Has anyone paid their bill & then another £1.01 charged (stolen) seperatly by PN

[#1]

Sorry for the bluntness, but as we have 2 examples of this ever happening over the many years we've been using these systems, the problem is a low priority and therefore has not yet been investigated by the development teams. I'm not going to set a timescale on this but it will be picked up once any higher priority problems are resolved.

[#2]

In that case you will leave me no option to follow my banks advice, as noted above

Quote from: TORPC

<snip> I can confirm that I have just come off the phone to my bank & PlusNet can check my phone records to verify I was informed that the holding payment is just that and should never be (touched / authorised by any company (some companies holding charge is as little as £0.01p)) He went through my account & seen the payment had gone out, checked the system & verified that PlusNet had indeed authorised the £1.01 on their end however was unable to tell me if it was by machine or human error. He also said that if PlusNet is not going to investigate this issue to prevent it happening to myself & now clearly other(s) then I must, step 1 I inform Trading Standards, step 2 Inform my banks fraud team, which will then prosecute if they deem it fit to do so.

I await your speedy response before I make them calls
dick:quote

[#3]

I'm still thinking it's a very rare issue with a specific bank(s) and the way the pre-auth works between us and them. Our billing team are looking into this again.

[#4]

Can you 100% assure me that, with hand on heart, the billing team are actually, actively investigating this anomaly as we speak (type)

[#5]

They might be, but I'm not 100% sure that they are right this instant. We're not going to instantly drop everything, especially on a Monday which is the busiest day of the week. I have been advised that they will be looking at the billing logs to see if the reason for the auth actually being taken can be pinpointed.

[#6]

Can we safely assume that this will be at the earliest opportunity, in the near future IE this week or next week at the very latest ?? ?

[#7]

Right, they've already got back to me.
The payment wasn't taken, the screenshot of the statement you provided states 'Pending debit card transactions'. If you now go back and look at your full statement you'll see that the original £1.01 payment wasn't taken (depending on the bank you use the payment may show as a balance adjustment or similar) and you'll also see a £1.01 refund from us (which we shouldn't have given really as the payment was never taken).
I've been advised that if you'd like to dispute this further we'd need a full bank statement (with irrelevant details blurred/blanked out) attaching to a ticket on your account as from our side it was a pre-auth, our logs show it was never taken from the account.
Thanks.

[#8]

Oops 

[#9]

In view of the post by Chris and the subsequent lack of response by yourself do you want the title of the thread changing

[#10]

I am awaiting a response from my bank as I have asked then to recheck, what I was told when I phoned them originally.

[#11]

Can you not just check your statement and see if the money has been taken from there?
FYI the other person in this thread having the same issue is now resolved.

[#12]

The title of this thread has been changed as it was all a misunderstanding 

[#13]

Maybe the thread should be locked

[#14]

Quote from: Oldjim

The title of this thread has been changed as it was all a misunderstanding

Isn't that a bit premature considering

Quote from: TORPC

I am awaiting a response from my bank as I have asked then to recheck, what I was told when I phoned them originally.

Either the bank or Plusnet are giving duff information. I suggest we should wait for the OP to confirm which it is.

[#15]

I haven't followed this thread so I don't know if this is relevant or not.
Often with my current account when I use my debit card it will show an incorrect "available" amount. This is usually always around a pound more than what it should be when the available is subtracted from the actual.
I've always assumed this is just some banking quirk. As when the actual amount appears on the statement a day later it's always correct as are the totals.
(this is nothing to do with Plusnet charges)