account active direct debit error

[#1]

10 months ago I cancelled a direct debit and paid manually and then asked plus net to reset another one up. In this whole time they have never seem to be able to set one up. The error they get is ERROR PSP... Does anyone know what this means? I've tried giving them other bank details and it still doesn't work. With out active direct debit details (despite making all payments manually early) they mark you down for late payments and affect your credit file and charge you, so i'm very eager for any help with this.

[#2]

Hi @Piefamily

I'm really sorry to hear about this. 

Is this related to a Mobile account or broadband services? 

If this is Mobile related, have you discussed this with a manager or escalated this with the relevant team?

Kind Regards

[#3]

It’s my mobile phone account. Yes it’s been escalated lots of times. Spoken to several different managers. No one can seem to fix this. It’s completely ridiculous that no one from the technical department right through to complaints can work out their own systems.

[#4]

Hi @Piefamily 

If my memory serves me correctly, there was a couple of accounts which came up with this PSP Error back at the start of the year, but I'm almost certain that we rolled out a fix for this. 

Let me send an email to our Ops team and see what's what. 

I'll update this thread tomorrow with any info I get back from them. 

Thanks, 

MoR

[#5]

Did PN give you an error code with that message?

Perhaps worth a check with your bank to see if they know anything - they might not as the code as displayed is just saying there is some error returned related to the Paying Service Provider

PN should get an AUDDIS or possibly ADDACS code which would clarify matters greatly if we knew what it was.

eg

Code	Bacs explanation
2	Payer deceased
3	Account transferred
5	No account
B	Account closed
C	Account transferred
L	Incorrect payer’s account details

F	Invalid account type
G	Bank will not accept Direct Debits on account
N	Transaction disallowed at payer’s branch

Knowing PN, these are perhaps more likely

7	Direct Debit Instruction amount not zero
I	Payer reference is not unique
M	Transaction code/user status incompatible
O	Invalid reference
P	Payer’s name not present
Q	Service user’s name blank

[#6]

If there is a fix then I would love to know what that is as my account is affected every month by this. I have tried other bank accounts and it still doesn't work... clearly an issue for PN systems!

[#7]

Yes PN have told me that's the error message that appears on their screen, even if I try a totally different bank... same message... They did at one point tell me that they thought it had something to do with the length of my name but they did try and shorten it which still didn't work. This is clearly an issue for their systems...

[#8]

Hi @Piefamily, we are still waiting on a response regarding this but as soon as we hear back we will be sure update you.

[#9]

 The actual code associated with that message is important in identifying the issue