First Data issues - Anyone else having these?

[Chris Taylor uk]

Does anyone else have issues with first data going back on their work, one department not knowing what the hell the others are doing and just being a general shambles of an organisation that live unto their own rules?

Holding merchant accounts, then releasing them only to hold them again. Terrible communication, thievery and incompetence are just the start of my issues.

Anyone else had a similar experience with them?

 

[Bainzee]

Unfortunately, this is becoming regular practice with merchant account providers. I personally think the industry needs much tighter regulation.

 

[BusterBloodvessel]

YES!

Absolute waste of space of a company. We set up recently with them to take card payments. We asked to be able to take payments over the phone - they refused this but then said we could have a terminal in store which we accepted.

I then noticed two direct debits on our account. Questioned why and they didn’t know? Said they’d look into it but heard nothing back.

We then took over £500 of payments through the terminal and got zilch hitting our bank. Questioning it they said the terminal hadn’t been set up properly and to cut a long story short no customer had actually been charged for these transactions! They tried to claim this was our fault and refused to pay the money.

They then started to take 2 lots of direct debit payments and it transpired that they HAD set up an account enabled to take phone transactions, then a SECOND account for shop transactions only!

Further to this we started getting ridiculous direct debits for add ons that we never agreed to - some sort of “partner scheme” that gave us discounts in retailers, plus a payment insurance, plus a couple of other supposed other extras that we NEVER agreed to or were made aware of. Then told us we were on a 5 year contract (we agreed 3) and exorbitant charges for replacement till rolls that they sent (not at our request). In phoning them numerous times about this we amassed over £70 in call charges to their premium rate number.

In all fairness we did eventually get everything refunded including the biggie of over £500 of transactions that they took responsibility for. However they were an absolute shambles from start to finish and there is no way we will be continuing with them at the end of our contract.

My advice...AVOID!

 

[Mr D]

The moment I saw 'First Data' in the title I figured 'trouble'.

Was dealing with them for way too long and their service was poor.

 

[Noah]

I then noticed two direct debits on our account. [...] They then started to take 2 lots of direct debit payments

On a more general point, this is why I refuse any Direct Debit arrangements; this mechanism needs MUCH stronger regulation before I will consider trusting it.

An immediate need is rules to stop businesses offering financial incentives to make Direct Debit arrangements. Yes, they can help business efficiency, but they are frequently abused and the ramifications can be horrendous.

 

[Mark T Jones]

On a more general point, this is why I refuse any Direct Debit arrangements; this mechanism needs MUCH stronger regulation before I will consider trusting it.

An immediate need is rules to stop businesses offering financial incentives to make Direct Debit arrangements. Yes, they can help business efficiency, but they are frequently abused and the ramifications can be horrendous.

The direct debit guarantee is a reasonably strong tool for the customer

 

[Noah]

The direct debit guarantee is a reasonably strong tool for the customer

Weasel words : "If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society"

The abuser effectively decides "if an error is made" and what constitutes "immediate" - given the well-documented incompetence of many large businesses, this is no reassurance at all.

We had two water bills in the last year that were 500% higher than they should have been; it took 6 months and ridiculous time and effort on our part to even get the problem acknowledged. The second invoice was issued 3 months after the first with the same level of error!

If we had a DD arrangement (as the water co. wanted), things would have been very ugly. I have no confidence at all that the "error" would have been corrected "immediately" - how would a DD arrangement fix their pervasive incompetence and customer service failings?

 

[Mark T Jones]

Weasel words : "If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society"

The abuser effectively decides "if an error is made" and what constitutes "immediate" - given the well-documented incompetence of many large businesses, this is no reassurance at all.

We had two water bills in the last year that were 500% higher than they should have been; it took 6 months and ridiculous time and effort on our part to even get the problem acknowledged. The second invoice was issued 3 months after the first with the same level of error!

If we had a DD arrangement (as the water co. wanted), things would have been very ugly. I have no confidence at all that the "error" would have been corrected "immediately" - how would a DD arrangement fix their pervasive incompetence and customer service failings?

I’ve used it a few times. The bank has been very prompt in returning money whilst the issue is resolved
It doesn’t cure incompetence but at least you aren’t out of pocket

 

[Noah]

I’ve used it a few times. The bank has been very prompt in returning money whilst the issue is resolved
It doesn’t cure incompetence but at least you aren’t out of pocket

Good to hear you have had a positive response; in the past (and admittedly my memory is hazy) I recall the bank being reluctant to accept the request to return funds purely on my claim.

Related question : is there an active process to analyse the number of bad DD payments and sanction businesses that do this too frequently? i.e. are there any consequences for repeated abuse of DD arrangements?

 

[Mr D]

Good to hear you have had a positive response; in the past (and admittedly my memory is hazy) I recall the bank being reluctant to accept the request to return funds purely on my claim.

Related question : is there an active process to analyse the number of bad DD payments and sanction businesses that do this too frequently? i.e. are there any consequences for repeated abuse of DD arrangements?

Haven't heard of an active process.
Over the years I've had to use DD guarantee many times. Its got to the stage now where I won't do a DD with a debt collection company.
You can use the DD guarantee if we get things wrong they claim, yes after they have caused things to bounce by stealing the mortgage money to pay their client.
So debt collection I'll do standing order or bank transfer payment, much to the annoyance of certain companies.

Funny you should mention water bills. While my bills have been fine over the years the DD has varied considerably. £43 a month payment due and they take anything from correct amount to several times that much and anywhere in between.
DD guarantee used and a fight to have bank charges refunded by water board.

 

[Noah]

Does anyone else have issues with first data going back on their work, one department not knowing what the hell the others are doing and just being a general shambles of an organisation that live unto their own rules?

Holding merchant accounts, then releasing them only to hold them again. Terrible communication, thievery and incompetence are just the start of my issues.

Anyone else had a similar experience with them?

I apologise for diverting this thread - I will not continue with the off-track DD discussion here.

 

[JandJC]

YES!

Absolute waste of space of a company. We set up recently with them to take card payments. We asked to be able to take payments over the phone - they refused this but then said we could have a terminal in store which we accepted.

I then noticed two direct debits on our account. Questioned why and they didn’t know? Said they’d look into it but heard nothing back.

We then took over £500 of payments through the terminal and got zilch hitting our bank. Questioning it they said the terminal hadn’t been set up properly and to cut a long story short no customer had actually been charged for these transactions! They tried to claim this was our fault and refused to pay the money.

They then started to take 2 lots of direct debit payments and it transpired that they HAD set up an account enabled to take phone transactions, then a SECOND account for shop transactions only!

Further to this we started getting ridiculous direct debits for add ons that we never agreed to - some sort of “partner scheme” that gave us discounts in retailers, plus a payment insurance, plus a couple of other supposed other extras that we NEVER agreed to or were made aware of. Then told us we were on a 5 year contract (we agreed 3) and exorbitant charges for replacement till rolls that they sent (not at our request). In phoning them numerous times about this we amassed over £70 in call charges to their premium rate number.

In all fairness we did eventually get everything refunded including the biggie of over £500 of transactions that they took responsibility for. However they were an absolute shambles from start to finish and there is no way we will be continuing with them at the end of our contract.

My advice...AVOID!

What an ordeal, just to let you know even on a 5 year contract you have the right to terminate on the 18th Month, I know you'll be exposed to excess charge and contract buyout rate but if required I can give you further advice if you needed in the future.