Cancelled Direct Debit but money still taken

rsl1976

Hi,

I cancelled all direct debits on my account about 2/3 weeks ago, however Revenue were still able to take money yesterday. How were they able to do this

Bank of Ireland: Elaine

Hi rsl1976, 

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

When cancelling a Direct Debit on a current account it is necessary to complete a 'Cancel Direct Debit Mandate' form, which can be located here on our website. 

Once this form has been completed, your direct debit should be cancelled. As you have confirmed this is not the case, we would advise you to contact the Revenue directly to enquire further and to ensure this direct debit is cancelled for the future. You can also complete a 'Refund Direct Debit' form to have this recent debit reversed. This form can be found here. 

We hope this helps and that this issue is resolved for you as soon as possible. 

Thanks, 
Elaine

Tow

Hi OP,

If you completed this form http://personalbanking.bankofireland.com/fs/doc/wysiwyg/b22340-mss130675-sepa-dd-block-form.pdf or setup a white list with this form http://personalbanking.bankofireland.com/fs/doc/wysiwyg/blackorwhitelist.pdf, BOI are in breach of the SEPA rules.

In any event you can fill this form http://personalbanking.bankofireland.com/fs/doc/wysiwyg/b22421-mss130675-sepa-dd-refund-form-interactive-nov13.pdf and BOI will refund you the debit.

dub45

Bank of Ireland: Elaine wrote: »

Hi rsl1976, 

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

When cancelling a Direct Debit on a current account it is necessary to complete a 'Cancel Direct Debit Mandate' form, which can be located here on our website. 

Once this form has been completed, your direct debit should be cancelled. As you have confirmed this is not the case, we would advise you to contact the Revenue directly to enquire further and to ensure this direct debit is cancelled for the future. You can also complete a 'Refund Direct Debit' form to have this recent debit reversed. This form can be found here. 

We hope this helps and that this issue is resolved for you as soon as possible. 

Thanks, 
Elaine

There is no requirement in the direct debit scheme rules to fill in specific forms - 


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

How do I cancel a SDD?

You can cancel a SDD by writing to your bank. It is also advisable to inform the Creditor of the cancellation.

What information should I provide in order to cancel a SDD?
When you contact your bank you will need to provide your account details, the name of the Creditor and any details relevant to the SDD.

]

Why are you advising the customer to contact Revenue? The onus is on the bank to ensure that cancelled direct debits are not paid.

Bank of Ireland: Elaine

Hi dub45, 


[font=Verdana, sans-serif]Thanks for posting here on Boards.ie. [/font]


[font=Verdana, sans-serif]A written request is required to cancel a SEPA direct debit. Bank of Ireland provides specific detailed forms for all SEPA direct debit instructions. This helps ensure that all the information is captured upon receipt of the request and minimises delay for our customers. These forms can be downloaded from our website alternatively; if the customer is registered for 365 Online they can submit their request via the Online Service Desk. [/font]


[font=Verdana, sans-serif]We aim to ensure that all SEPA direct debit services are accessible and easy to use for our customers. In relation to your question about why we refer the OP to contact the Revenue, we always advise a customer to inform the Creditor of the cancellation of the mandate. This and further advice on SEPA direct debit services can be found here on our website. [/font]


[font=Verdana, sans-serif]We hope this helps clarify your query.[/font]


[font=Verdana, sans-serif]Thanks, [/font]
[font=Verdana, sans-serif]Elaine [/font]

dub45

Bank of Ireland: Elaine wrote: »

Hi dub45, 


[font=Verdana, sans-serif]Thanks for posting here on Boards.ie. [/font]


[font=Verdana, sans-serif]A written request is required to cancel a SEPA direct debit. Bank of Ireland provides specific detailed forms for all SEPA direct debit instructions. This helps ensure that all the information is captured upon receipt of the request and minimises delay for our customers. These forms can be downloaded from our website alternatively; if the customer is registered for 365 Online they can submit their request via the Online Service Desk. [/font]


