Direct Debit

[#1]

I have had a direct debit £138.58 taken in error from my current account on 28th Feb 2020

The explanation I was given was,  that this was erroneously charged , as I had decided to cancel a further years' worth of plusnet broadband within the permitted 14 days , but the system had gone ahead and charged as if I had continued with the service

Despite numerous phone calls to your operators and promises of a refund with various dates mentioned from the billing team I still do not have the £138.58 refunded 

This makes a mockery of the Direct Debit system, as it has unilaterally permitted Plusnet to take monies from my account for a service that is not being provided for - I will be very reluctant to sign a Direct Debit mandate in favour of Plusnet again

I accept that mistakes happen, but those mistakes ought to be corrected timely, which it has not to date

[#2]

Moderators Note

This topic has been moved from ADSL Broadband to My Account / Billing

[#3]

Claim it back under the direct debit guarentee if it is incorrect https://www.directdebit.co.uk/DirectDebitExplained/pages/directdebitguarantee.aspx

[#4]

I was specifically requested by a plusnet billing agent NOT to do exactly that, as he said that this would jeopardize my getting a refund 

If it isn,t too late then I will asked for the the dd to be recalled

[#5]

Hiya @Robski60, I am sorry for the issues. I called but I'm sorry if this was an inconvenient time. I have provided a more detailed response with the options going forward on the account here.