For DebiCheck debit orders, consumers will receive a request from their bank to electronically approve the debit order information relating to the new contract entered into with a service provider. The bank can then verify the information every time before the DebiCheck debit order payment is processed to the consumer’s account. If the information matches, the DebiCheck debit order payment is processed. If not, the DebiCheck debit order collection is rejected. To understand the process better please refer to the video on the DebiCheck website homepage.

• Consumers don’t need to do anything for existing debit orders.

• For new DebiCheck debit orders, they will need to check and approve the new debit order information in the manner requested by their bank.

• Consumers should make sure that they recognise, and are comfortable with, the service provider, the collection/debit order date and the amount to be debited, before accepting any mandates.

• If consumers receive a request from their bank to either approve or decline a DebiCheck mandate but do not want to proceed with the debit order, then they should not ignore the request. If they want to change or terminate the contract, they should contact the company or service provider that they have taken the contract out with and request that the debit order be changed or cancelled. Banks won’t be able to assist with this as the contract is between the consumer and the service provider, and not with the bank.

• When consumers receive the DebiCheck approval message from their bank, they should approve or decline the DebiCheck debit order. The process has been simplified by the banks to make it easier for consumers to approve or decline the DebiCheck debit order and the banks provide a choice of various channels such as mobile banking, banking apps, internet banking, ATM or going into the branch.

Although not the only way, one of the primary means of contacting consumers to perform a DebiCheck approval will likely be through their cell phones. This is because consumers will initially need to approve their DebiCheck debit order on a once-off basis. For this to happen, their bank must have the correct cellphone number to contact them on.

The methods consumers can use to approve their DebiCheck debit order vary per bank, however, most banks offer the following approval options:
• USSD via your cellphone
• Using your bank card
• Your banking app
• Cellphone banking
• Internet banking
• Your bank’s ATM
• Visiting your bank’s branch.

The time allowed to approve the DebiCheck debit order mandate varies and will be explained to consumers by their service provider. It could be an immediate request that should be actioned within 120 seconds, or consumers could need to action it by the end of the day or the end of the next business day.

DebiCheck was designed by banks, according to the prescribed industry standards. The system is therefore secure. The consumer’s bank will communicate how they can securely electronically approve their DebiCheck debit orders. Consumers will therefore need to ensure that their bank has their updated cellphone number and contact details.

No, banks will never send consumers a link or ask that they provide their card PIN, password or personal details – Consumers should always keep these safe as a request like this may be a form of phishing (phishing is the practice of tricking people into revealing personal or confidential information by using deceptive email messages or websites, which can then be used illicitly). If consumers are worried, they should check with their bank.

It’s important for consumers to honour their debit order agreements as not doing so could have negative consequences – There may be a charge/penalty if a debit order is unpaid.

Consumers should follow these steps to avoid paying a penalty for missing a debit order payment for reasons such as having insufficient funds in their account:

• Ensure that there is money in their account to cover the amount of the debit order.

• Contact the service provider to make a payment arrangement other than what they have in place, according to the debit order mandate given; or

• Contact the service provider to cancel the debit order in the correct way, if they are unable or unwilling to pay the monthly account.

Consumers have the right to query any debit order collection that they believe was incorrectly debited against their account. However, not all disputes will result in a reversal.

It is recommended that consumers always first approach the service provider who has debited their account, as the agreement to collect funds from their account is between the consumer and the service provider. Only if this course of action has proved to be unsuccessful should the consumers approach their bank. They should engage their bank regarding their specific dispute conditions, including timelines around which reversals will take place.

A consumer is able to suspend a DebiCheck debit order with their bank, which means the debit order will not be processed to their account in future. They should still contact their service provider to confirm that they are cancelling the debit order as the service provider will be unable to collect funds from the consumer’s account for the service/product. Suspending the debit order with their bank does not cancel the contract that you have. This is something that would have to be done directly with the service provider or company.