Two direct debits taken in a month
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- Re: Two direct debits taken in a month
Two direct debits taken in a month
20-08-2010 10:17 AM
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Re: Two direct debits taken in a month
20-08-2010 11:09 AM
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are they for the same amount? are you a new customer as one may be the set up fee and one the regular amount
Go to your bank and get it back on the DD Guarantee, but tell PN you have done it
If PN do repay it their archaic system has to wait till they are told the bank has got it then they issue a repay command which adds up to at least 10 days
Re: Two direct debits taken in a month
20-08-2010 11:54 AM
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If you'd like us to, we can refund this once it has been taken.
We can either do that, or credit the same amount off your next bill. Let us know which way you would prefer this to be done and we'll get it sorted for you.
Re: Two direct debits taken in a month
20-08-2010 1:27 PM
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Please can you arrange for a refund of £16.99 as soon as it has been taken.
Many thanks for your help.
Re: Two direct debits taken in a month
20-08-2010 1:37 PM
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Re: Two direct debits taken in a month
20-08-2010 2:17 PM
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Re: Two direct debits taken in a month
20-08-2010 2:24 PM
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Dorisjohn - I've updated your ticket and it'll be actioned by our customer services team on Tuesday (when I believe the payment will have reached us). We'll then issue the refund for you.
I'm sorry that this happened in the first place.
Re: Two direct debits taken in a month
21-08-2010 9:28 PM
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I just got my Bank Statement today, and dicovered that I had been charged twice this month on two different Invoices one day apart.
Invoice 21960433 and Invoice 21954728
I raised a ticket at Lunchtime but nothing has happened.
No replies means nobody wants to know.
I need the refund.
Why can they not just reply to say we are now looking into this and will stop any further requests for money until it is sorted.
With what they have taken, it means I would not be due to pay again until after the 5th October.
That should be enough time for it to be sorted!
I will go to my Bank on Monday and invoke the Direct Debit Guarantee in the hope that I make sure that Plusnet can not take any more money until this matter is solved.
Re: Two direct debits taken in a month
21-08-2010 10:14 PM
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Re: Two direct debits taken in a month
22-08-2010 7:26 PM
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I am going to get a refund, of one of the Invoices - but you are right Pierre-pierre.
Even though the duplicate payment was taken on the 12th August, and already in Plusnet coffers, I am told my refund will take 5 to 7 days, which will mean no funds until after the Bank Holiday weekend!
What a 'scam' this could be.
Despite the interest rates, if you double up on enough customers direct debits, you could raise an awful lot of Capital by sitting on it for at least a fortnight on each one.
Lots of people wouldl not notice the double billing, and if they do, it could be some time after the money has been taken.
Any statistics on how often these double bills occur?
Perhaps it is just this month, but could well affect a substantial number of other customers.
Re: Two direct debits taken in a month
23-08-2010 12:10 AM
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"In The Beginning Was The Word, And The Word Was Aardvark."
Re: Two direct debits taken in a month
23-08-2010 8:42 AM
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If people got better at using the correct mechanisms we might find PN get told to sharpen up or get kicked of the DD network.
Keep lending PN your money whilst they figure out what they are doing if you want, but where is the incentive to get professional?
Re: Two direct debits taken in a month
23-08-2010 1:01 PM
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Re: Two direct debits taken in a month
23-08-2010 3:24 PM
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There is no mechanism for partial credit, so effectively PN are forced to re-raise the invoice correctly.
They will cut off your broadband of course, and whether they'll do it automatically or manually appears to be a confused topic amongst Plusnetters, but hey - that might provide enough energy for folks to overcome the inertia.
Re: Two direct debits taken in a month
25-08-2010 2:21 PM
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We've identified what's caused this now and are working on a fix to prevent it happening again. I've published the issue to our portal if you want to track it's progress. http://www.plus.net/support/service/problems/problem.php?intProblemId=63222
We'll be making sure that any customers affected by it are told and refunded.
Ex-Broadband Service Manager
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