topic Repeat rejecting debit card payment in Billing

Repeat rejecting debit card payment

yimkc — Wed, 17 Apr 2024 14:47:13 GMT

I received an email saying recurring payment rejected due to debit card expired in Feb. I immediately paid online using new debit card and everything went through without issue except the surcharge £12.5. With help from support, this has been waived.

It happens again in Mar payment. I found there are 2 cards listed in the payment page with the old card as default. So I paid manually again and removed the old card from the list. No surchage.

However, for Apr, I received the same email saying my payment rejected. I have checked my account and only the new card is listed. I am sure there is sufficient fund in the bank when the recurring payment was initiated. I have no idea why there was rejection as no information was provided. I don't want to setup DD but prefer to use debit card payment.

Can support take a look on this?

Re: Repeat rejecting debit card payment

Arne-TalkTalk — Mon, 29 Apr 2024 11:22:49 GMT

Hi yimkc

Sorry that you are having problems, Did you manage to make a one off payment ?

Re: Repeat rejecting debit card payment

yimkc — Mon, 29 Apr 2024 11:28:12 GMT

Yes. I can use my new card for one-off payment. I just don't know why the recurring payment with new card was not working.

Luckily, the latest "late" payment didn't incur charge.

Re: Repeat rejecting debit card payment

Arne-TalkTalk — Mon, 29 Apr 2024 12:07:20 GMT

I will chase this with the billing team , I've seen a few similar issues for other customers.

Re: Repeat rejecting debit card payment

yimkc — Fri, 10 May 2024 12:42:57 GMT

@Arne-TalkTalk I received payment request again. I have paid it manually using the saved card which is also the recurring payment method. Not sure why the automation failed.