Direct Debits from Non-Irish Accounts

Yggr of Asgard

Breaking this off the Number 26 tread because maybe it's time we list the known acceptance/non acceptance.


Refusing to accept non-irish accounts

• Sky see http://www.boards.ie/ttfthread/2057539002
• GloHealth
• Greenstar
• Magnet Broadband (thanks to ceroc81)

Accepting non-irish accounts online

• UPC
• IDMobile

Accepting non-irish accounts via paper mandate

• Energia (new)
• Three
• Zurich Insurance
• AIG Insurance
• Avantcard
• Irish water (required verbal confirmation, thanks to ceroc81)

murphaph

Let's just add to the lists...

Refusing to accept non-irish accounts

• Sky see http://www.boards.ie/ttfthread/2057539002
• GloHealth
• Greenstar
• Magnet Broadband (thanks to ceroc81)

Accepting non-irish accounts online

• UPC
• IDMobile
• Revenue Commissioners

Accepting non-irish accounts via paper mandate

• Energia (new)
• Three
• Zurich Insurance
• AIG Insurance
• Avantcard
• Irish water (required verbal confirmation, thanks to ceroc81)
• Ulster Bank Mortgages
• AIB credit card payments

RonyPonyBah

Adding Meteor to the list.

Refusing to accept non-irish accounts

• Sky see http://www.boards.ie/ttfthread/2057539002
• GloHealth
• Greenstar
• Magnet Broadband (thanks to ceroc81)
• Meteor

Accepting non-irish accounts online

• UPC
• IDMobile
• Revenue Commissioners

Accepting non-irish accounts via paper mandate

• Energia (new)
• Three
• Zurich Insurance
• AIG Insurance
• Avantcard
• Irish water (required verbal confirmation, thanks to ceroc81)
• Ulster Bank Mortgages
• AIB credit card payments

JTMan

For the "Refusing to accept non-irish accounts" (i.e. breaking the law) section, can we please add what we are doing about it? Perhaps, a name of a person addressing it or a thread.

For example, for GloHealth, Yggr of Asgard has a complaint with them.

For Meteor, can a Meteor customer please get a thread going in the Talk to Meteor Boards.ie forum about their lack of SEPA compliance?

Yggr of Asgard

Added the Meteor Thread Link

Refusing to accept non-irish accounts

• Sky see http://www.boards.ie/ttfthread/2057539002
• GloHealth
• Greenstar
• Magnet Broadband (thanks to ceroc81)
• Meteor see http://www.boards.ie/ttfthread/2057540834

Accepting non-irish accounts online

• UPC
• IDMobile
• Revenue Commissioners

Accepting non-irish accounts via paper mandate

• Energia (new)
• Three
• Zurich Insurance
• AIG Insurance
• Avantcard
• Irish water (required verbal confirmation, thanks to ceroc81)
• Ulster Bank Mortgages
• AIB credit card payments

ceroc81

I can confirm Bord Gais Energy does not support non-Irish BIC/IBAN just got of the phone with Customer Support agent, they had no idea when they would be able to support it.

Who should we report these companies for non-SEPA compliance? Is there an email that we can use?

murphaph

ceroc81 wrote: »

I can confirm Bord Gais Energy does not support non-Irish BIC/IBAN just got of the phone with Customer Support agent, they had no idea when they would be able to support it.

Who should we report these companies for non-SEPA compliance? Is there an email that we can use?

Maybe add it to the list so the latest list is always up to date.

JTMan

ceroc81 wrote: »

I can confirm Bord Gais Energy does not support non-Irish BIC/IBAN just got of the phone with Customer Support agent, they had no idea when they would be able to support it.

Who should we report these companies for non-SEPA compliance? Is there an email that we can use?

Yes, report / complain.

Firstly, ask Bord Gais Energy to explain why they are not SEPA compliant in writing. Ask them for a final response letter.

Then, complain to the Central Bank of Ireland.

