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Direct Debit Payment Not Yet Taken

FIXED
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,677
Thanks: 611
Fixes: 111
Registered: ‎27-11-2020

Re: Direct Debit Payment Not Yet Taken

Ah right so it does seem like an issue as I have asked a couple of my colleagues about this and they have customers who have the same. I will chase this up and find out what's going on.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 23,554
Thanks: 9,908
Fixes: 165
Registered: ‎22-08-2007

Re: Direct Debit Payment Not Yet Taken

Elsewhere Adam is on the case - please see SU escalation board.

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.

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,677
Thanks: 611
Fixes: 111
Registered: ‎27-11-2020

Re: Direct Debit Payment Not Yet Taken

Yeah Adam has just told me. We've raised it now Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
MartyH
Hooked
Posts: 7
Registered: ‎03-01-2023

Re: Direct Debit Payment Not Yet Taken

Nothing gone out today, so unless the DD request has already been sent or is going to be sent today it'll probably end up as a late payment.
Clarissa
Grafter
Posts: 32
Thanks: 10
Registered: ‎12-02-2022

Re: Direct Debit Payment Not Yet Taken

No. Payment has still not been taken from my bank account yet.

LynetteC99
Dabbler
Posts: 19
Registered: ‎03-01-2023

Re: Direct Debit Payment Not Yet Taken

I have had exactly the same issue - except I am in Tobago and can’t get a signal which is why I found out that the DD had not been taken on 23 December. I’m
Beginning to wonder if this is why I can’t get mobile service but as I have no
Mobile service I can’t calll them….
MartyH
Hooked
Posts: 7
Registered: ‎03-01-2023

Re: Direct Debit Payment Not Yet Taken

I've just had this as a text so hopefully we are sorted:

Due to an error in our systems, your Plusnet Mobile Direct Debit was not taken on the planned date in December, this will be collected on 10/01/2023. Please don't worry, your mobile service will continue as normal and payments will be collected on the planned date following this.
LynetteC99
Dabbler
Posts: 19
Registered: ‎03-01-2023

Re: Direct Debit Payment Not Yet Taken

Thank you for this but NO I am in Tobago and I have NO mobile service.
I have Data roaming on, I have tried removing sim and replacing. Adam walker thought it might be that for some reason the international setting has been switched off. Your website does NOT say that there is no service in Tobago. All the masts are working as everyone else on the island except my husband and I have mobile service. I can see the local networks Digicel and TTNS and have tried to connect manually..,,
Townman
Superuser
Superuser
Posts: 23,554
Thanks: 9,908
Fixes: 165
Registered: ‎22-08-2007

Re: Direct Debit Payment Not Yet Taken

Good to hear that the DD processing issue has been resolved.

I have asked the kids to split off the non-service overseas. That and the DD processing delay are unlikely to be related.

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.

LynetteC99
Dabbler
Posts: 19
Registered: ‎03-01-2023

Re: Direct Debit Payment Not Yet Taken

Thanks I’ve been trying to get this sorted for 3 days now and wouldn’t have realised they weren’t related issues, so thanks for your help!
MisterW
Superuser
Superuser
Posts: 16,012
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Registered: ‎30-07-2007

Re: Direct Debit Payment Not Yet Taken

I have asked the kids to split off the non-service overseas. That and the DD processing delay are unlikely to be related.

@Townman normally I would agree, but the original thread https://community.plus.net/t5/Mobile/No-mobile-service-in-Tobago/td-p/1903917/page/2 suggested that Plusnet staff thought the bank details on the account had changed ( when they hadn't)

Seems a bit too coincidental to me...

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.

Townman
Superuser
Superuser
Posts: 23,554
Thanks: 9,908
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Registered: ‎22-08-2007

Re: Direct Debit Payment Not Yet Taken

MODS - please forgive my phone keyboard typo!!!

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.

Karenm123
Hooked
Posts: 5
Registered: ‎16-03-2019

Re: Direct Debit Payment Not Yet Taken

Had the same text so looks like it’s all resolved. Thanks for the help all! 😄

LynetteC99
Dabbler
Posts: 19
Registered: ‎03-01-2023

Re: Direct Debit Payment Not Yet Taken

Yes that was why I was worried that there might be a connection as I couldn’t understand why they didn’t recognise my ( unchanged) bank details … anyway still nothing from Plusnet about my issue of having no mobile connection and if I don’t get this by tomorrow I won’t be able to verify
My Apple ID so will have to start that whole rigmarole From scratch too…..
Clarissa
Grafter
Posts: 32
Thanks: 10
Registered: ‎12-02-2022

Re: Direct Debit Payment Not Yet Taken

Looks like it is all sorted now. Payment went out this morning, as per the revised texts we all received. Thank you for help.