Payment issue

[#1]

I have paid my outstanding bill this morning the money has left my account but the bill is still showing as outstanding I have taken a screenshot too prove this but can’t seem too attach.

[#2]

Moderators Note

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

[#3]

Are you able to call your bank to check the status of the payment their side as it may be in a pending state? 

[#4]

The payment is in pending status but normally when I pay my bill it clears outstanding amount on my account immediately it is still showing the bill is owed with one day to go before I am restricted I can’t afford too pay this again I have no idea what is going on.

[#5]

Ah okay. If the payment's been pending since Friday then it's likely not going to come through to us for one reason or another. Have you tried calling your bank to check what's happened with it? 

[#6]

Yes they say if it is not claimed it will bounce back too my account but that’s not really much help too me as it can take upto a week.

[#7]

Do you have family or friends who could possibly try paying again on your behalf in the meantime? 

[#8]

Unfortunately no my parents and my partners mother only have their pensions I wouldn’t dream of asking them we are all on tight budgets as is everyone else.

[#9]

OK no problem, that makes sense.

I've discussed with a colleague and I'll check back tomorrow to remove any restrictions we may automatically place which should allow some time for the money to bounce back into your bank account, so you can try the payment again. 

[#10]

Thank you for your help

[#11]

No problem Louise  

[#12]

Good morning I have checked my bank and the payment is still sat in pending. Restrictions have been placed on my account so if they could be removed now as you said until the payment comes back I would be grateful. Thank you.

[#13]

Hi Louise, 

My colleague's not yet in the office to remove the restrictions but once they are from 9am I'll get him on the case for you.

[#14]

Thank you.

[#15]

We're having issues doing this as the system's not playing ball, so I've raised a NetOps task to investigate further. 

Really sorry for the delay, as soon as I know more I'll let you know either today or tomorrow.