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Direct Debit Payment Not Taken

Smith7
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Registered: Tuesday

Direct Debit Payment Not Taken

The direct debit payment should have been taken from my bank account but no payment was taken

Has this happened to anyone else

Thanks

12 REPLIES 12
dvorak
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Re: Direct Debit Payment Not Taken


Moderators Note


This topic has been moved from Chat to Mobile

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jgb
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Re: Direct Debit Payment Not Taken

@Smith7 

Have you checked that the DD is showing as active on the billing page of your Member Centre?...and also with your bank?.

I had an issue several months ago when the DD failed as Plusnet had not tried to use it for some months (due to billing issues) and, although showing active with Plusnet, it failed somewhere in the bank's system. I then had to sort things out with Plusnet by re-establishing the DD for subsequent months having arranged payment for the failed month.

Smith7
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Re: Direct Debit Payment Not Taken

Thanks for the quick reply yes 

 Direct Debit in place

And on my internet banking it shows as the DD is in place .

PlusNet have taken the payment correctly for the last two years or so always on the day on the bill and the notification text I receive a few days stating the date the DD will be taken.  

MisterW
Superuser
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Re: Direct Debit Payment Not Taken

I had an issue several months ago when the DD failed as Plusnet had not tried to use it for some months (due to billing issues) and, although showing active with Plusnet, it failed somewhere in the bank's system

All UK banks are obliged to delete any DD that hasnt been used for 13 months (although in the current situation , it has been extended to 24 months by some banks). The problem is that the bank does not tell the orginator that the DD has been deleted and in my experience many of the banks Customer services personnel dont know that this happens.

I had exactly this situation recently and on contacting my bank they stated categorically that they dont cancel DD's and that they cant because they dont have the authority!. After recontacting the company using the DD, they insisted that the DD had been cancelled. Eventually after contacting the bank again and complaining, they finally admitted they had deleted it due to dormancy and compensated me for providing incorrect information.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Gandalf
Plusnet Help Team
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Re: Direct Debit Payment Not Taken

Hi @Smith7

Can you drop me a private message with your account username so I can take a closer look?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Smith7
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Re: Direct Debit Payment Not Taken

Hi Anoush,

I have you a private message   

Gandalf
Plusnet Help Team
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Re: Direct Debit Payment Not Taken

Thanks, I've just messaged you back now

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Smith7
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Re: Direct Debit Payment Not Taken

Hi Anoush,

I have replied to your   private message   

anniesboy
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Re: Direct Debit Payment Not Taken

It seems I have the same issue,my DD should have been taken a week ago

Smith7
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Re: Direct Debit Payment Not Taken


@anniesboy wrote:

It seems I have the same issue,my DD should have been taken a week ago


Thanks for that information looks like there is a problem with PN billing

Did you get a text to say the money was being taken.

The strange thing is the PN App now shows  "  Latest bill  Billed on Aug 29th  PAID " but nothing is showing on my back account 

Do you use the App is you do what's that showing ?   

anniesboy
Grafter
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Re: Direct Debit Payment Not Taken

I have just rung support ,they said the payment which should have been taken eight days ago is showing as pending.

I will wait to see what happens

Smith7
Hooked
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Registered: Tuesday

Re: Direct Debit Payment Not Taken


@Gandalf wrote:

Hi @Smith7

Can you drop me a private message with your account username so I can take a closer look?


I have sent you a Private Message today as requested as the DD has still not been taken