Thanks for the replies - Its was a Visa Debit Im just confused how the banks are saying I need to claim back from the insurer, the insurer is saying visa, and Visa are saying RBS - Literally a complete circle of mixed communication

Right, something very interesting to give you folks (well I find it interesting anyway) I paid for a car insurance policy a full year upfront I paid using my RBS card but I closed the account on 06-02-12, I then cancelled my car insurance and got a refund on the 26/02/12 (the insurance provider insisted on trying to refund to the bank card, although the account didn't exists they had to do it for money laundering purposes) which I understand as I work for the company that gave the refund The bank accepted the refund and didn't bounce it back, so I approach the bank where the branch tried to locate the funds and got back saying I needed to speak to the insurers instead I spoke to the insurers who then told me to speak to the bank (tossing and throwing between the two and tearing my hair out as you can imagine) The Insurers also advised me to speak to Visa directly as they would most likely have the money and not RBS, so I spoke to Visa who confirmed they did provide my card but they have no access to funds etc, and that its my banking institute who should help me I then put a complaint in to the bank and got a final written response a few days ago saying they cant do anything and that I again have to speak to my insurers So, I complained against the company I work for and also now have a final written response saying the bank accepted the funds and also been provided with a refund receipt from the insurer Who has my money and how can I get it back? Its been 2 months now and I am still out of pocket £500

105 views, no help yet? Anyone able to give any advice at all?

Right, something very interesting to give you folks (well I find it interesting anyway) I paid for a car insurance policy a full year upfront I paid using my RBS card but I closed the account on 06-02-12, I then cancelled my car insurance and got a refund on the 26/02/12 (the insurance provider insisted on trying to refund to the bank card, although the account didn't exists they had to do it for money laundering purposes) which I understand as I work for the company that gave the refund The bank accepted the refund and didn't bounce it back, so I approach the bank where the branch tried to locate the funds and got back saying I needed to speak to the insurers instead I spoke to the insurers who then told me to speak to the bank (tossing and throwing between the two and tearing my hair out as you can imagine) The Insurers also advised me to speak to Visa directly as they would most likely have the money and not RBS, so I spoke to Visa who confirmed they did provide my card but they have no access to funds etc, and that its my banking institute who should help me I then put a complaint in to the bank and got a final written response a few days ago saying they cant do anything and that I again have to speak to my insurers So, I complained against the company I work for and also now have a final written response saying the bank accepted the funds and also been provided with a refund receipt from the insurer Who has my money and how can I get it back? Its been 2 months now and I am still out of pocket £500

I did hit deadlock with them, then went to the Ombudsman who then ordered UW to pay 100 compensation, the 100 compensation was not sent to me but was just deducted from the outstanding debt UW charged 350 per meter installed (they installed 2) plus the debt and court cost brought a 150 debt to over 1000 - this is why I feel so bitter about this company (I had tried to setup a payment plan, all i asked for was my bills which they never EVER sent me) I have since received them but initially refused to pay bills for something I dont know I was using, I didnt have any bills telling me the amount of units i was using etc.

Yeah I have it in writting, basically saying that an outstanding debt with a utility company prevents me from leaving.I did check on the direct.gov.uk website and it said the same on there tooI would never recommend this company to anyone, and the sooner I can leave the happier I would be

Yeah still with them - I tried to leave but they sent me a letter saying I cant leave until the debt is paid - is this correct?

Thank you so much for the above reply - I didnt realise you had replied so sorry for the delayed response. Just a follow up to my situation and some more advice is needed. I decided to escalate my complaint with UW but didn't get anywhere, I then decided to go further and involve the Ombudsman - I received a reply from the Obudsman who confirmed that the level of service received was way below standard and ordered UW to send me a written apology and 100 compensation I decided to accept this as a final decision in the outcome and the Ombudsman then told UW to send me the apology and compensation - UW did not reply to the Ombudsman so the have written to me asking me to sign a remedy form in the next 28 days should I not receive a cheque for the compensation. However, this morning I received yet another demand for payment from UW (why I dont know, the debt it meant to be on the pre-payment meters) But on the bill I noticed they have just credited the compensation to my account and deducted it from the debt - I feel this as a wrong doing, they were ordered to pay compensation, not ordered to add a credit to the account Can UW do this? Hope to hear from you soon.

