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Direct Debit problems after changing banks and porting old mobile number.

JonoH
Hero
Posts: 4,346
Thanks: 1,596
Fixes: 157
Registered: ‎29-09-2011

Re: Direct Debit problems after changing banks and porting old mobile number.

Hi @blairjones,

 

This is starting to make more sense now, even though you mentioned mobile and number porting I assumed (incorrectly by the looks of things) that this was about your broadband and telephone account and as such the answers I gave are based on those.

 

At present I am unable to view mobile accounts and all queries need to be raised in a seperate part of the forums to be picked up by our Mobile Specialists.

 

Please accept my apologies for the misunderstanding I'll flag this thread to be moved to the relevant place by our moderators

 Jono H
 Plusnet Community Manager
BERNIERA
Newbie
Posts: 1
Registered: ‎17-07-2017

Re: Direct Debit problems after changing banks and porting old mobile number.

We have been with PlusNet for many years. never had a problem, until a month ago when we decided to change from my husband paying to me paying by DD. Oh dear................ completed the DD on line, no problem. First payment - got an email saying we were in debt, £12!!! Because the DD couldn't be found. Phoned, many apologies, paid by debit card - same bank as we were transferring to. Ok, all sorted for next month. Sit back, then-bammm! Cheeky email from them saying we had no payment card attached to the account to make payment. Yes, true, we had a DD set up, or so we thought. Another phone call to PlusNet and a long wait before we go though the same questions. Told to ignore the email as all was well. Fine. Sit back again and this month-surprise, surprise- another cheeky email warning us that we had no payment details set up for the forthcoming payment!!!!!!!!!!! I phoned again and again was told ignore it! What is going on???? Looking back in this forum the problem is hardly new found links back to 2007 where this was happening!!!!!!!!!!!!! Come on PlusNet - get your act together! I told the very polite man at the end of the phone today, if Plus net send me another snotty email, I'm off and the rest of my family as we had recommended them!!!!!!

Jaimiebyrne
Hooked
Posts: 8
Thanks: 2
Registered: ‎11-07-2017

Re: Direct Debit problems after changing banks and porting old mobile number.

You are not alone. I have had a similar experience to you. I did start a similar thread and I am currently waiting for a response from a senior member of the team. Seems as though PN use an outside company for their DD payments who do not update customer details when they use CASS to switch banks. Mine were being diverted via my old Bank for 12 months. I was only alerted to this when trying to clear secruity with CS by giving them the last few numbers from the bank that supplies the DD.They still were using the old Bank details one year after closing the bank account. So I couldn't even clear secruity without details of my, very much closed, old Bank account.
lamonsea
Newbie
Posts: 2
Thanks: 1
Registered: ‎16-06-2017

Re: Direct Debit problems after changing banks and porting old mobile number.

I too am having problem since yesterday. I have 3 accounts and have tried to amend bank account dd via PN customer service but everytine they change it... a short while later i get texts and email saying account suspended due to cancelled DD and unable to take payment. Buu the thing is payments were already only just taken 2 days ago so how can this be at all!!!!!
I believe that PN reactivated my accounts, then in setting up the new DD details they cause their system to cancel the old ones which means its an infinite loop of cancellation suspension reactivation etc etc. So please PN what am i supposed to do now? I have 2 accounts with no service that i gave already just paid a month ahead for! I think when you set up new dd, that your system somehow requests payment from old one.
I woukd lije my services reactivatinv toght now please yet no customer service niw available till the morning! Not impressed at all!
SeanCorri
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 59
Fixes: 1
Registered: ‎20-07-2017

Re: Direct Debit problems after changing banks and porting old mobile number.

Hi there lamonsea!

 

I'm sorry to hear about your issues with changing your Direct Debit!

I'll pass this on to the relevant department now, who will be happy to look into this for you!

In the meantime, i'd be more than happy to help you out! Please don't hesitate to drop me a PM, and i'll be sure to follow this up with you there! -Sean Smiley

 

Flatpro
Newbie
Posts: 1
Registered: ‎18-10-2017

Re: Direct Debit problems after changing banks and porting old mobile number.

Having this exact issue now, phone PN to change my direct debit details then I keep getting messages saying my direct debit has been cancelled and account suspended. Must of happened 6 times in the last two months.

I’ve been told my details have gone to operations but it will take 6 days for them to get back to me. My account has just been suspended again after I activated it again this morning. I phoned PN and they said the account is pending an action so they can’t turn it back on.

Pretty [-Censored-]ed, it’s entirely PN fault and they must be aware of the issue but now I have to wait days for my service to be fully reinstalled and constantly phone them and then wait hours for them to do something.

I’ve been with PN since life mobile so I don’t know if this is an issue with legacy accounts...
Alex
Community Veteran
Posts: 5,500
Thanks: 921
Fixes: 13
Registered: ‎05-04-2007

Re: Direct Debit problems after changing banks and porting old mobile number.

I don't know about other banks, as I manly use Barclays.

There is a section on their on-line banking which shows you the active Direct Debits/Standing Orders on your account, the last payment which was taken and when.

I seem to remember having a problem with a DD failing even though it appeared to be active. Can't remember what company now (actually I think it was student loans). So they'd whinge at me as they weren't getting paid. Rung bank as asked why it was failing, as the money was there and it appeared active - (well it used to work and I hadn't cancelled it).

Bank told me they were trying to collect it under a different reference number than set up previously, this was when I applied for a loan in the second year, so I learnt if companies do that the bank will decline it. I guess they don't give the company claiming a DD a reason, just an Approved/Declined and for all they know you could have cancelled it, or may not have had the funds.

In people's positions here, whilst you haven't changed company but banks, it may be worth ringing PlusNet to make a one-off payment on a debit card, to restore service and set up the DD again. I assume that is possible?