Non DD Charge - Bank Switch
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- Re: Non DD Charge - Bank Switch
19-07-2017 12:23 PM
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Has anyone else fallen foul of the £1.50 non-DD charge when switching banks?
I've recently switched banks using the 7 day switching service, all of my other (20 or so) direct debits have switched automatically with no issues, but PlusNet has switched me over to card payments. I can't manually switch back to DD because it won't let me, it says it is currently being processed and in the meantime I'm looking at a £1.50 charge.
Does anyone have any ideas what I can do to avoid this? As far as I understand, PlusNet have had continuous DD instructions from me, so this really shouldn't happen.
Fixed! Go to the fix.
Re: Non DD Charge - Bank Switch
19-07-2017 2:17 PM - edited 19-07-2017 3:31 PM
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Users need to contact plusnet and advise of the change direct debit, as the systems cannot manage a change instruction - the existing mandate has to be cancelled and a new one put in place.
I believe we have asked PN for a FAQ on changing DDs / banks ... I will now ensure we have.
As for the £1.50 charge in such situations, on a case by case basis PN has given consideration to paying refunds - but that's a decision for a staffer!
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Re: Non DD Charge - Bank Switch
19-07-2017 2:37 PM
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Thanks for your reply.
The odd thing is that when I go into my payment details page they do have my new details, so the system has worked to a certain extent. The details are there but there is a message saying that the DD is being set up - it has been like this for a few days now.
Is there any way of getting hold of a staffer, or is it down to pot luck whether they see my post? I'm just thinking it's a bit unfair for customers to be charged due to failings in PlusNet's system - as I say, everything else has switched effortlessly
Re: Non DD Charge - Bank Switch
19-07-2017 2:46 PM
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The staff team also covers social media and I suspect they are on those channels at the moment. However they have the means of looking across all feeds concurrently. This case has been noted in the DD issues discussion area where I've confirmed that a request got a FAQ has been requested already.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Non DD Charge - Bank Switch
19-07-2017 5:08 PM
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Unfortunately at the moment I can't remove this charge, basically because it hasn't been generated and created the invoice yet. Give us a nudge tomorrow if the DD isn't showing as set up and we'll be able to take another look.
Re: Non DD Charge - Bank Switch
19-07-2017 6:34 PM
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philrm - yes, happened to me earlier this year when I switched Banks under the Switch Guarantee scheme. Plusnet did at least agree to refund the £1-50 charge when I objected!
Re: Non DD Charge - Bank Switch
20-07-2017 5:10 PM
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Hi Chris.. thanks for your message. Here is the scheduled nudge! Payment went through today and it did include the additional £1.50.. please could you have a look at this?
20-07-2017 5:20 PM
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I've refunded that back to you as agreed.
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