£1.50 fee to pay whilst changing direct debit
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£1.50 fee to pay whilst changing direct debit
13-06-2014 10:02 PM
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Re: £1.50 fee to pay whilst changing direct debit
14-06-2014 11:13 AM
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All the cases I've seen have had the £1.50 refunded because of the lack of a warning.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: £1.50 fee to pay whilst changing direct debit
15-06-2014 12:45 PM
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Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 10:50 AM
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Welcome to the Forums!
I'm sorry to hear you were charged the £1.50 charge for paying via card when you are in the process of updating your Direct Debit details. I've created Ticket: 87144158 on your account and I hope this resolves the issue for you.
Apologies for any inconvenience caused.
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 11:02 AM
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Quote from: benrm I have just had to pay £1.50 on top of my usual monthly charge for BB. My error? To change my DD to a new bank account. Surely this is an unfair charge for a mistake. When making the change no warning is given about this. I think it's excessive. Hasn't npower just been fined for overcharging customers ust because they didn't pay by DD? I like to straight talking nature and easy to chat to plusnet and service provided so very disappointed at this fee.
This is exactly what I have just found, applied to change my DD as changing banks, it is in the process of setting up now, my DD is due on 19th, however had email this morning saying my card details needing updating.
So in my account it showed I was paying by DD with my new bank, but below showed no card details but suggested they could be added in case problems with paying by DD.
I thought, ok, better add them in case a problem, then found my default payment is now by card and the shows above that a £1.50 monthly charge for this..! No mention of this prior to adding card details, and no way it seems to remove my card details.... Seems very unfair as I have paid by DD for many many years now.
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 11:10 AM
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Sorry for any confusion caused regarding your payment details.
If your Direct Debit details activate before your next billing date then your default payment will be DD instead of via card payment. If the DD details are not activated by the time that your billing date rolls around then we will use your card details to take payment instead. If you would like me to remove your card details I can do this, however, please note that if your DD details do not activate by your billing date then payment will fail and you would have to call us to make payment via card anyways.
Please let us know how you would like to proceed and we can make any applicable changes to your account.
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 11:16 AM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 11:17 AM
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Quote from: Linn Hi Richchad,
Sorry for any confusion caused regarding your payment details.
If your Direct Debit details activate before your next billing date then your default payment will be DD instead of via card payment. If the DD details are not activated by the time that your billing date rolls around then we will use your card details to take payment instead. If you would like me to remove your card details I can do this, however, please note that if your DD details do not activate by your billing date then payment will fail and you would have to call us to make payment via card anyways.
Please let us know how you would like to proceed and we can make any applicable changes to your account.
Thanks for the reply, I am happy to leave my card details in case DD not set up in time, however I am not happy to be charged £1.50 for a simple admin operation, which maybe caused by how quickly you applied for the new DD.
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 11:20 AM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 11:42 AM
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Give me a shout on here via a PM if you do get charged the £1.50 on your next invoice and I'll look at sorting that out for you.
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 11:49 AM
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Quote from: jelv ... or how how quickly Plusnet mark the DD as active on their system
As I've commented on elsewhere, and PN are undoubtedly aware, the whole PN system around DD's isn't really fit for purpose.
I understand that a new system is planned that should resolve many of the problems, meanwhile it would be helpful for PN to be a bit more open, honest and upfront about potential problems.
Something that clearly explains that occasionally difficulties and delays may occur due to "system limitations" in the interfaces to some banks and that an interim payment by card may be the best way to resolve this. And of course a statement along the lines that any "additional charges added automatically to non-DD payments will of course be refunded in such situations, but please do draw this to our attention by a ticket or phone call so that it is dealt with promptly."
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 11:53 AM
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Quote from: Linn Give me a shout on here via a PM if you do get charged the £1.50 on your next invoice and I'll look at sorting that out for you.
Thanks, will see how it goes over the next few days, hopefully you will manage to take the DD in time.
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 5:35 PM
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However I posted my question twice by accident.. and have now received answers my two support team members..
Answer 1
Thank you for your enquiry regarding Direct Debit payment The Direct Debit Request was on the 12/06/14.
We normally expect this to go through in 5 to 7 working days, however this can take up to 14 days to be full set up.
Once the direct debit instruction has been fully set up this will become your default payment method,
However if this is not completed by your billing date which is 19/06/2014 the payment will be taken from your debit/credit card and will be subject to the £1.50 surcharge
Answer 2
If you are changing banks then this will be why you will of been sent an email asking for your payment details, as your old direct debit will of been cancelled and we will not hold any payment details for you.
I can see the direct debit instruction is still pending on your account and can take up to 14 days to be activated. It might not be activated before your next billing date 19/06/2014. If this is the case you will need to make payment online or over the phone 0800 432 0200 on a credit/debit card.
Once the direct debit has been setup you will not be charged for £1.50 none direct debit charge.
I like answer 2 which seems to understand my problem and why I should not be charged.
So as my card details have been deleted will someone contact me if DD can't be taken or if I ring, when do I ring?
Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 5:56 PM
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Quote from: Richchad Answer 1
Once the direct debit instruction has been fully set up this will become your default payment method,
However if this is not completed by your billing date which is 19/06/2014 the payment will be taken from your debit/credit card and will be subject to the £1.50 surcharge
Answer 2
It might not be activated before your next billing date 19/06/2014. If this is the case you will need to make payment online or over the phone 0800 432 0200 on a credit/debit card.
Once the direct debit has been setup you will not be charged for £1.50 none direct debit charge.
These answer say exactly the same thing, albeit differently...
Answer 1 - If DD not in place then you will have to pay by card and be charged £1.50
Answer 2 - If DD not in place then you will have to pay by card and AFTER (once) the DD is in place you will no longer be charged £1.50
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Re: £1.50 fee to pay whilst changing direct debit
16-06-2014 6:01 PM
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Quote from: Townman
These answer say exactly the same thing, albeit differently...
Answer 1 - If DD not in place then you will have to pay by card and be charged £1.50
Answer 2 - If DD not in place then you will have to pay by card and AFTER (once) the DD is in place you will no longer be charged £1.50
Yes but answer 1doesn't mention anything about not being charged or refunded, it just says once DD set up will be my default payment but I will be charged £1.50
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