Direct debit has not come out, despite having the money in the account

[AlfieandAimee]

My direct debit is due to come out on the 17th of every month, I have the money in the account but for some reason there has been no attempt to take the money. Is there a reason for this as I don’t want to receive a late payment charge when the money is there now?

[Arissa_H]

Hi AlfieandAmiee 👋🏼.

Thank you for posting and welcoming you onto our community forum with big virtual arms 🤗.

Sorry to see the direct debit has not been taken out when you initially planned ☹.

What does it say when you log into our app, as there should be a date which you can view to know when your bill is due.

I can take a look into this for you and see what has happened.

Before I can investigate 🧐I will have to private message you.

Watch out for the envelope ✉.

Thank you. 

[SaraSAN]

Hi,

I have the same problem. Mine was supposed to be taken on October 17 but the money is still in my bank account.

Online it says paid. I am confused. 

[Grez77]

I have had the same problem direct debit not taken on the 17 of October as the other 2 posted above. After a phone call to try to rectify the situation which was unsuccessful I finally after 2 attempts on webchat a agent seems to have rectified the issue and the payment was took out of my account today 4 days late. Looks like there could have been a problem with the payments due on the 17th.

[Arissa_H]

Hi SaraSAN 👋🏼.

Thank you for posting, welcoming you back to the community forum 😊.

Sorry to see your having issues with the direct debit being taken out too ☹.

What happens when you sign into your online account by our website or app does it show you still have an outstanding payment?

Let us know we want to help. 

[Arissa_H]

Hi Grez77 👋🏼.

Thank you for posting, welcoming you back onto the community forum  😊.

Sorry to see there may have been a delay on taking the payments ☹.

Glad to see it has been taken now, it can take up to 5 days for the payment to be collected.

Always know you can keep an eye out on your bills by signing onto our online account or by our app.

Thank you.

[Grez77]

Hi Arissa,  I would like to think this will be a one off problem and next month my direct debit will be taken on time as it has for the last 14 years with no problems, it has been a painful experience trying to rectify the problem and get the money taken from my account. 

Thanks 

[carl_pearce]

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@Grez77 wrote:

Hi Arissa,  I would like to think this will be a one off problem and next month my direct debit will be taken on time as it has for the last 14 years with no problems, it has been a painful experience trying to rectify the problem and get the money taken from my account. 

Thanks 

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I've seen several users posting the same issue, so not sure how many customers it affects (Mine came out ok today).

[BenW0NG]

Hi Arissa, I have the similar problem. I started to use the boardband service since 13th Dec 2023, but I have not been charged yet. (I have set up my Direct Debit, and there is enough money for process the payment) May I know what I should do?

[Kath_P]

Hi BenW0NG, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

This is something we can certainly check for you, it's normally nothing to worry about as your first bill is usually around a month after you've joined. In order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,