Sparko

I'm surprised to be honest, we operate direct debits in work and although none of our customers have to date provided us with anything other than Irish BIC & IBAN details I was of the understanding that it wouldn't be a problem and our existing DD software would accept other SEPA compliant accounts from across Europe. Maybe there's more involved, I might try and find a guinea pig among some of our European partners to do a test to see if there is something I'm missing.

josephsoap

Has anyone tried to pay Electric Ireland DD via number 26 bank a/c?

Just posted off the mandate myself, fingers crossed :-)

ceroc81

josephsoap wrote: »

Has anyone tried to pay Electric Ireland DD via number 26 bank a/c?

Just posted off the mandate myself, fingers crossed :-)

It should work based on this:
http://touch.boards.ie/thread/post/95420759
But keep us in the loop of the progress

Yggr of Asgard

Added Board Gais to refuse and Electric Ireland to with paper mandate

Refusing to accept non-irish accounts

• Sky see http://www.boards.ie/ttfthread/2057539002
• GloHealth
• Greenstar
• Magnet Broadband (thanks to ceroc81)
• Meteor see http://www.boards.ie/ttfthread/2057540834
• Bord Gais Energy

Accepting non-irish accounts online

• UPC
• IDMobile
• Revenue Commissioners

Accepting non-irish accounts via paper mandate

• Energia (new)
• Three
• Zurich Insurance
• AIG Insurance
• Avantcard
• Irish water (required verbal confirmation, thanks to ceroc81)
• Ulster Bank Mortgages
• AIB credit card payments
• Electric Ireland as per http://www.boards.ie/ttfthread/2057427200/1#post95420759

ceroc81

Sparko wrote: »

I'm surprised to be honest, we operate direct debits in work and although none of our customers have to date provided us with anything other than Irish BIC & IBAN details I was of the understanding that it wouldn't be a problem and our existing DD software would accept other SEPA compliant accounts from across Europe. Maybe there's more involved, I might try and find a guinea pig among some of our European partners to do a test to see if there is something I'm missing.

Could it have to do with that the BIC is 11 characters long?

The BIC is WIREDEMXXX where the last 3 characters is optional and XXX means primary office (source: https://en.wikipedia.org/wiki/ISO_9362 ) so I wonder if we would be using WIREDEM instead they would accept it?


I noticed that bonkers.ie doesnt support more than 8 characters either.

Edit: looks like WIREDEM would be mapped to Hungary so guess its not an option..
Country Bank BIC Bank code Address
HU WIRECARD Bank AG WIREDEMM 19200002 8563 Grassbrunn

Yggr of Asgard

ceroc81 wrote: »

Could it have to do with that the BIC is 11 characters long?

The BIC is WIREDEMXXX where the last 3 characters is optional and XXX means primary office (source: https://en.wikipedia.org/wiki/ISO_9362 ) so I wonder if we would be using WIREDEM instead they would accept it?


I noticed that bonkers.ie doesnt support more than 8 characters either.

Edit: looks like WIREDEM would be mapped to Hungary so guess its not an option..
Country Bank BIC Bank code Address
HU WIRECARD Bank AG WIREDEMM 19200002 8563 Grassbrunn

BIC only matters until 1 February 2016 at which the Irish Waiver for IBAN only expires.

SEPA is designed to work without BIC, in fact inner Irish transactions since 1 February 2014 are done without BIC and as of 1 February 2016 cross border payments are IBAN only too.

Bhangraman

JTMan wrote: »

Yes, report / complain.

Firstly, ask Bord Gais Energy to explain why they are not SEPA compliant in writing. Ask them for a final response letter.

Then, complain to the Central Bank of Ireland.

I am still trying to force them to accept my details by email. Last email I sent them on 4 Jan (to which I did not get a reply yet) was:

"Under EU law, SEPA came into force last year for EUR payments in 26 countries including Ireland.

I would like to make a EUR SEPA Direct Debit payment. By law, you need to be SEPA compliant for EUR payments.

Can you please advise as to why you are not complying with the law on this point? Can you please escalate this ticket with your compliance department and management?