Thanks Hateyes, I can see you point - but the bank has said non of this to me though, they have simply told me to speak to the PDL company and ask them to refund me, which they wont (the loan was only 150, ended up paying 736 back, GULP!)

Yeah they definitely gave me the money back because i got access to it and withdrew it all aswell The PDL Company does have the clause in its T&C which in a way is very sneaky My argument at the moment is with the bank I think, I feel they should not have authorised a transaction after the card was cancelled and when its a basic account that dont allow the account to go overdrawn without sufficient funds

Thanks for the help so far.... Sorry for the late reply - The payday company is called CashGenie, turns out I owed them money going back to the beginning of 2010 Looks like I have applied for a payday loan recently on paydayiseveryday and they are also the same company as cash genie and have then used the card details to take any money owed from 2010 As mentioned the fundes were originally in the account and were reserved by Halifax, the bank listened to me when I told them i didnt authorise the transaction and reversed it, at the same time i cancelled my card CashGenie then tried to apply for the funds again but this time no money was in there, AND the bank card was cancelled so really cannot see how the bank can authorise the second attempt

Thanks for getting back to me guys - I will look to start with their complaints procedure I just thinks its a complete cheek to suddenly allow me to go overdrawn on an account they don't allow that service on then Just checked their website and it says: You won't be able to: Earn interest when your account is in credit Have an overdraft or chequebook Use a branch counter to pay in money, withdraw less than £300 or make a routine enquiry.

I have a feeling i do owe it - not sure how they got my new bank card details - but whats confusing is its basically impossible to go over drawn on my account (unless a direct debit bounces) These took the money using full card details - how can the bank allow the account to go into the Red

I have a BASIC bank account with Halifax that stops me from going over drawn etc. I got paid last month and when I checked my account I noticed 700 was pending to be taken from my account - I phoned the bank immediately and the bank said a pay-day company was trying to take the money out of the account. I told the bank that I didn't authorise the transaction so the bank cancelled the authorisation and gave the money back to me immediately, I then cancelled my card to stop the pay-day company trying to call for the money again. I went to the bank and withdrew all my cash because my card was cancelled so needed money to pay the rent & bills etc. A few days later I noticed my account had -647 on my balance. I spoke to the bank and they said the pay-day loan company had tried to take the money again so the bank had to honour it. How the hell does that work, there is no money in the bank to take, its a basic account so dont have the facility for this to happen - yet the bank did Is the bank allowed to do this? Thanks in advance

Can someone read my emails to Utility Warehouse over the past 2 days - I strongly feel they have not helped me repay the debt on the account although I did actively try. Here are the recent emails from their complaints department:- On Mon, Jun 6, 2011 at 5:07 PM, Energy Escalations wrote: I am emailing in relation to your email complaining about the handling of the debt on the above account. I apologise for the distress and inconvenience caused by this and below is a reply to the points raised. I have listened to the calls from the time when a payment plan was discussed. Miss Rossiter spoke with Melodi on 24/03/2011, made a card payment of £47.39 and provided bank details for a payment plan. Melodi confirmed the details of the payment plan and passed the call to Lisa working for the debt company to arrange this. However, when Lisa advised Miss Rossiter that an initial payment would have to be made at that time to arrange the payment plan Miss Rossiter refused. The only refusal by Lisa was to hold the account until 23/04/2011 for a payment plan to be arranged then. Due to the inconsistent payments on your account this is why a hold was refused. The bank details that were provided to Melodi were saved on the account. Therefore, as you referred to in your email, the April invoice of £69.07 was taken from that account. Miss Rossiter should have been advised that the direct debit would be used for ongoing invoices and I apologise that she wasn't. Also I am sorry that this caused you problems with transport back from work. However, we sent the letter you refer to confirming the direct debit and sent the April invoice to allow time for you to dispute or cancel this. These are the main points raised in your complaint and I hope I have provided a suitable explanation for these. If you require any further assistance or would like to raise and further points please don't hesitate to reply to this email or call 0844 815 7777. Regards, My Reply to his email:- Firstly I want to thank you for such a prompt reply - So thank you Having read your email there is some things that I disagree with being:- You mentioned inconsistent payment on my account - Yet on that call on 24/03/11 we called you to make a payment of £47.39 and also set-up a payment plan to gradually pay off our debt, this was the first time we had ever discussed the arrears on this account and strongly feel benefit of the doubt should have been given to see if we did honour our promise to repay on the payment plan So in that call not only did we make an initial payment of £47.39 but we also offered to set-up a payment plan which was rejected on the basis that we were not reliable? Should we have not had the intention to pay wouldn't we have not called you in the first place to discuss the payment plan? Surely this makes our case stronger on the pretence that we were trying, and also willing to catch up on the payments but no help offered from you other than a rejection? I've not heard of a company turning down money before so fail to see why the big fuss of not being straight forward and just taking the payment plan on the same date that was agreed with Melodi You also mention that you sent us a letter confirming the Direct Debit Again this is something that we agree with - we certainly did receive that letter. However, seeing as we discussed payment plans on that call and the Direct Debit details handed over for that purpose then once the letter was received we had assumed you had since agreed to take the payment plan on the dates as discussed. It then came to light what you have actually gone and taken the standard monthly bill rather than any payment plan at all You have now since passed my file to Power2Contact who gained access to my house and fitted pre-payment meters and charged us £350 EACH for these boxes, plus court costs and the original debt - Now this debt is over £1000 because you wanted a £23 payment on that day rather than a Direct Debit being set-up and my account being brought out of arrears, This is something that I wont just let go of, and now personally feel very bitter about such a company that refused to help a customer who actively made contact with you, made a payment, and volunteered a payment plan I look forward to receiving a reply to my email that will hopefully have a solution to the dreadful way in which we have been dealt with Regards Please give me some advice on this - surely we have been unfairly treated somewhere - Its been worked out that Dec, Jan, Feb payments were missed and we called in March to make a payment and setup a repayment which they refused to setup with us

