Charge for changing bank account for direct debit
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Charge for changing bank account for direct debit
22-07-2013 5:02 PM
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So I called PlusNet & was on the phone for a long time speaking to a customer advisor who was only interested in trying to justify the charge.
I ended up saying if the £1.50 charge was deducted from my account I would move to another provider.
As I was then charged I called plusnet to say I required a MAC authorisation code to change my provider & was to you have got a years contract which I cannot recall being advised of when spoke to the PlusNet sales.
How can you Justify these secret charges that us poor sods (otherwise known as customers) end up getting deducted from their bank account?
Re: Charge for changing bank account for direct debit
22-07-2013 7:38 PM
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It's an automatic charge added by the system if there isn't an active direct debit in place.
You mentioned that you changed to pay by direct debit? - Did you update your bank details to a different account?
If so, the original DD is cancelled and a new one is setup, during this period there isn't an active DD, hence the system adding the charge.
If your DD activates before your next invoice, the charge will then be removed from the account. If the DD activates after your invoice date, then you can simply contact support by raising a ticket and request the charge be removed, because you were changing your DD details over.
Hope this helps,
Matt
Re: Charge for changing bank account for direct debit
22-07-2013 7:43 PM
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Re: Charge for changing bank account for direct debit
23-07-2013 8:59 AM
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Don't get me wrong, that's not a problem at all however the reason the charge has arisen is because the change was taking place over the billing date so we couldn't take the fee from the DD as usual. If it'd been done during the month it would all have been set up before we took the payment though.
@weldav31, I'll add some information to a ticket on your account that I hope will help, and am sorry about this situation.
Re: Charge for changing bank account for direct debit
23-07-2013 9:34 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: Charge for changing bank account for direct debit
23-07-2013 9:43 AM
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I also believe I was told their was told originally that there was no minimum contract & now I am told its a year
Re: Charge for changing bank account for direct debit
23-07-2013 9:45 AM
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I had lost the card a few days before payment was due, so the replacement had a different card number. They tried to take payment with the new reference, which failed since the new DD hadn't been set up yet.
Got hit with a late payment charge, which they refunded after I complained. Still would have been recorded on my credit history though.
I've had DD's fail before due to them being claimed with an incorrect reference, so while companies claim they're the best way to pay (since they're cheapest for them), I don't tend to agree.
Re: Charge for changing bank account for direct debit
23-07-2013 10:46 AM
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Sorry to hear that, and I'll make sure that's fed back. In our defence though, you did request the MAC before you started this thread so there was no way for us in the forums here to look into things before that. Still, I hope the comment I added to your ticket has helped.
Re: Charge for changing bank account for direct debit
23-07-2013 11:11 AM
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Quote from: jelv Matt, Please could you point me to the information on the website which advises users to avoid changing DD details around the billing date because of this issueI don't believe this information is on the portal anywhere, could you make sure it's added please?
Sure, we've had a chat about it here and will get a task raised for the web team to get some information put on the Update Payment Details page - unless you think it'd be better placed somewhere else?
Re: Charge for changing bank account for direct debit
23-07-2013 12:28 PM
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The update payments page would be good.
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: Charge for changing bank account for direct debit
23-07-2013 12:41 PM
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Thankfully I'm well past my invoice date but when I was changing the details I never gave a thought to any possible implications.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: Charge for changing bank account for direct debit
23-07-2013 1:06 PM
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Re: Charge for changing bank account for direct debit
27-07-2013 9:01 AM
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Re: Charge for changing bank account for direct debit
29-07-2013 10:02 AM
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Quote surely the bank should/will inform Plusnet tho
I'm not sure how they would, I've not seen that happen in my time here so if you'll pardon the awful pun I wouldn't bank on it
The bank should keep your direct debit set to the same date as those dates were determined by new mandates being set up whereas I believe a different process is followed when switching between banks.
Adam
Re: Charge for changing bank account for direct debit
29-07-2013 10:45 AM
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So, under the new transfer system starting in September, in the case of Plusnet trying to use the old bank account details after the switch has taken place then this should not matter because the debit will be automatically be forwarded to the new bank account. The only potential problem that I can see for a customer using the bank switching service is that Plusnet fail to update their systems so that on the 14th month after transfer the DD will fail.
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