topic Re: Recurring card payment didn't work, I had to use a manual payment in Billing

Recurring card payment didn't work, I had to use a manual payment

dcwt2010 — Thu, 17 Aug 2023 23:14:35 GMT

My bill was due on the 16th Aug but I didn't see the email till day after. I had set up the recurring card payment the month before but somehow it seems this isn't automated? I paid the bill manually today but will I get the £12.50 admin charge for a failure on TalkTalk's part? The system should have billed the card automatically, otherwise why call it a recurring card payment?

Re: Recurring card payment didn't work, I had to use a manual payment

Gliwmaeden2 — Fri, 18 Aug 2023 00:20:56 GMT

It should have gone through automatically, @dcwt2010.

There's a chance that it might just take a day or two to show as cleared?

Often with supermarket shopping I notice a payment shows up with a different date from when I used my card because their systems take a while to update.

Similarly, if you pay HMRC: they say they treat the day you do the transaction as paid, but that it will take c 3 days to show in your self-assessment statement.

So there's just a chance that you may now have paid twice.

For staff to check what happened, please add your Talktalk landline number/account number to your Personal Information.

Go via your avatar/name; settings. SAVE CHANGES.

Staff will respond during the week, Monday to Friday.

Re: Recurring card payment didn't work, I had to use a manual payment

Arne-TalkTalk — Fri, 18 Aug 2023 07:25:44 GMT

Hi dcwt2010

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

Re: Recurring card payment didn't work, I had to use a manual payment

dcwt2010 — Fri, 18 Aug 2023 15:26:17 GMT

Hi there,

I have updated my talktalk tel number on my profile.

If you could let know, hopefully there hasn't been a double payment but the warning email did say there would be an admin fee if it was late so I didn't want to take any chances.

Kind regards

Re: Recurring card payment didn't work, I had to use a manual payment

Gliwmaeden2 — Fri, 18 Aug 2023 19:24:26 GMT

Staff will not be back till after the weekend now, @dcwt2010.

Better to call them tomorrow / Chat so that it doesn't hang over you?

03451 720088 after 9am.

Re: Recurring card payment didn't work, I had to use a manual payment

dcwt2010 — Fri, 18 Aug 2023 22:07:11 GMT

Thanks for the suggestion. I am OK to wait till Monday, hopefully it will be resolved. If I double paid then I hope it gets added as credit! Worst case, they'll have to arrange a refund.

Re: Recurring card payment didn't work, I had to use a manual payment

AllyM — Sat, 19 Aug 2023 08:56:02 GMT

Can you not see from your card accounts what payments have gone through?

I can see if a Debit card payment has gone through on my internet banking as it shows up in a "pending" payments section immediately after I've made a transaction, even though it doesn't get added to the main statement page until 2 or 3 days later.

With my Credit card, the "available credit" balance reduces immediately after a transaction, so I can get a good idea that it has gone through before it appears on the statement a few days later.

Re: Recurring card payment didn't work, I had to use a manual payment

Gliwmaeden2 — Sat, 19 Aug 2023 10:29:15 GMT

With so many contactless payments which tend not to trigger receipts these days, and "pending payments" being nonspecific about what they are, it can be easy to lose track, @AllyM.

I've often had a panic until mentally retracing steps reminds me!

But this customer is also worrying about the possibility of a late payment charge, so it's worth getting that checked anyway.

Re: Recurring card payment didn't work, I had to use a manual payment

Arne-TalkTalk — Mon, 21 Aug 2023 11:17:12 GMT

HI dcwt2010

Just to confirm ,the payment went through on the 18th, there wont be a admin fee for late payment.

Regards

Re: Recurring card payment didn't work, I had to use a manual payment

dcwt2010 — Mon, 21 Aug 2023 12:00:17 GMT

Thanks Arne.

Can you confirm if I've double paid? I did a manual payment with a different credit card just in case there was an issue with the one entered on the system

Kind regards

Re: Recurring card payment didn't work, I had to use a manual payment

Arne-TalkTalk — Mon, 21 Aug 2023 13:31:23 GMT

HI dcwt2010

I can confirm you haven't double paid, only 1 payment was taken.

Thank you.

Re: Recurring card payment didn't work, I had to use a manual payment

dcwt2010 — Mon, 18 Sep 2023 17:35:22 GMT

Ok, I added in my direct debit details and got an email confirming it was ok last week. However, I just got a warning email and alert on my Talktalk account that I am behind on my payment. How is it my fault when Talktalk don't talk payment that I have authorised???

Re: Recurring card payment didn't work, I had to use a manual payment

ferguson — Mon, 18 Sep 2023 17:57:33 GMT

It generally takes 14 days for a Direct Debit to be authorised.

Re: Recurring card payment didn't work, I had to use a manual payment

dcwt2010 — Mon, 18 Sep 2023 18:03:22 GMT

But I got an email on the 9th September that it had been setup? Surely they should make it clearer??

Re: Recurring card payment didn't work, I had to use a manual payment

ferguson — Mon, 18 Sep 2023 18:09:30 GMT

Yes, but the bank takes time to authorise it.

Re: Recurring card payment didn't work, I had to use a manual payment

Arne-TalkTalk — Tue, 19 Sep 2023 07:16:13 GMT

Hi dcwt2010

Your direct debit only became active on the 14th, your payment date is the 13th, so it will be fine for next months payment.

Regards