Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment plan.
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Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
05-11-2019 3:32 PM
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Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
12-11-2019 11:12 AM
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And so the shambles continues for another week. I have now received an email demanding the amount owed for the 2 Nov bill & asking me to phone PN to settle.
I've just done this after the ususal long wait. However, the young lady told me that I am not allowed to settle my account as it isn't showing on her system. So do I pay my bill or not? Why not just add it onto my Dec bill?
Could someone PLEASE sort out this shambles once & for all?
Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
12-11-2019 4:18 PM
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Hi @tijara33,
Thanks for getting in touch.
I know this has been going on for a while for you so i can only apologise for the latest issue and promise to get this working.
It does appear the Direct Debit set up has crossed with the due payment timescale so technically the two activation and due dates have missed each other. This should then result in an overdue payment showing, however this would only apply once systems have updated to reflect a late payment. At this stage it will require monitoring on the assumption that the process applies despite the billing issues experienced previously.
I'll monitor this for the next couple of days to see whether anything is showing on your account. I'm not in between Friday this week and Monday next week however I anticipate it should update before then, if not I'll get back to you.
In the meantime, if you need to contact me on this issue for any reason, please can you do so here.
Thanks - LF
Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
12-11-2019 4:35 PM
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Thanks yet again for picking up my problem & for updating the long outstanding question, to which I have replied.
For the sake of the readers of this forum, the supprt on here is excellent whereas via the phone it's patchy at best. The young lady this morning seemed totally disinterested as to whether or not I should ever pay my bill.
I will update further when or if I ever receive my bill.
Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
12-11-2019 4:50 PM
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Thanks for your kind comments, @tijara33. It's nice to hear we're 'holding the fort' as they say. It's not so great hearing about your perceived lack of customer service experience however, so apologies for this.
You can always continue to contact us here. We are striving to improve our customer service experience so hopefully your next experience should be better.
Let us know if you need anything further.
Thanks - LF
Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
14-11-2019 11:22 AM
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Yesterday I was able to pay my bill & it was correct!! Fingers x for next month!
Thanks again for all your help sorting out this problem.
Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
14-11-2019 2:53 PM
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Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
14-11-2019 3:31 PM
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Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
14-11-2019 4:25 PM
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Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
14-11-2019 6:34 PM
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You really are the best. Is there any way that I can express my thanks to your senior management because without your assistance I would be tearing out the few remaining strands of my hair!!
Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
15-11-2019 9:49 AM
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Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
11-12-2019 11:58 AM
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I see that my bill is again incorrect. I assume that, as promised, someone is adjusting it to the correct amount before my credit card is charged?
Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
11-12-2019 4:35 PM
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Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
11-12-2019 5:06 PM
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Many thanks. I have replied & expressed my disbelief at this ongoing shambles. As I say in my reply I have also contacted the Daily Mail as they reported today on a similar case. Hopefully this may spur😩 your IT department to finally extract their digits!
Re: Wrong amount 4 months backdated bill actioned on direct debit with no chance to set up payment p
11-12-2019 6:54 PM
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Hi there @tijara33,
I understand your disappointment and apologise once again for the ongoing issue. I assure you that we do take your complaint seriously, it's not an ideal situation I know.
I'll keep monitoring this, as previously advised. We are working on this issue so hopefully will resolve it soon.
Let me know if you have any further questions.
Thanks - LF
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