topic Re: Payment issue in My Account/Billing

Payment issue

Louise6 — Fri, 29 Jul 2022 11:15:47 GMT

I have paid my outstanding bill this morning the money has left my account but the bill is still showing as outstanding I have taken a screenshot too prove this but can’t seem too attach.

Re: Payment issue

dvorak — Fri, 29 Jul 2022 11:22:11 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Payment issue

Gandalf — Mon, 01 Aug 2022 11:03:01 GMT

Are you able to call your bank to check the status of the payment their side as it may be in a pending state?

Re: Payment issue

Louise6 — Mon, 01 Aug 2022 11:05:45 GMT

The payment is in pending status but normally when I pay my bill it clears outstanding amount on my account immediately it is still showing the bill is owed with one day to go before I am restricted I can’t afford too pay this again I have no idea what is going on.

Re: Payment issue

Gandalf — Mon, 01 Aug 2022 11:13:38 GMT

Ah okay. If the payment's been pending since Friday then it's likely not going to come through to us for one reason or another. Have you tried calling your bank to check what's happened with it?

Re: Payment issue

Louise6 — Mon, 01 Aug 2022 11:15:23 GMT

Yes they say if it is not claimed it will bounce back too my account but that’s not really much help too me as it can take upto a week.

Re: Payment issue

Gandalf — Mon, 01 Aug 2022 11:33:18 GMT

Do you have family or friends who could possibly try paying again on your behalf in the meantime?

Re: Payment issue

Louise6 — Mon, 01 Aug 2022 12:28:26 GMT

Unfortunately no my parents and my partners mother only have their pensions I wouldn’t dream of asking them we are all on tight budgets as is everyone else.

Re: Payment issue

Gandalf — Mon, 01 Aug 2022 13:10:43 GMT

OK no problem, that makes sense.

I've discussed with a colleague and I'll check back tomorrow to remove any restrictions we may automatically place which should allow some time for the money to bounce back into your bank account, so you can try the payment again.

Re: Payment issue

Louise6 — Mon, 01 Aug 2022 13:39:26 GMT

Thank you for your help

Re: Payment issue

Gandalf — Mon, 01 Aug 2022 13:44:20 GMT

No problem Louise

Re: Payment issue

Louise6 — Tue, 02 Aug 2022 07:18:13 GMT

Good morning I have checked my bank and the payment is still sat in pending. Restrictions have been placed on my account so if they could be removed now as you said until the payment comes back I would be grateful. Thank you.

Re: Payment issue

Gandalf — Tue, 02 Aug 2022 07:23:30 GMT

Hi Louise,

My colleague's not yet in the office to remove the restrictions but once they are from 9am I'll get him on the case for you.

Re: Payment issue

Louise6 — Tue, 02 Aug 2022 08:10:16 GMT

Thank you.

Re: Payment issue

Gandalf — Tue, 02 Aug 2022 09:11:36 GMT

We're having issues doing this as the system's not playing ball, so I've raised a NetOps task to investigate further.

Really sorry for the delay, as soon as I know more I'll let you know either today or tomorrow.

Re: Payment issue

Gandalf — Wed, 03 Aug 2022 14:04:07 GMT

Hi Louise,

My colleague in the NetOps team has manually removed the failed payment restriction from a backend system. Your account will still show as in failed payment though, but you should be able to get online now at least.

Can you let me know if that's worked?

Re: Payment issue

Louise6 — Wed, 03 Aug 2022 14:05:53 GMT

Thank you not home at the moment but will let you know once I am.

Re: Payment issue

Gandalf — Wed, 03 Aug 2022 14:07:20 GMT

Sounds good and fingers crossed!

Re: Payment issue

Louise6 — Wed, 03 Aug 2022 14:39:41 GMT

I’m home and can confirm it is working thank you for your help and as soon as the payment bounces back I will pay again

Re: Payment issue

Gandalf — Wed, 03 Aug 2022 14:47:48 GMT

Awesome, I'm glad to see that! No problem, let me know if there's anything else you'd need help with.