A company called 'Complete Savings' are stealing money from my bank account

[Scoot75]

Has anybody heard of this company? I have never signed up to them but they've got my bank details somehow. They are taking money out of my bank account and I don't know what to do.

Their Customer Service said there is nothing they can do to help. I cannot afford this money. They have literally left me with £1.26 in my account this month until I get paid on the 17th.

Can anyone advise me please? Thanks.

What card are they taking it from? Is the card is linked to a bank account?

And in your first post you say this
They are taking money out of my bank account and I don't know what to do.

@TooMuchPaper yes, the card is linked to my bank account.

So is it one of those continuous card payments rather than a direct debit?

If so this is how to cancel it www.fca.org.uk/news/news-stories/continuous-payment-authorities-it-your-right-cancel

I would suggest you cancel it with your bank and at the same time write to the registered address of the company (recorded delivery) formally cancelling your subscription. And then start to look at how to recover the money.

There is more guidance here www.moneysavingexpert.com/banking/recurring-payments/ (good luck OP)

In summary - your bank are obliged to stop the payment if you instruct them to do so, and should not be telling you to go back to the supplier.

@Scoot75

I want to contact Kate Swann the Chair of Moonpig. I doubt she knows what is happening. Does anybody have any idea how I can contact her? Thanks.

www.ceoemail.com/s.php?id=ceo-10436

This any good to you?

As far as I can tell, this is the best one for Kate Swann [email protected]

You do also need to contact your bank!

[quote Scoot75]@CaptSkippy I've just heard back from Moonpig. They said if I don't like it, then I can take it up with Complete Savers. Given that customers are giving their credit card details to Moonpig and NOT Complete Savers, then surely Moonpig are responsible?[/quote]
Since they are responding , ask how they obtained your consent to share your bank card details with consideration valid consent as defined in article 4(11) of the GDPR and remind them they are obligated to report a breach to the ICO without delay and within 72 hours of discovery.

I'm sure I'm not the only person reading this thread who won't be using Moonpig unless they change this approach.

Just cancel the continuous payment with your bank?

@Inspectorslack

Just cancel the continuous payment with your bank?

That's the first step. But the OP then needs to get £195 back too.

I don't know who else collaborates with such a shady process, but this is a really bad look for Moonpig.

Have they taken the £195 in one go op?

It gets worse. It turns out I am signed up for TWO of these stupid schemes, so they've actually tricked me TWICE.

And I would like to know this: if you give your card details to a company online (eg Moonpig), then get referred to another company (eg Complete Saver) who sign you up without asking for your card details, then where are they getting them from? Obviously the first company. So Moonpig are incorrect when they say Complete Saver are not getting the card details from them. They have to be.

Really bad - definitely puts me off using them. A PP said there was one website with the option ticked which you have to untick - that’s just appalling

We should be naming and shaming all companies associated with this practice.

OP have moonpig explicitly denied passing on payment details?

I would assume that when you sign up for Complete Savings then you authorise the company to pass over your bank details.

This is the Moonpig Privacy Notice:

www.moonpig.com/uk/privacy-notice/

You'll see there is a section (which they are relying on here):

Links to third party sites

Our Site may, from time to time, contain links to the websites of third parties. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for those websites or their policies.

However, if you did not directly give this company your information, then Moonpig has passed it to them. This is a very blurry area in data governance as there may be some tiny T&Cs somewhere that enable this, but it's not a good way to treat your customers, and won't benefit either company reputationally.

I would raise this with someone like Martin Lewis - it’s awful behaviour

Iceland have this after you checkout it says do you want save £15.76 off your next shop with tiny X to get rid. But I imagine if
You do click to read more before discovering it’s a scheme it’s to late and already clicked without realising. The accept should be after terms and conditions not before! Thanks for heads up also use moonpig will check account.

Thanks for this thread. I bought something from Moonpig the other day and got that pop up saying save XXX on your next purchase. I assumed it was a typical Moonpig discount offer so I clicked on it but went no further when I realised it wasn't.

I've just put my email address into complete savings and requested a password reset, on assumption that if they have my details I'll get one, and I'll be keeping a close eye on my bank account.

I'm not a UK resident with a UK bank account either thankfully, so fingers crossed if I have been stung I'll be able to get it resolved quickly as it'll go against their own T&Cs. Hopefully you will too OP.

I have come across a number of these schemes, in respectable places you would not expect. One was on my train company's site (Greater Anglia). It had a very small box at the end of the sales process saying click here to continue (and then in much smaller letters to join this payment scheme). I complained and got my money back, but its still on their site. Takes out #15 a month. Someone elderly or vulnerable might not notice.

Complete Savings have terrible Trustpilot reviews.

I won't be using Moonpig again now that I've seen this.