Alternatively, please advise if this is your final response on the matter? If so, I will be making a complaint to the Central Bank of Ireland. "

ceroc81

Bhangraman wrote: »

I am still trying to force them to accept my details by email. Last email I sent them on 4 Jan (to which I did not get a reply yet) was:

"Under EU law, SEPA came into force last year for EUR payments in 26 countries including Ireland.

I would like to make a EUR SEPA Direct Debit payment. By law, you need to be SEPA compliant for EUR payments.

Can you please advise as to why you are not complying with the law on this point? Can you please escalate this ticket with your compliance department and management?

Alternatively, please advise if this is your final response on the matter? If so, I will be making a complaint to the Central Bank of Ireland. "

I'm already in the process of talking/emailing the Central Bank, I agreed with them that they could use my name when talking to Bord Gais Energy regarding the breach of regulation for DD SEPA payments.

I had another chat with a CS agent and they said that the BIC that Number26 is using is not in the "approved" list in their system and that adding new BICs is not very common and takes months so hopefully the Central Bank can push things along quicker..

JTMan

ceroc81 wrote: »

I'm already in the process of talking/emailing the Central Bank, I agreed with them that they could use my name when talking to Bord Gais Energy regarding the breach of regulation for DD SEPA payments.

I had another chat with a CS agent and they said that the BIC that Number26 is using is not in the "approved" list in their system and that adding new BICs is not very common and takes months so hopefully the Central Bank can push things along quicker..

Well done for taking this to the Central Bank of Ireland. Great to hear that the Central Bank of Ireland are taking on your case and have engaged with Bord Gais Energy for their SEPA breach.

Adding a BIC into a payment system should take minutes. Bord Gais Energy clearly have a poor payments / invoicing system.

Yggr of Asgard

JTMan wrote: »

Well done for taking this to the Central Bank of Ireland. Great to hear that the Central Bank of Ireland are taking on your case and have engaged with Bord Gais Energy for their SEPA breach.

Adding a BIC into a payment system should take minutes. Bord Gais Energy clearly have a poor payments / invoicing system.

There is no need for a BIC, yes Ireland has a waiver that allows it to continue using BIC until 1 February 2016 but IBAN is all that is needed. Latest 1 February the "BIC wont work/is not in system" is no longer an excuse.

The IBAN includes all information that is needed to process a payment through SEPA, BIC's were only needed in the beginning that requirement has fallen away long time ago. Sure Ireland is a little behind but in a couple of weeks that is no longer the case.

JTMan

Yggr of Asgard wrote: »

There is no need for a BIC, yes Ireland has a waiver that allows it to continue using BIC until 1 February 2016 but IBAN is all that is needed. Latest 1 February the "BIC wont work/is not in system" is no longer an excuse.

The IBAN includes all information that is needed to process a payment through SEPA, BIC's were only needed in the beginning that requirement has fallen away long time ago. Sure Ireland is a little behind but in a couple of weeks that is no longer the case.

My hunch is that there is widespread ignorance, amongst Irish companies, of the new SEPA rules that come into play on 1 February 2016. There has been a complete lack of publicity and distributed information about this SEPA phase.

Will companies change all their systems and paper forms to only look for an IBAN on 1 February 2016? You can bet that compliance with the new SEPA phase will be far from 100%.

28064212

JTMan wrote: »

Will companies change all their systems and paper forms to only look for an IBAN on 1 February 2016? You can bet that compliance with the new SEPA phase will be far from 100%.

Tbh, I'll be surprised if the banks' systems are up-to-date to manage the change on February 1st, never mind the companies

Grab All Association

Bhangraman wrote: »

I am still trying to force them to accept my details by email. Last email I sent them on 4 Jan (to which I did not get a reply yet) was:

"Under EU law, SEPA came into force last year for EUR payments in 26 countries including Ireland.

I would like to make a EUR SEPA Direct Debit payment. By law, you need to be SEPA compliant for EUR payments.

