Direct Debit taken by mistake

[#1]

I have had an email from plusnet to say that an extra direct debit payment of my usual monthly broadband payment has been taken from my bank by mistake and it will be refunded.  That is fair enough but I just wondered if it had happened to anyone else.  My statment is going to show that the payment is to mad as a fish.  very fishy if you ask me.

[#2]

This happened to a number of customers billed on the 13th. We've already requested that our bank stop the incorrect direct debits and refund any that have been taken.
Madasafish is an ISP that Plusnet have run for the past few years.

[#3]

I had the email but haven't had the incorrect direct debit withdrawal.  The usual PlusNet payment had been taken before I received the message.
The email is slightly confusing because it talks about an incorrect payment already having been applied: I checked with my bank, discovered that this hadn't happened, and half assumed that the email was a fake.

[#4]

Southken - Just to confirm, we emailed everyone that was affected by this problem.

[#5]

It's happened to me too and whilst I'm glad to know the error was picked up by PlusNet
I've asked for an explanation - no answer so far -  after all, direct debiting's safeguards are supposed to
prevent any charge like this being made without prior agreement;  I've never used Madasafish
and can't follow what/who caused  this error.  PlusNet really ought to explain to subscribers as well
as make repayments.

[#6]

Quote

I've asked for an explanation - no answer so far -

Where have you asked this as I can't find any question about it on your account?
AFAIK it was a human error, we're sorry it happened and will take steps internally to stop it happening again.

[#7]

replied to original notification sent by PlusNet  19/07/11

[#8]

Emails are sent from a no-reply address, so your question will have been blackholed.
You will need to raise a question to get any further details, if they are available.