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Direct Debit changes - A suggestion

pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: ‎26-11-2012

Direct Debit changes - A suggestion

PN - There have been many threads featuring customers who have changed DD details only to find that their next payment fails.  Often this is because they made the change within 10 days of the payment date.
I've just checked and there's no warning of the 10 day processing time on the DD change page in the Member Centre.  The page just has spaces for bank details and a reminder of the  Direct Debit guarentee.
Why not add a line that says something along the line of:
Quote
Warning - by clicking 'Continue' you will immediately cancel your current Direct Debit instruction and it can take up to 10 working days to set up the new replacement.  You are strongly advised not to proceed if your payment date is less than two weeks away and you do not have valid credit/debit card details stored on your account as an alternative method of payment

May prevent a lot of problems in the future!
4 REPLIES
kmilburn
Grafter
Posts: 905
Thanks: 2
Registered: ‎30-07-2007

Re: Direct Debit changes - A suggestion

If only they'd listen though...
As Jelv put it 3 months ago (clearly to short a period to add a simple piece of static text to a web page!!!  Roll eyes)
Quote from: jelv
The ONLY fault Plusnet have made (and this has been raised before) is not to put a big warning on the page where you set up the direct debit that at least 10 working days must be allowed for the DD to be set up and that any bills raised before it is fully set up will need to be paid by card.
Community Veteran
Posts: 3,751
Thanks: 437
Fixes: 6
Registered: ‎05-04-2007

Re: Direct Debit changes - A suggestion

Maybe because they'll hope people won't try and claim the £1.50 non-DD charge back Roll eyes
I don't know how much merchant fees are on debit cards (as a cheap example), but I assume that's a hefty mark-up then?
Community Veteran
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: Direct Debit changes - A suggestion

There should be a warning about the DD processing time - but I think this is normal for all DDs, irrespective of who the DD is with.
Community Veteran
Posts: 6,319
Thanks: 86
Fixes: 3
Registered: ‎08-01-2008

Re: Direct Debit changes - A suggestion

I'd like to add my agreement to all the above (if it makes any difference).
Plusnet are mostly a decent supplier but their handling of DD changes seems terribly protracted compared to most other suppliers, I think the 'new billing system' will sort this out but it does appear to be causing a lot of trouble in the mean time.
If I changed my bank I think I'd have to plan it around my Plusnet billing date rather than any other consideration.  Shocked
Call me 'w23'
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