I've been a posting member a while but have name changed as potentially outing.
My rent of £100 per week goes out on a Friday to my housing association, the payment is taken by a separate company. Friday just gone the dd went twice, so instead of one £100 payment I paid two. I rang the HA and was told there had been an issue but was promised it would be back in the account on Friday. Nothing Friday, or today by 10am so I called again. This time I was told that the separate company has promised to have all duplicate payments back in by Tues eve. That's great, except that £100 duplicate payment they have is all I had to live on until I get paid again from work Friday. I explained this, and that I'm on emergency gas and electric, and that £100 was for that, food shop and bills, none of which can happen now until weds, if indeed it's back by then. We have enough food, though it maybe some inventive meals to come but when the gas/elec goes there's nothing to top it up with.
I thought due to the direct debit guarantee I was entitled to a full and immediate refund of anything like this?
I know some others affected and they've had theirs returned on Friday, and I realise that takes time but surely this is unacceptable? They have money they're not supposed to have and left me in a rubbish situation. Luckily there was enough to cover the duplicate payment so I don't have any bank charges but that's all they seemed bothered about, if I incurred charges I'd be refunded - no but you've left me and a child with literally nothing! I'll be walking to work later, and then home because I don't have the bus fare!
I tried calling the company (as suggested by HA) but they have a premium number which is not supported by my payg mobile bundle - so I can't even get in touch with them!
Who can I try to invoke the did guarantee?
Thanks in advance - sorry it's long!