topic Your Direct Debit has been cancelled in My Account/Billing

Your Direct Debit has been cancelled

dws1900 — Fri, 03 Feb 2023 07:35:00 GMT

Having spent time replying to support, and the email bounced, regrettably I have to resort to going public.

Dear Plusnet

Don't Panic, there is a very simple explanation for this.

We moved our bank!!, and this resulted in two direct debits.

The one deleted which would have triggered Plusnets panic attack, made its last payment in November 2022

while the current one made a payment in January 2023 and December 2022

Clearly whoever did the analysis for Plusnet's billing system (don't mention the past screwups Dave) clearly did not

understand that customers may commit the heinous crime of moving bank accounts!!

So there we are, details on the Plusnet Billing page for the direct debit concur with our bank account, a list of the last three payments from Plusnet’s web page follow.

As Plusnet will no doubt be raising the price we pay for SuperSlow Broadband, perhaps Plusnet can spend

some of it on ensuring the billing service works correctly.

Period

Date	Amount
26/01/2023	£24.59
28/12/2022	£24.59
28/11/2022	£26.76

Re: Your Direct Debit has been cancelled

adamwalker — Sat, 04 Feb 2023 16:48:38 GMT

Hi there! I'm not sure why it took our automation so long to pick up on that and send the message through. I can see the new direct debit shows as active so there shouldn't be any issues.

Re: Your Direct Debit has been cancelled

dws1900 — Sun, 05 Feb 2023 18:39:19 GMT

I don't quite comprehend your reply.

In November 2022 we moved our current account to a new bank.

All the direct debits were transferred across.

A few days ago we audited our new account, and saw the old PN direct debit.

This DD should have been terminated as part of the transfer.

PN is the only organisation that had this issue, no issues with rates, water, energy or tv tax.

Why is this?

Re: Your Direct Debit has been cancelled

adamwalker — Sun, 05 Feb 2023 18:44:55 GMT

I'm unsure of the reason but sometimes our billing system won't recognise a change of account via the switching service. If I were you I'd cancel that off and set up a new mandate with your new account details.

Re: Your Direct Debit has been cancelled

dws1900 — Sun, 05 Feb 2023 18:57:16 GMT

To clarify, the old DD which should have been terminated in November 2022, has been removed. A new DD WAS setup automatically as a result of the transfer, and has been used since December 2022. No further action is required by either party.

Let me be clear about our policy regarding financial dealings, when we issue an instruction we expect it to be carried out to the letter.

Failure to comply will always initiate a complaint, investigation, demand for compensation, refer to the ombudsman and probable legal action.

We only accept written conversations for legal reasons.

Clearly there is an issue and your reply does not engender confidence.