[font=Verdana, sans-serif]We aim to ensure that all SEPA direct debit services are accessible and easy to use for our customers. In relation to your question about why we refer the OP to contact the Revenue, we always advise a customer to inform the Creditor of the cancellation of the mandate. This and further advice on SEPA direct debit services can be found here on our website. [/font]


[font=Verdana, sans-serif]We hope this helps clarify your query.[/font]


[font=Verdana, sans-serif]Thanks, [/font]
[font=Verdana, sans-serif]Elaine [/font]

Where does it say in the direct debit scheme rules that the bill payer must fill in specific forms or give the bank the authority to impose specific forms for the cancellation of a dd?  What are customers supposed to do who do no have internet access? And there are many people out there who do not have internet access.

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

How do I cancel a SDD?

You can cancel a SDD by writing to your bank. It is also advisable to inform the Creditor of the cancellation.

It is "advisable" to inform the company concerned but the onus is on the bank to ensure that the direct debit is cancelled when the customer requests cancellation.  

In this specific case the customer is asking the bank why cancelled direct debits were paid.  It is the responsibility of the bank under the dd scheme rules to ensure that cancelled direct debits are not paid.  So once again I ask you why are you referring the customer to revenue?  It is banks responsibility not Revenue's.

Are you trying to claim that bank does not have the responsibility to ensure that cancelled direct debits are not paid?

This is from page 96 of dd scheme rules on the responsibility of the debtor's bank:

allow Debtors to prohibit the application of SEPA Direct Debits to its account

28064212

dub45 wrote: »

It is "advisable" to inform the company concerned but the onus is on the bank to ensure that the direct debit is cancelled when the customer requests cancellation.

It's "advisable", so that Revenue aren't trying to collect through a method they can't collect from. It's a basic courtesy. At no stage did they try to suggest in any way, shape or form that the bank doesn't have responsibility to ensure that cancelled direct debits are not paid.

Bank of Ireland: Laura

Hi dub45.

As Elaine mentioned in her post above, Bank of Ireland have chosen to provide customers with a form to ensure that all information is captured upon receipt of the request and to minimise any delay for our customers. Customers that do not have access to the internet may call in to any of our branches and a representative will be more than happy to print one for them.

Hope this helps clarify your query. If we can help with anything else, please let us know.
Laura

dub45

28064212 wrote: »

dub45 wrote: »

It is "advisable" to inform the company concerned but the onus is on the bank to ensure that the direct debit is cancelled when the customer requests cancellation.

It's "advisable", so that Revenue aren't trying to collect through a method they can't collect from. It's a basic courtesy. At no stage did they try to suggest in any way, shape or form that the bank doesn't have responsibility to ensure that cancelled direct debits are not paid.

And where exactly did any BOI rep directly answer the op's query?  Which was how were Revenue able to take dd's which had been cancelled?

No attempt was made to answer that query? No offer was made to follow up the query to find out exactly what happened.

Where was BOI's responsibility in this matter accepted?

Hi,

I cancelled all direct debits on my account about 2/3 weeks ago, however Revenue were still able to take money yesterday. How were they able to do this

Bank of Ireland: Janet

dub45 wrote: »

28064212 wrote: »

dub45 wrote: »

It is "advisable" to inform the company concerned but the onus is on the bank to ensure that the direct debit is cancelled when the customer requests cancellation.

It's "advisable", so that Revenue aren't trying to collect through a method they can't collect from. It's a basic courtesy. At no stage did they try to suggest in any way, shape or form that the bank doesn't have responsibility to ensure that cancelled direct debits are not paid.

And where exactly did any BOI rep directly answer the op's query?  Which was how were Revenue able to take dd's which had been cancelled?

No attempt was made to answer that query? No offer was made to follow up the query to find out exactly what happened.

Where was BOI's responsibility in this matter accepted?

Hi,

I cancelled all direct debits on my account about 2/3 weeks ago, however Revenue were still able to take money yesterday. How were they able to do this

Hi dub45,


We can only assume rsl1976 was happy with our original answer as they have not come back with a further query.


As always we would offer a call back for any of our customers who need a query further investigated.


Thanks for the post,


[font=Calibri, sans-serif]Janette[/font]