it’s possible for a company to submit a DD payment request under a different reference number. As the DD mandate is an agreement with the company we'd always advise that you must contact them directly to notify them of the cancellation. This is specified on the cancellation form and also if you're cancelling through 365 Online.

To check the reason why your DD payment was still deducted we’d need to take a look at your account and at the cancellation request. If you’re unable to call please send a request online through the Online Service Desk, they’ll have access to your account there and can check this further.

Thanks
Nicola

Synode

Ok ill send a request that way as I can't call.

Seems a bit stupid that I can cancel a DD yet the other side can re-instate it. What's the point of the cancellation then? Is this always the case? If so they're is literally zero point in cancelling a Sepa DD via yourselves? Is that correct?

For reference, I no longer want the insurance policy, that's why I'm cancelling the DD. And I didn't have time to contact the insurance company before I left. I thought cancelling it on 365 would do what it says, cancel it

28064212

Synode wrote: »

For reference, I no longer want the insurance policy, that's why I'm cancelling the DD

Cancelling the DD does not cancel the policy. If you still have an active agreement with the insurance company, your debt will continue to grow if you cancel the DD, until you cancel according to their T&Cs. And they are entitled to pursue you for any debt you incur

Synode

28064212 wrote: »

Cancelling the DD does not cancel the policy. If you still have an active agreement with the insurance company, your debt will continue to grow if you cancel the DD, until you cancel according to their T&Cs. And they are entitled to pursue you for any debt you incur

An unpaid policy is effectively cancelled. And it's also neither here nor there. My issue is with cancelling a direct debit. And why that hasn't been done. Why tell people they can cancel SEPA DDs from online banking when in fact they can't

Synode

28064212 wrote: »

Cancelling the DD does not cancel the policy. If you still have an active agreement with the insurance company, your debt will continue to grow if you cancel the DD, until you cancel according to their T&Cs. And they are entitled to pursue you for any debt you incur

An unpaid policy is effectively cancelled. And it's also neither here nor there. My issue is with cancelling a direct debit. And why that hasn't been done. Why tell people they can cancel SEPA DDs from online banking when in fact they can't

28064212

Synode wrote: »

An unpaid policy is effectively cancelled.

No, it's just unpaid

Synode wrote: »

My issue is with cancelling a direct debit. And why that hasn't been done. Why tell people they can cancel SEPA DDs from online banking when in fact they can't

If the first mandate has been cancelled, then BOI have done their job. The company should not have added a new mandate without your explicit agreement, but your dispute is with the company, not BOI

Synode

28064212 wrote: »

No, it's just unpaid


If the first mandate has been cancelled, then BOI have done their job. The company should not have added a new mandate without your explicit agreement, but your dispute is with the company, not BOI

Are you a BOI representative? How can BOI allow a new mandate to be created without my permission? Is it that easy to pull money from people's accounts without their permission?

28064212

Synode wrote: »

Are you a BOI representative?

No, I just know how direct debits work.

Synode wrote: »

How can BOI allow a new mandate to be created without my permission?

Because that's how the Direct Debit scheme works. BOI have no way of checking whether the mandate is valid (nor are they supposed to). If you want to block a creditor, that's what the blacklist is for.

You could always make a complaint against the company to BPFI, responsible for administration of the SEPA Direct Debit scheme in Ireland.

Synode

All I want is the bloody thing cancelled. Ill just have to call on Monday.

Though it would also be nice if Bank of Ireland gave me this information. In private. Via a secure mail system that you can reply to. And if that secure mail system could be available on the android or iphone apps.

Bank of Ireland: Evie

Synode wrote: »

All I want is the bloody thing cancelled. Ill just have to call on Monday.

Though it would also be nice if Bank of Ireland gave me this information. In private. Via a secure mail system that you can reply to. And if that secure mail system could be available on the android or iphone apps.

Hi Synode, 

We'd like to help you to get this rectified. As mentioned above by 28064212, cancelling a Direct Debit will only cancel this specific mandate. To stop future payments being set up by the company, you must complete the black listing process on your 365 Online profile. By placing the company on this list you can specify that you no longer accept any debits from your account to them. 

You are more than welcome to give us a call on Monday to go through this however, this black listing process is the only way to guarantee no further payments are processed through your account. Please bare in mind that as this stops all payments, if you have any future business with this company you will need to place them on the White List to ensure payment. 

Please see here for information on the Black & White Listing process.

If you would like to email us privately, you can do so through your 365 Online profile. Simply select the 'Ask A Question' option from the drop down menu. One of our reps here will have account access and can give you any further account specific advice. 

If there is anything else we can help you with here, please let us know. 

Thanks,

Evie