Can you please advise as to why you are not complying with the law on this point? Can you please escalate this ticket with your compliance department and management?

Alternatively, please advise if this is your final response on the matter? If so, I will be making a complaint to the Central Bank of Ireland. "

I'd report them to the CER too

Bhangraman

Any luck with waste companies? Getting started with Panda and first time they hear about SEPA it seems.

Panda just confirmed that they don't support transfer to Non-Irish accounts at present and that you have to pay your bill by card online in the meantime.
They said they just started the process of upgrading their IT systems and the work should be complete in 2-3 months. I have flagged a reminder to follow-up with them after that timeframe.

ceroc81

Small update, I dont know if its due to Central Bank or not but got this email today:

Hi XXXXXX,

Thanks for your recent email to Bord Gáis Energy.

As an update from my email to you yesterday we have requested that the BIC be added to our systems so we can update your bank details.

The complaint has now been in closed in regards to this.

Once the BIC has been added I will update your direct debit details and contact you to confirm this.

If there’s anything else we can help you with, just reply to this email and we’ll be happy to help. If you’d like to speak to one of our team, simply call us on 1850 632 632. We’re available 8am to 8pm Monday to Friday, or 9am to 5:30pm on Saturdays.

The Bord Gáis Energy Team

So I guess we can add Bord Gais to the supported list. (yay)

Yggr of Asgard

ceroc81 wrote: »

Small update, I dont know if its due to Central Bank or not but got this email today:


So I guess we can add Bord Gais to the supported list. (yay)

Congratulations and thanks for pushing.

Is that with paper mandate or online?

ceroc81

Yggr of Asgard wrote: »

Congratulations and thanks for pushing.

Is that with paper mandate or online?

That would be with paper mandate that's how I originally sent the mandate, just checked the online option and still only has Irish banks.

Yggr of Asgard

Moved Board Gais to with paper mandate

Refusing to accept non-irish accounts

• Sky see http://www.boards.ie/ttfthread/2057539002
• GloHealth
• Greenstar
• Magnet Broadband (thanks to ceroc81)
• Meteor see http://www.boards.ie/ttfthread/2057540834

Accepting non-irish accounts online

• UPC
• IDMobile
• Revenue Commissioners

Accepting non-irish accounts via paper mandate

• Energia (new)
• Three
• Zurich Insurance
• AIG Insurance
• Avantcard
• Irish water (required verbal confirmation, thanks to ceroc81)
• Ulster Bank Mortgages
• AIB credit card payments
• Electric Ireland as per http://www.boards.ie/ttfthread/2057427200/1#post95420759
• Bord Gais Energy as per http://www.boards.ie/vbulletin/showpost.php?p=98401972&postcount=23

Yggr of Asgard

Update on GloHealth, they have issued a final letter refusing to take non Irish accounts.

The Central bank informed me that they do not deal with individual complaints and have referred me to the Financial Ombudsman where I have now logged a complaint.

Let's see if that helps.

JTMan

Shocking that GloHealth have issued a final response letter saying they are not going to comply with the law on SEPA. Awful treatment by GloHealth.

Hopefully, the Financial Ombudsman understands SEPA (one would hope so) and deals with this appropriately with GloHealth.

Carawaystick

Yggr of Asgard wrote: »

Update on GloHealth, they have issued a final letter refusing to take non Irish accounts.

The Central bank informed me that they do not deal with individual complaints and have referred me to the Financial Ombudsman where I have now logged a complaint.

Does the CB not regulate insurance companies?

Yggr of Asgard

Carawaystick wrote: »

Does the CB not regulate insurance companies?

They do regulate, but the Central Bank does not investigate individual consumer complaints according to them.

Those have to go to the Financial Services Ombudsman.

There is something very strange in the way one can complain in Ireland. My complaint to the central bank will be actioned on, but as they do not investigate individual complaints I have no right to get any info as to what they have done to my complaint. Which is why an individual complaint needs to go to the Financial Services Ombudsman.