Im gutted and fuming - has caused a lot of stress on my relationship today, hope well be OK. It wasnt i didnt listen to your advice mate, i just didnt log onto the site to see any feed back from anyone. I have involved Ofgem as of today so hopefully something will work - im so in shock i dont know what to say

Hi DX sorry for not getting back to you I didnt receive any emails to say there was replies etc on the forum, and been busy to check Had a call in work earlier and had to rush home because there was people trying to get access to my house - Yup you guessed it, they did goto court and got the warrant for access to put a pre-meter in, lega costs ext are now 1000 so i have no idea how we are going to be able to live. I mean we did try to pay the utility company but they made everything so hard and this has all come about I am completely fuming

anyone read the letter - any advice would help thanks

OK, below is the letter they have sent me - Hopefully you can see it... .. I guess there is nothing to be worried about? Thanks in advance Please click on the PDF attachment 100_0262.pdf

Really? They jave mentioned a court date on 6th JuneI have not seen the letter yet my partner has it - Ill try shed more light on it when I see the letter later

Sorry for such a long post - there should be paragraphs amonst my post but they have not shown for some reason

My partner has not been paying the electric and gas bills so know we owe £280 to them We called them last month to setup a direct debit to start taking payments this month but they told us they wouldnt setup a direct debit unless we made an initial payment there and then. We told them we couldnt afford to but was still happy to setup the direct debit with them to start taking payments, we wanted the first payment to be taken 23rd April - But they refused to set this up because we wouldnt pay anything of there and then A few days later a letter came in the post from them saying 'Thank you for setting up a direct debit' - I thought they must have decided to set it up and take the payments (althought they told us they wouldnt set nothing up) Then last week they took £79 from my partners account - a little annoyed as we had originally asked to pay £23 per month (but as mentioned they refused this. We didnt phone them because £79 less on future bills - but today we got a letter from power2contact saying they will be looking to gain access to the house on 6th June to disconnect the electric Can they even do this? Can they pass this to power2contact seeing as we DID pay them £79 only last week and are showing interest that we are paying them back? Please give us some advice Thanks in advance

Just an update on this guys 24ace.co.uk have replied to my email twice today - The first asking how much I want my limit lowered by (I replied to notify them of how low I wanted it) The second reply was them saying they will put a block on the account to prevent me making further orders So at least they are actively trying to help Thanks again all

Thanks everyone - I have just emailed the company again and referred them to: http://www.oft.gov.uk/shared_oft/consultations/oft1107con.pdf This will hopefully get them in gear. This forum is so helpful - Thanks all

Ive had my account with just over a year now but want to pay it off - Every time i make a payment they increase my credit limit by £50 (god knows why). This forever increasing limit they are giving me is making me want to make large orders. I asked them to decrease my limit and they said they don thave a facaility to decrease and can only increase. with all this in mind I have it all in writing from them too