Changing bank accounts with the Switch Guarantee
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Changing bank accounts with the Switch Guarantee
05-02-2015 9:11 AM
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If you are planning to switch please make sure you either switch a couple of days after your Plusnet direct debit has been taken or a least two weeks before your direct debit is due. This is because Plusnet are unable to update their records quickly enough.
Plusnet will receive your new bank details but it can take them 10 working days to activate.
If you do not give them enough warning they will charge YOU for not being able to set THEIR systems up in time.
Out of the 15 direct debits I have Plusnet are the only company not to set the new bank details up. I have 2 direct debits that leave my account before Plusnet's payment and both of those have been set up in time. My bank has told me Plusnet's direct debit has been set up.
I can, therefore, only assume the fault lies with Plusnet's systems.
Re: Changing bank accounts with the Switch Guarantee
05-02-2015 9:29 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: Changing bank accounts with the Switch Guarantee
05-02-2015 9:30 AM
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I've had a look over your account and normally in this situation we'd offer to refund the non-dd charge as we know that it can take longer than expected for DD's to go active on an account. Can you let me know when you asked us to change your direct debit details over so I can look into this further as from what I can see we really weren't given much notice before your billing date of this change.
I've just created a ticket on your account too, you can view it at https://contactus.plus.net
Re: Changing bank accounts with the Switch Guarantee
05-02-2015 9:50 AM
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Surely, it shouldn't matter. If it's too close to the billing date then PN should just use the old DD details. Under the switch guarantee process, any requests to the 'old' bank will be redirected to the 'new' one by the banks. The problem seems to lie with PN's billing system (and I use that term loosely ;)), it changes the DD details and then discovers it hasn't got time to process the change before the billing date and so fails...
Quote Can you let me know when you asked us to change your direct debit details over so I can look into this further as from what I can see we really weren't given much notice before your billing date of this change.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Changing bank accounts with the Switch Guarantee
05-02-2015 10:03 AM
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I didn't personally ask you to change dd details it was my bank as part of the switching service so I can't tell you the date all I did was pick a date to switch banks.
info here http://www.simplerworld.co.uk/Pages/About.aspx
Regards
Re: Changing bank accounts with the Switch Guarantee
03-04-2015 1:23 PM
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I just want to add my annoyance with this failure in the Plusnet process as well. I have used the current account switching process twice in the last few months and both times Plusnet has been the ONLY direct debit to fail to transfer correctly. YOUR process is broke, please fix it! MisterW above was spot on, if the bank forwards the direct debit changeover request and it's within 14 days of the bill date then use the OLD details for that payment and switch the direct debit to the new details immediately after that. The old bank will forward the direct debit to the new bank and this should all be invisible to you.
Last time it failed I immediately paid via credit card and had the DD failure change refunded. This time when going through the "one off payment" process I was given the option to use the new direct debit details to pay it off so I went for that. It did not tell me that this would take ages and end up with me getting threatened with my service being cut off! I've now got charged a £5.76 "call barring charge" for this when I'VE done nothing wrong! I've just rung up support and Plusnet refused to refund this charge because apparently it was my fault for not knowing the payment via the new bank details wouldn't go through quick enough for me to avoid the charge. I guess this is a word of warning to others, you MUST use a credit/debit card if you DD fails.
I've really loved Plusnet for the 5ish years I've been with them, but this whole debacle lately has really annoyed me and I will be looking for deals with other providers.
Re: Changing bank accounts with the Switch Guarantee
03-04-2015 1:34 PM
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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: Changing bank accounts with the Switch Guarantee
03-04-2015 1:42 PM
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Re: Changing bank accounts with the Switch Guarantee
03-04-2015 4:25 PM
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Re: Changing bank accounts with the Switch Guarantee
03-04-2015 4:32 PM
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Re: Changing bank accounts with the Switch Guarantee
03-04-2015 4:50 PM
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Re: Changing bank accounts with the Switch Guarantee
03-04-2015 5:20 PM
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Re: Changing bank accounts with the Switch Guarantee
06-04-2015 6:48 PM
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Re: Changing bank accounts with the Switch Guarantee
12-04-2015 9:48 PM
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Re: Changing bank accounts with the Switch Guarantee
12-04-2015 10:02 PM
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It really ought not be an issue. The old bank ought to still process all payments against the existing mandates "through to" your new bank. Between them, they will advise PlusNet of the new DD details... which ought to give PlusNet 4 weeks to process the change.
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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