Account being refered to debt recovery

[#1]

Would plusnet care to tell me why you are refering my account to debt recovery just received a support ticket saying payment had failed three times which is utter rubbish it failed once on the 11th and my billing date is the 5th of each month but DD goes out around the 10/11th and have since tried to pay online via debit card but there is no option for this as for threatening with debt recovery is out of order i have been a loyal customer to plusnet and now being treated like this i am in two minds to ask a migration code and transfer all my services to someone else .
This is a copy of the ticket i received .
3:38pm, Friday 13 Jun 2014
--- Internal ---
The Direct debit has failed.
Please contact for payment, after 3 unsuccessful attempts have been made to contact the customer please deactivate the account and send to DR
Invoice: 51153313
Kind regards

[#2]

This is an internal ticket between Plusnet departments, which the customer is copied in on. I read this internal ticket differently. My translation is:
DD failed
Plusnet staff to contact customer for payment
Staff to try 3 attempts to contact the customer, after the third failed attempt account should be deactivated and then passed to Debt recovery.
What is not indicated in the ticket is how and when the Plusnet staff member should try and contact the customer. An option of course is to ring customer services first. Hopefully some one from Plusnet will pick this up over the weekend for you.

[#3]

You should check if the telephone numbers are correct on this page: https://portal.plus.net/my.html?action=edit_details&s=0 as that may be why they couldn't reach you.
If you do change a number pop an update on the ticket to let them know they can try again.

[#4]

It doesn't say what you think it does. This appears to be an internal instruction, (possibly generated automatically.by the billing system) to try and contact you three times as your DD failed.  It doesn't say the DD has failed three times. As this is an internal instruction to contact you they probably wont have even tried yet.
Debt Recovery is probably (I am not familiar with PN processes) simply the name of a department that specialises in contacting customers about payment issues where the 1st line are unable to.. It doesn't read like a threat at all.

This is why most companies don't copy customers in on their internal processes, don't get me wrong I like that they are transparent but unfortunately its so easy for internal jargon to be misunderstood.
A utility company I worked for before abbreviated "associated customer" such that notes would read along the lines of "PTC from ass cust..." and I always wondered what customers would think if they requested disclosure.

[#5]

Yes this is internal and nothing to worry about. The 3 attempts is reasonable and standard practice. I used to see it every day when I was on CS/Billing.

[#6]

Hi jamesanstee,
As stated by others on this thread this is an internal message for our Billing team to make 3 attempts to contact you to take payment. I'd suggest contacting our Support Team on 0800 432 0200 if you cannot make payment online via the member centre.