They are not alone in this. I recently complaint to the Food Saftey Authority about a certain business and while they took all details they than told me they could not tell me the outcome because of data protection. Yes, they can not tell me what they have done to a business I complained about.

JTMan

Yggr of Asgard wrote: »

There is something very strange in the way one can complain in Ireland. My complaint to the central bank will be actioned on, but as they do not investigate individual complaints I have no right to get any info as to what they have done to my complaint.

Ah, so anyone with a complaint on SEPA should go to both the CBI and the Financial Services Ombudsman.

Yggr of Asgard

So I just received an e-mail from the financial ombudsman (wow at 1750 on a Friday evening) telling me that they recommend mediation instead of an investigation. Mediation, I'm no fan of conspiracy but to me it's clear that GloHealth is infringing on my rights, so what do I need mediation for?

JTMan

Mediation obviously means that GloHealth and yourself will sit down in a room with an independent person and trash out the issue. You are 100% correct and GloHeath are 100% wrong so there is not much to trash out but you can make them realise that they are wrong.

I would say go for it. One of two things will happen:
(1) GloHeath will see the request from the Financial Ombudsman and change their mind and accept SEPA DD's or
(2) An in-person debate occurs. You are smart and clued in when it comes to SEPA. You will win the debate.

Fred Swanson

This post has been deleted.

Yggr of Asgard

Fred Swanson wrote: »

This post has been deleted.

That is exactly my feeling, the options they offer (keep Irish Bank account, pay yearly via check, pay yearly via credit card) are not acceptable to me and hence mediation would be a waist of time.

josephsoap

josephsoap wrote: »

Has anyone tried to pay Electric Ireland DD via number 26 bank a/c?

Just posted off the mandate myself, fingers crossed :-)

Just to update this - Electric Ireland have accepted DD from my N26 A/C (via paper mandate).

Bhangraman

ceroc81 wrote: »

That would be with paper mandate that's how I originally sent the mandate, just checked the online option and still only has Irish banks.

I was able to also set up direct debit with Number 26 account. They sent me direct debit form by post and I filled it, scanned it and emailed to my active support thread with them on info@bordgais.ie

Yggr of Asgard

Moved Greenstar from refusing to accepting online (took a complaint but is now available).

Added Virgin Media Mobile (not ex UPC) into requiring Paper Mandate. Virgin Media (ex UPC Broadband, TV etc.) is still online.


Refusing to accept non-irish accounts

• GloHealth (currently open complaints with the Financial Services Ombudsman)
• Magnet Broadband (thanks to ceroc81)
• Meteor see http://www.boards.ie/ttfthread/2057540834
• Sky see http://www.boards.ie/ttfthread/2057539002

Accepting non-irish accounts online

• Greenstar
• IDMobile
• Revenue Commissioners
• Virgin Media (Broadband, TV, Home Phone)

Accepting non-irish accounts via paper mandate

• AIB credit card payments
• AIG Insurance
• Avantcard
• Bord Gais Energy as per http://www.boards.ie/vbulletin/showpost.php?p=98401972&postcount=23
• Energia (new)
• Electric Ireland as per http://www.boards.ie/ttfthread/2057427200/1#post95420759
• Irish water (required verbal confirmation, thanks to ceroc81)
• Three
• Ulster Bank Mortgages
• Virgin Media Mobile
• Zurich Insurance

The J Stands for Jay

I phoned Three a few weeks ago to change DD, was told to send in a paper mandate. Got a letter back asking me to contact them by online chatvto confirm the details. The person I chatted to told me they didn't accept non-Irish bank accounts and refused to say anything else.

I phoned them straight away and got the same answer. In the end, to try and get rid of me, she said she'd try entering it in the system. She seemed surprised when it was accepted...

Bhangraman

McGaggs wrote: »

I phoned Three a few weeks ago to change DD, was told to send in a paper mandate. Got a letter back asking me to contact them by online chatvto confirm the details. The person I chatted to told me they didn't accept non-Irish bank accounts and refused to say anything else.

