topic Re: Need to update credit card details in My Account/Billing

Need to update credit card details

jimmy19856 — Wed, 22 Sep 2021 12:02:16 GMT

Hi, I would greatly appreciate if someone could delete my current credit card details so that I can update with a new card. Thanks

Re: Need to update credit card details

TheMightyAJ — Wed, 22 Sep 2021 12:41:41 GMT

Hey @jimmy19856,

Is this in regards to a Mobile or Home Phone & Broadband account?

Re: Need to update credit card details

jimmy19856 — Wed, 22 Sep 2021 12:50:39 GMT

Hi @TheMightyAJ , this is for my Broadband account.

Re: Need to update credit card details

TheMightyAJ — Wed, 22 Sep 2021 13:02:38 GMT

Thanks for confirming this @jimmy19856. We have a video guide on how you can update your payment card details online, here.

Re: Need to update credit card details

jimmy19856 — Wed, 22 Sep 2021 19:24:47 GMT

I've updated my details but what normally happens is the payment will fail on the due date and I will need to get someone at Plusnet to delete my card details so I can enter a new card. I don't think this glitch was ever fixed.

Re: Need to update credit card details

Gandalf — Thu, 23 Sep 2021 08:28:56 GMT

Thanks for getting back to us @jimmy19856

Aye sadly that's still an issue we're aware of.

Due to the way our systems work, if we can't take a payment through stored card details for one reason or another then we'd manually remove the card on your bill date, so the payment would then fail, if we don't do that then the failed payment basically never generates an outstanding balance in our systems.

You'd then be able to make a one-off payment then re-add card details for future ongoing payments.

In this case though the payment hadn't failed and all you wanted to do is update your card details you can do normally.

Re: Need to update credit card details

jimmy19856 — Thu, 23 Sep 2021 11:38:40 GMT

Hi @Gandalf ,

Unfortunately when the payment fails then I get my internet restricted almost immediately, making it impossible to make payments. I end up having to get someone outside my house to login and make the payment.

It just saves a lot of hassle if someone deletes my card details so that I can enter new details as it is the only method that seems to work.

Re: Need to update credit card details

Gandalf — Thu, 23 Sep 2021 11:53:48 GMT

Hi @jimmy19856

I'm sorry for the issues you get when the payment fails.

Ideally you should be able to bypass the failed payment interruptions as you should see a payment reminder on your screen when you try to browse, but we're aware this doesn't always happen and sometimes you just get a redirect error.

Have you thought about setting up a direct debit? Things will run a lot smoother with one in place.

I don't see the benefit of deleting your card details now though as you've already updated them?

Re: Need to update credit card details

jimmy19856 — Thu, 23 Sep 2021 12:28:18 GMT

Hi @Gandalf ,

Yes I've updated the card details but if that glitch is still unresolved then on the 15th it will ignore the new card and try to take payment from the old card or something, resulting in a failed payment.

Ideally for peace of mind I would like the payment method reminder email that is sent when card details are manually deleted so I can set it up that way.

My bank account flunctuates a lot so direct debit is not really possible for me.

Re: Need to update credit card details

Gandalf — Thu, 23 Sep 2021 12:36:23 GMT

Hi @jimmy19856

Ah thanks for the clarification.

I've removed your card details now. Can you re-add them?

Re: Need to update credit card details

jimmy19856 — Thu, 23 Sep 2021 13:10:16 GMT

Yes I've now re-added the details, thanks @Gandalf

There was a stage when it asked for an OTP and said that £1.01 would be sent to Plusnet. Will that be refunded?

Re: Need to update credit card details

Gandalf — Thu, 23 Sep 2021 13:13:10 GMT

No problem @jimmy19856

I can't see the payment our side but feel free to private message me if you see it on your card and I'll take a closer look.