topic Re: Can’t setup direct debit in My Account/Billing

Can’t setup direct debit

Fergin — Sun, 06 Aug 2023 20:15:19 GMT

I’ve tried twice to set this up and each time my payment fails, I’ve never had an issue with any other direct debit and I can’t even double check my details as Plusnet only let you change it after so many working days, I’ve made payment by alternate means but don’t want to be doing this every month has anyone had this issue and resolved it, any help appreciated

Fergin

Re: Can’t setup direct debit

Total_Chaos — Mon, 07 Aug 2023 12:04:32 GMT

Was your bank able to authenticate Plusnet's bank account? I came across something similar with a credit card?

Re: Can’t setup direct debit

Fergin — Mon, 07 Aug 2023 12:28:56 GMT

i have no idea, the charge showed on the account then went, I’ve never had any issue with any billing ever and then this, starting to regret switching to plusnet

Fergin

Re: Can’t setup direct debit

willcutforth — Wed, 09 Aug 2023 08:52:41 GMT

Hey there @Fergin silly question but is this for the Broadband or mobile? Two different systems you see!

Re: Can’t setup direct debit

Fergin — Wed, 09 Aug 2023 10:13:43 GMT

Broadband, but how is that reply helpful?

Re: Can’t setup direct debit

MisterW — Wed, 09 Aug 2023 10:29:17 GMT

@Fergin the billing systems for mobile and broadband are completely separate. Knowing which service it is, enables Will to know which system to look at to identify what the problem may be

Re: Can’t setup direct debit

willcutforth — Wed, 09 Aug 2023 11:46:05 GMT

Exactly what @MisterW said and what I said in my previous reply. They are two different systems.

I think you will need to try with another bank account and see if it works with that because there should be no reason why it wouldn't accept it. From our side it just said the bank didn't accept the DD

Re: Can’t setup direct debit

MisterW — Wed, 09 Aug 2023 11:56:33 GMT

@willcutforth is there no AUDDIS code with the rejection ?

2) AUDDIS (Automated Direct Debit Instruction Service)

Issued if there is a problem setting up the debit instructions at the donors bank. Notification time varies as it is dependent upon a cancellation request.

Reject/Return Code	Reason
1	Instruction cancelled by payer
2	Payer deceased
3	Instruction transferred to another bank/building society
5	No Account
6	No Instruction
7	DDI amount not zero
B	Account Closed
C	Account/Instruction transferred to a different branch of the bank/building society
F	Invalid account type
G	Bank will not accept Direct Debits on account
H	Instruction Expired
I	Payer reference is not unique
K	Instruction cancelled by bank
L	Incorrect payer's account details
M	Transaction code/User status incompatible
N	Transaction disallowed at payer's branch
O	Invalid Reference
P	Payer's name not present
Q	Service User name blank

Re: Can’t setup direct debit

Gandalf — Wed, 09 Aug 2023 13:40:12 GMT

Hi @Fergin

Looking into this, the latest direct debit notification failure was actually on the back of the first direct debit payment failing, and the re-submitted direct debit instruction is now showing as active in our systems.

I'd see what happens when your next payment's due and fingers crossed it's taken automatically. If it fails for the same reason again, then I agree with Will and it could be best trying with a different bank, if possible.