Direct Debit Payment Not Yet Taken

[#1]

Ah right so it does seem like an issue as I have asked a couple of my colleagues about this and they have customers who have the same. I will chase this up and find out what's going on.

[#2]

Elsewhere Adam is on the case - please see SU escalation board.

[#3]

Yeah Adam has just told me. We've raised it now

[#4]

Nothing gone out today, so unless the DD request has already been sent or is going to be sent today it'll probably end up as a late payment.

[#5]

No. Payment has still not been taken from my bank account yet.

[#6]

I have had exactly the same issue - except I am in Tobago and can’t get a signal which is why I found out that the DD had not been taken on 23 December. I’m
Beginning to wonder if this is why I can’t get mobile service but as I have no
Mobile service I can’t calll them….

[#7]

I've just had this as a text so hopefully we are sorted:

Due to an error in our systems, your Plusnet Mobile Direct Debit was not taken on the planned date in December, this will be collected on 10/01/2023. Please don't worry, your mobile service will continue as normal and payments will be collected on the planned date following this.

[#8]

Thank you for this but NO I am in Tobago and I have NO mobile service.
I have Data roaming on, I have tried removing sim and replacing. Adam walker thought it might be that for some reason the international setting has been switched off. Your website does NOT say that there is no service in Tobago. All the masts are working as everyone else on the island except my husband and I have mobile service. I can see the local networks Digicel and TTNS and have tried to connect manually..,,

[#9]

Good to hear that the DD processing issue has been resolved.

I have asked the kids to split off the non-service overseas. That and the DD processing delay are unlikely to be related.

[#10]

Thanks I’ve been trying to get this sorted for 3 days now and wouldn’t have realised they weren’t related issues, so thanks for your help!

[#11]

I have asked the kids to split off the non-service overseas. That and the DD processing delay are unlikely to be related.

@Townman normally I would agree, but the original thread https://community.plus.net/t5/Mobile/No-mobile-service-in-Tobago/td-p/1903917/page/2 suggested that Plusnet staff thought the bank details on the account had changed ( when they hadn't)

Seems a bit too coincidental to me...

[#12]

MODS - please forgive my phone keyboard typo!!!

[#13]

Had the same text so looks like it’s all resolved. Thanks for the help all! 😄

[#14]

Yes that was why I was worried that there might be a connection as I couldn’t understand why they didn’t recognise my ( unchanged) bank details … anyway still nothing from Plusnet about my issue of having no mobile connection and if I don’t get this by tomorrow I won’t be able to verify
My Apple ID so will have to start that whole rigmarole From scratch too…..

[#15]

Looks like it is all sorted now. Payment went out this morning, as per the revised texts we all received. Thank you for help.