topic Re: Direct debit issues in Plusnet Feedback

Direct debit issues

Surfer — Thu, 10 Jun 2010 12:53:12 GMT

Through no fault of ours, due to insufficient funds at the beginning of the month I had to cancel the DD to prevent the bank charging me £30 for the privilage of being overdrawn. I then went onto the Plus Net site to re-instate the DD and thsi was acceptedand I recevied an email advising the DD will happen on 09/06/201. Today Ireceive and email advising that DD had failed although ther were sufficient funds. A check showed that PlusNet had not raised a new DD therefore DD could not happen. I have tried to log into my account to see if I can pay by card tro clear the £5.99 but as i have not paid the £5.99 I cannot access my account.. All I get is a silly message advising "arrange payment" but you can't do this as ylou cannot access your account or make an Online payment????????????
I hold up my hands as I was guilty of cancelling the DD but why make it so awkward to then pay it a day later? Why can't you log online and make a payment and get it out of the way? If you can't do this why didn't they set up a new DD when you authorised this?
I am loath to phone a call centre in South Africa and to give them my card details so is there another way to make a payment?

Re: Direct debit issues

Strat — Thu, 10 Jun 2010 13:03:20 GMT

You could try Sheffield on 0114 296 5198.

Re: Direct debit issues

orbrey — Thu, 10 Jun 2010 13:14:55 GMT

Hi surfer,
Assuming I'm trustworthy ;), if you can PM me a contact number (or you're available on the mobile number we have on your account) I'd be happy to call you and arrange this? Other option is to update them yourself via the members centre here: https://portal.plus.net/my.html?action=update_credit_card&s=0
If you update the card details there and let us know when it's been done we'll take it from there (if it's a debit card the details will be removed automatically after the first transaction, otherwise let me know if you want them removing afterwards and I'll make it so.

Re: Direct debit issues

Surfer — Thu, 10 Jun 2010 13:17:15 GMT

Thanks. Any reason why they try and make it so difficult for you to pay? Most other companies would be happy to get you to part with your cash? I will try the Sheffield number.

Re: Direct debit issues

magnetism2772 — Thu, 10 Jun 2010 14:31:39 GMT

hope it all works out smoothly
the english language is not adequate when man and capitalism coexist together

Re: Direct debit issues

Surfer — Thu, 10 Jun 2010 14:49:09 GMT

dick:quote

Re: Direct debit issues

Mand — Fri, 11 Jun 2010 09:03:28 GMT

Hi there,
Your DD has been submitted, but is not active yet. Hence the issues with resubmitting the payment (as far as the system is concerned you don't have a DD at the moment).
On a related note, you'll be pleased to hear we're currently looking at the failed billing process in general, and planning changes to make it better.

Re: Direct debit issues

Surfer — Fri, 11 Jun 2010 09:50:48 GMT

Thanks Mand. All sorted now. What would be brilliant is if one could pay either for several months in advance or a year in advance. At leaast then yo u know the subscriber is going to stay with PlusNet for that period especially in times like this.

Re: Direct debit issues

Mand — Fri, 11 Jun 2010 10:02:32 GMT

You can, in theory, it just requires a little manual intervention.

Re: Direct debit issues

magnetism2772 — Fri, 11 Jun 2010 13:11:42 GMT

Computers are stupid!!!!!!!!!!!!!
If only more people would complain, we would have less automation in everything we are made to while we are with them
typically in the case of broadband services, better customer relationships, (impossible with a machine)
and we would all feel at last we have arrived some where better

Re: Direct debit issues

magnetism2772 — Fri, 11 Jun 2010 13:18:55 GMT

I hope Plusnets orders/other services are not a robotic process i..e cancellations etc
and if they are ? That they have a person/people button that one can press should interaction/intervention be needed
at any time

Re: Direct debit issues

magnetism2772 — Fri, 11 Jun 2010 13:27:01 GMT

Try cancelling an order or your broadband with a robot,
As yet you cant do it, somewhere you will need to speak to a person who is in control
Computers are not in control !!!!!!!!!!

Re: Direct debit issues

Mand — Mon, 14 Jun 2010 08:21:27 GMT

There's always a button we can press.