Account Restricted?

[#1]

Cheers for the help and info @supernoodles

Yep I can see the notes & history. Sorry for the issues you've gone through. If we've not fixed the issue by the 2nd February, it'd be interesting to see what happens as this may tell us more about the problem. Definitely an odd issue!

Creating a new account works around the problem and I'd much prefer getting to the bottom of it as this may be affecting other accounts, though sometimes the only way is to create a new one, but I'll let you know if we get to that stage.

[#2]

Hi @supernoodles

I've done a bit of digging and it turns out we're actually already aware of a problem affecting numerous other accounts, and we've logged it as an incident (ref IMT-7628), so you're not alone.

I've asked a colleague to take a look to see where we're at with the investigation. 

[#3]

Hiya just to confirm I'm still not seeing any change on my end 😕

My bill is due again and i will be paying it in a few hours i will be interested to see if this changes anything with the issue or not.

I'll keep you updated.

[#4]

just an update today's bill has now been paid and still the same error as before i'll attach a picture of the payment page to show that the bill was settled

[#5]

Thanks for getting in touch @supernoodles, it can sometimes take up to 4 hours for the failed payment banner to be removed from an account once a payment has been made. Saying that, we do have a system issue on our end at the moment whereby the banner is remaining despite the account itself being fine. This issue has been raised with our Incident Management Team who are working on it.

[#6]

hey guys just checking in to see if there's any further updates with the issue?

[#7]

Good morning @supernoodles

Thanks a lot for getting in touch again and I'm really sorry to hear that you're still having the failed payment issue on your account. I've just had a look at the open incident on our end and we're still yet to hear back on it to be honesty. 

I've seen a few account with this error lately though and will add your account to the open incident to use as an example. 

[#8]

This has happened to me too.

My bill was paid on time last month but I have just found out  a restriction was placed on my Account on 18th Feb. I don't know why.

I don't pay by Ddr anymore since Plusnet kept moving my payment day - fwd of course - and it caught me out a couple of times.  But my monthly payments are always within 2 or 3 days of the billing date. 

I feel this restriction is corporate bullying to get me to sign a Ddr again. I would move service provider before agreeing  to that again.

I need an explanation please ?

[#9]

Hi there,

I'm really sorry to see you feel this way. I've had a look into your account and I can't see any restrictions placed. 

Can you advise what you can see which is suggesting we have done? 

Regarding a direct debit payment, we don't move your payment day, but it can move by itself depending on if the payment date falls on a weekend or bank holiday because the bank generally doesn't process payments on these days. 

[#10]

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@WDuan74 wrote:

I don't pay by Ddr anymore since Plusnet kept moving my payment day - fwd of course - and it caught me out a couple of times.  But my monthly payments are always within 2 or 3 days of the billing date. 

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If by forward, you mean later in the month, then that is standard banking practice.  Automated payments are submitted several days before they are due to be applied on the due date.  If the payment date is a non-working date, most banks will apply the payment on the last working date prior to the the due date.

So if the payment date falls on a weekend or bank holiday (for example Good Friday) the payment will be transacted on the Tuesday after Easter Monday - 5 days late.

Direct debit rules: FAQs | money.co.uk

Do direct debits go out on weekends?

No. According to direct debit rules, they are charged to your bank account on the same date each month, unless this falls on a weekend or on a bank holiday, in which case the company will take them on the next working day.

[#11]

Issue is still there as i kinda expected it to be but something new has happened since the new website layout.

Now the account isn't showing my contract correctly lol

[#12]

That’s a known problem under investigation. What is display appears to be variable depending on browser and platform environment. I’m my case I see different content with different browsers on Win10 and different content with the same browser on Win10 and Win11.

[#13]

Hiya just wondering if there's any updates on this? As you can see the last time I heard anything was march and my account is still restricted.

I really don't want to have to have a new account made and everything reset unless I can keep everything like username email password etc the same.

Just seems strange that it is still not fixed

[#14]

Hi @supernoodles, I've checked your account and there are no restrictions in place, what is it you're seeing?

[#15]

@adamwalker 

Has the incident (ref IMT-7628) identified above been resolved?