Direct Debit Help?!?

[CocoPops]

I've had Boots contact lenses for as long as I can remember.
I've been paying by direct debit, so haven't paid any attention to it going.

I've recevied a letter today, saying that Boots have been taking too little money since September 2003 (so over a year!).
hmm, not my problem I think seeing as they decide how much to take each month.

Until I see that I now OWE them 219pounds, which will be collected on Oct 11th unless I tell them I am unable to pay and they "will try to help".

So hang on, I've got to fork out a 219pound lump sum, because they messed up?!?

Not Happy

So anyone got any ideas where I stand? Can I tell them to stick it?

[MAS]

Have you checked to see if you have underpaid? Call them up, explain, tell them how disappointed you are. Hopefully a decent company like Boots would do the right thing.

I don't think you can really stop them asking for the money. They cant force you to pay it, but if you have underpaid, I guess they're entitled to ask for it.

[TomWilko]

Hi Coco

I used to work at Powergen with a lot of Direct Debit setups so I am basing what I know from there.

The DD amount is supposed to be an estimate of what you require for the year, this obviously in your case is to low. What we used to do at Powergen is raise the DD amount to how much the person would require for the year [say £30 a month to cover the usage] and then add on another £5 or so to work of the remaining debit.

AFAIK this is how BOOTS should really be offering to do it, its the only reasonable way as well. Asking to take such a large amount of money is not reasonable and any Manager at BOOTS or wherever would realise this is a hideous amount asking for someone to pay in one lump sum.

Best thing to do is open dialect with someone, see if they can do this [alter the payments better], take their name and extension number and use them as your point of call for talking to

Hope this helps.

[Rave]

If the amount they've been taking by DD is less than the amount you signed the contract for then I guess they are entitled to the money. Asking for it all in one go is pretty unreasonable though and you should make sure they take the difference over a reasonable timeframe like a year. Check the contract and see what it says.

Rich :¬)

[CocoPops]

This is it, I possibly don't have the original paper work, coz it was a year ago!

But a DD is down to them to "pull" the money, not me to push it etc.

Gonna call em tomorrow, but I ain't gonna take this lying down. Why shold I fork out 220 quid just like that when they've had a year to work it out!!

[MAS]

Well yeah, just because they're entitled to the money doesnt make it alright. You should definitely have a word with them; surely anyone could see why you're annoyed?

[ajbrun]

Talk to them, and if they still really want the money, and if there's nothing you can do, see if they will take a little at a time. Possible ask if you can pay it over a year, so that would be an extra £18.25 a month, or maybe even two years to make it half that.

Whatever happens, tell us how it goes .

[CocoPops]

Thing is, I could afford 20/month no problem, I just don't see why I should fork out 220 in one hit because of their mistake.

So I'll start with the "Angry, how dare you line", then progress if necessary to "I can only afford a small amount a month, seeing as it's YOUR mistake"

[ajbrun]

That makes sense .

[TomWilko]

Thing is, I could afford 20/month no problem, I just don't see why I should fork out 220 in one hit because of their mistake.

So I'll start with the "Angry, how dare you line", then progress if necessary to "I can only afford a small amount a month, seeing as it's YOUR mistake"

I would avoid the getting angry line tbh. Having worked in Customer Service now for in different forms about 3 years of which the last year has been in two phone based roles i strongly advise you avoid getting angry straight away.

In the end it is not the representative you are talking to on behalf of BOOT'S fault the account has requested less than needed. To make everything work smoothly you need to work with the person not against them. They are going to be less helpful if they think your an idiot and just wants to avoid 'paying his £200 excess' [which they will btw when you phone up if you take the wrong attitude unfortunately.]

You need to explain from the outset you are more than willing to pay the charge, but you need an adequate plan from which to do it. They will more than likely have someway of adjusting your DD payments and then everyone is happy. Explain you didn't notice the account falling behind in payments and just be honest and polite. They can't do or say anything to a polite person willing to pay the charge and wanting to help themself.

[Big RICHARD]

Waffle.....

I agree. The customer service representative is not going to want to help you if you vent at them. They get that all day and it's the nice customers that get the service. Start off making it sound like a little bit of a sob story, they'll be much nicer to you!

[CocoPops]

---Update---

Called em up, they were surprised to hear from me.
Apparently they normally hear nothing, so just take the money.

So just for ringing, they offered me £90 "goodwill payment" and split the rest over 6/12 months etc.

Apparently they assume that you don't ring/email/pay etc and so just take the money.

The woman I spoke to kept saying it's my fault as I should have told them I was underpaying!!!

So I told her that the £15 matched my original paperwork, and all of a sudden her manner changed and she then seemed to say that the debt would be written off, but then all of a sudden she was called into a meeting, so took my number to call me back.

I shall await that call, but so far it's looking slightly better.

[CocoPops]

---Update---

Debt has been written off.

I owe Boots nothing

[Rob]

Nice one!

Good to know there still is such a thing as Customer Service.

[Stoo]

w00tage

[Skii]

Played Coco

overpriced 2nd rate Chemists tbh.