topic Re: failed direct debit payment in My Account/Billing

failed direct debit payment

Smokey13 — Tue, 13 May 2025 08:25:52 GMT

hello,

I got an email today saying the payment was not received so could a member of staff please try to take payment again and let me know what happens?

I'm disabled so require the internet to deal with my benefits/shopping...ect so I'm just trying to sort this out ASAP.

thanks

Re: failed direct debit payment

Marsh — Tue, 13 May 2025 14:32:06 GMT

Hey @Smokey13, thanks for taking my call today.

As mentioned, I have resubmitted the request for our system to take the payment. I will keep an eye on your account to ensure it goes through.

Re: failed direct debit payment

Smokey13 — Tue, 13 May 2025 15:43:01 GMT

hi,

I probably should of mentioned I'm telephobic so don't really do phone calls, hope I was understandable.

anyway I just got an email saying the direct debit request has been resubmitted and payment will be taken on or after the 20th May.

thanks again

Re: failed direct debit payment

Smokey13 — Tue, 20 May 2025 13:47:25 GMT

hello,

I was wondering if you had any news on this?, I logged into the member centre to check but it still says payment pending and the "make payment" button is greyed out.

also I'm not sure if this is related or not but my location on google is apparently south wales or if I google my IP it shows as being in north west England when I'm actually located on the south east coast of England so that doesn't seem normal. in addition my xbox keeps losing internet connection and one of my games fails to login and when I googled the error it says it can be caused by IP issues.

any help would be appreciated, thanks

Re: failed direct debit payment

MisterW — Tue, 20 May 2025 14:06:19 GMT

@Smokey13 any relationship between where google 'thinks' your IP is located and where you really are is purely coincidental

Re: failed direct debit payment

Gandalf — Tue, 20 May 2025 14:53:50 GMT

It looks like the direct debit payment is still pending, should hopefully clear by midnight tonight. I've removed any restrictions from your account in the meantime, could you see if your Xbox works better now?

Re: failed direct debit payment

Smokey13 — Tue, 20 May 2025 15:59:23 GMT

Hi,

thanks for checking on the payment, fingers crossed it goes through this time, although if it doesn't I'll try to pay it with a different card.

I just tried my xbox and the game that had stopped working is now working and while it was loosing internet connection every 2-5 mins I just played for 25 mins with no loss so I guess it must have been the restriction's.

thanks

Re: failed direct debit payment

Gandalf — Wed, 21 May 2025 08:16:33 GMT

Glad to hear it! I can see the payment's cleared now.

Please let us know if there's any further issues.

Re: failed direct debit payment

Smokey13 — Wed, 21 May 2025 09:20:06 GMT

Hi, just got an email saying the payment went through to, I still have no idea why the payment didn't work the first time but it seems sorted now.

thanks for the help, appreciate it.