I phoned them straight away and got the same answer. In the end, to try and get rid of me, she said she'd try entering it in the system. She seemed surprised when it was accepted...

I'm really struggling with them for weeks. Can you confirm you managed to set it up with your Number 26 account and exactly how you got through to them at the end? Which department were you talking to?

GreatDefector

I'm in this boat now with Number26

Renault Finance wont accept a non Irish account. Cop out is that it's to ensure the car is still in Ireland. They wont accept any account not in my name either or payment by card

I tried to call BPFI today but no answer, or is there someone else I should complain to?

I am certainly not maintaining an Irish bank account just for them. Tough if they can't do it

Yggr of Asgard

GreatDefector wrote: »

I'm in this boat now with Number26

Renault Finance wont accept a non Irish account. Cop out is that it's to ensure the car is still in Ireland. They wont accept any account not in my name either or payment by card

I tried to call BPFI today but no answer, or is there someone else I should complain to?

I am certainly not maintaining an Irish bank account just for them. Tough if they can't do it

Log a complaint with them, demand a final answer from them in writing and than complain to the Financial Services Ombudsman https://www.financialombudsman.ie/.

Also log a complaint with the central bank, they won't tell you what happens to your complaint but at least you complained.

The J Stands for Jay

Bhangraman wrote: »

I'm really struggling with them for weeks. Can you confirm you managed to set it up with your Number 26 account and exactly how you got through to them at the end? Which department were you talking to?

It seems to be all set up, I'll wait and see if the DD actually comes out.

I originally called up someone competent and was told to download and fill in a ddm. If you google three sepa DD you'll get it. Send it in and see how you get on. I got a letter asking me to confirm a few details by phone or chat. If I had've got through to someone competent, it probably would be been OK.

The J Stands for Jay

McGaggs wrote: »

It seems to be all set up, I'll wait and see if the DD actually comes out.

I originally called up someone competent and was told to download and fill in a ddm. If you google three sepa DD you'll get it. Send it in and see how you get on. I got a letter asking me to confirm a few details by phone or chat. If I had've got through to someone competent, it probably would be been OK.

DD went through this morning.

Bhangraman

McGaggs wrote: »

It seems to be all set up, I'll wait and see if the DD actually comes out.

I originally called up someone competent and was told to download and fill in a ddm. If you google three sepa DD you'll get it. Send it in and see how you get on. I got a letter asking me to confirm a few details by phone or chat. If I had've got through to someone competent, it probably would be been OK.

Thanks. I did download and fill the mandate, then scanned and direct emailed it to some reps who gave me their contact after calling their phone support but it has been stuck for weeks at their finance department with no update. Latest attempt today by phone with yet another rep (got 3 direct email addresses at this stage of Sven, Vivienne and Rachel as this has been dragging on so long!) to have them escalate.
Each time it is the same act, after a call, they send an email along those lines "Thanks for your email, I will do my best to get this issue resolved for you in a promptly fashion" but it then goes into a black hole with almost no reply from them (or at least all useless), no-one to proactively follow-up with you, it's exasperating.

Yggr of Asgard

Bhangraman wrote: »

Thanks. I did download and fill the mandate, then scanned and direct emailed it to some reps who gave me their contact after calling their phone support but it has been stuck for weeks at their finance department with no update. Latest attempt today by phone with yet another rep (got 3 direct email addresses at this stage of Sven, Vivienne and Rachel as this has been dragging on so long!) to have them escalate.
Each time it is the same act, after a call, they send an email along those lines "Thanks for your email, I will do my best to get this issue resolved for you in a promptly fashion" but it then goes into a black hole with almost no reply from them (or at least all useless), no-one to proactively follow-up with you, it's exasperating.

Log a formal complaint, demand a final answer and than contact the regulator.

The REGULATION (EU) No 260/2012 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL is quite clear about this:

Article 9 Point 2

2. A payee accepting a credit transfer or using a direct debit to collect funds from a payer holding a payment account located within the Union shall not specify the Member State in which that payment account is to be located, provided that the payment account is reachable in accordance with Article 3.

if they are deploying delaying tactics complain and escalate it to the regulator.

