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?
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.
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.
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.
Hi Arissa
I have recently had the same issue. My direct debit was returned to my bank account, and now i have been slapped with a late fee & lost my promotional interest free rate. Not impressed at all!! Please help me sort this out as i have been waiting weeks to hear back
Thanks for reaching out to us HenryBrant and a very warm welcome to our Community Forums!
Sorry to hear of the issues you've been experiencing with the direct debit not being taken from your bank as expected.
Can you please confirm if you have since been able to discuss this with your bank at all?
We wouldn't seek to not take a direct debit from a customer unless this has been prevented by either the bank or a customer, so would encourage you discuss this with your bank, if you haven't already.
Thanks,
David_Bn
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.
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.
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
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?
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,
Hi BenW0ng,
Thanks for sticking with me via private message.
I'm happy that I was able to help and put your mind at ease. If you have any further queries or questions, pop back and let us know.
Many thanks,
