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My Direct Debit keeps doubling even though I've paid the monthly fee.

Just joined

So, first off, I want to say that I've already canceled my Direct Debit and am Never using it again due to this issue and an issue where the site keeps saying I've used up all my chances to change the date of the D/D, when I've never done so before.

The issue I'm posting about, is that because of a misallignment with when I get paid and when the D/D was due (D/D due on the 11th/12th, I get paid monthly on the 16th or earlier depending on weekends.) I always ended up having to pay the fee for my internet after the D/D failed, yet- when next month rolls around it says that the D/D failed and I have to pay for that failure.

I've tried calling, which got me nowhere, and it's gotten to the point where I had to pay nearly £100 this month for both the D/D and the regular Broadband bill. I've gotten no credit on future payments, no refunds, nothing. I've practically been getting robbed and, if this isn't intentional and there's a way to resolve it, I haven't been able to find it.

I've spent several hundred quid at this point trying to fix the issue, yet each time it just doubled the amount I need to pay next month if I paid it off after the D/D declined...


Forum Team
Forum Team

Hi @SoulOfWynter 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that you have faced this issue with your direct debit and the stress that this has caused. I appreciate that this issue has been frustrating. 

We are not able to assist with direct debits via the forums, however you can view how to make changes to them online here, or you can call 150/0345 454 1111 and select options 1 and 4 from the main menu to speak with our collections team.