BrookieD

Concern Worldwide will accpet paper mandate from a non irish account and are looking into accepting online.

Some useful information

4.2 Paperless Mandates - Phone & Internet Sign Up

Creditors operating the SEPA Direct Debit Scheme can obtain authorisations from debtors to collect
SEPA Direct Debits via the Phone or Internet subject to the following:

 Debtors must have an Irish Bank account – Debtors with European Bank accounts must
sign a paper Mandate

 Creditors must contact their Bank to apply to operate paperless Mandates

 Creditors must submit their phone/internet templates including the confirmation letter to their
Bank for approval to operate phone & internet sign up

 Creditors must keep a copy of the phone recording as proof of Mandate together with any
related amendments/history/confirmation letter must be retained by the Creditor for the life
of the Mandate and after expiry, for a period of 13 months after the date of the last collection

 Creditors must keep a record of the Internet application as proof of Mandate together with
any related amendments /history must be retained by the Creditor for the life of the Mandate
and after expiry, for a period of 13 months after the date of the last collection

 Creditors must issue a confirmation letter to the Debtor within 3 working days of the
phone/internet sign up. The confirmation letter/email must include the following:
o Debtor’s – Name, Address & Bank details (BIC if provided by debtor & IBAN)
o Creditor ID
o Unique Mandate Reference
o Type of Payment: One-off or Recurrent
o Date of Signing
o Standard Legal Text (the authorisation and the Refund right)
The confirmation letter or email should be substantially in accordance with the sample in the
Guide

 Creditors must keep a copy of the confirmation letter which was sent to the Debtor.
Creditors must keep record of the confirmation letter for the life of the Mandate and after
expiry, for a period of 13 months after the date of the last collection

 The Creditor must be able to present a copy of the Mandate instruction & confirmation letter
to the Debtor’s bank upon request.

 Creditors are responsible for ensuring their Phone/Internet sign up process and procedures
are complaint with any regulatory/security requirements


Taken from the SEPA - A Guide for Business Customers V1.0 located here

The J Stands for Jay

Bhangraman wrote: »

Thanks. I did download and fill the mandate, then scanned and direct emailed it to some reps who gave me their contact after calling their phone support but it has been stuck for weeks at their finance department with no update. Latest attempt today by phone with yet another rep (got 3 direct email addresses at this stage of Sven, Vivienne and Rachel as this has been dragging on so long!) to have them escalate.
Each time it is the same act, after a call, they send an email along those lines "Thanks for your email, I will do my best to get this issue resolved for you in a promptly fashion" but it then goes into a black hole with almost no reply from them (or at least all useless), no-one to proactively follow-up with you, it's exasperating.

I posted the mandate, I wonder would that make a difference. Also, when I called it was late in their opening hours and I wouldn't take no for an answer. It seems to me that their systems are all set up to go, but the front line staff haven't been told (some of them have been, not sure if the rest haven't been or are just a bit thick).

Bhangraman

Yggr of Asgard wrote: »

Log a formal complaint, demand a final answer and than contact the regulator.

Sent an email to customer.care@three.ie to complain, quoting the article of the law, thanks for your help!

Bhangraman

McGaggs wrote: »

I posted the mandate, I wonder would that make a difference. Also, when I called it was late in their opening hours and I wouldn't take no for an answer. It seems to me that their systems are all set up to go, but the front line staff haven't been told (some of them have been, not sure if the rest haven't been or are just a bit thick).

Today in my call I actually mentioned your case and asked them to retry entering the BIC and IBAN on their end but it didn't work so I'm left now with my two bottles in the sea (my newly lodged complaint and waiting for them to contact me after they talk to their finance department)

The J Stands for Jay

Laya have told me they won't accept direct debits from banks that aren't registered with them(!?) and they only have Irish banks registered. I've already emailed the Central Bank who are going to look into it, and I'll get the finger out over the weekend to compose a complaint directly to them.