topic Re: shell transfer dd fail in Billing

shell transfer dd fail

booth23 — Mon, 29 Jul 2024 14:39:40 GMT

Hi, despite assurances that transfer would be seamless, direct debit has failed followed by quite threatening e-mails requesting one-off payment. This contradicts a text message telling me that direct debit would be re-requested. I don't want to pay twice. This is not a good start to the service and I am angry to have received the e-mails and to be even having to bother contacting TalkTalk. I've also been hanging on the phone for call centre to no avail. I'm not confident with this confused start.

Re: shell transfer dd fail

Gliwmaeden2 — Mon, 29 Jul 2024 16:28:55 GMT

When a DD fails, Talktalk automatically mentions that it will be requested again.

The advice in all cases for migrated Shell customers on the forum is to make the one off payment by card, @booth23.

Please check through similar queries and answers in the billing section.

Talktalk tends to send out generic emails which don't help matters in this sort of situation.

Re: shell transfer dd fail

booth23 — Mon, 29 Jul 2024 17:01:33 GMT

thank you!

Re: shell transfer dd fail

Arne-TalkTalk — Tue, 30 Jul 2024 07:11:50 GMT

Hi booth23

There is a known issue with direct debits at the moment, which is being worked on by the shell team, in the meantime we recommend making one off payment this time.

Sorry for any inconvenience caused

Re: shell transfer dd fail

booth23 — Tue, 30 Jul 2024 10:38:59 GMT

Thank you. Shell team also need to be working on communication since the direct debit issue is a known problem. Abysmal customer service. Very disappointed.

Re: shell transfer dd fail

Eyemay — Thu, 08 Aug 2024 14:34:03 GMT

I’ve been advised that my DD is due 16th august, is the problem solved to take the payment. I dont want to make the payment then they take the DD as well. I’ve no faith in them at all. Never had a problem with other providers, the messages they have sent about the problem aren’t clear at all.

Re: shell transfer dd fail

Gliwmaeden2 — Thu, 08 Aug 2024 14:50:25 GMT

The notification for payment is issued as normal.

If you pay by card now, @Eyemay, it's far enough ahead of the DD for the money not to be taken twice.

You should really start your own thread for this issue to avoid any confusion. Go back to the message board and click on start a topic.

Make it clear that you are a Shell customer. There are several ongoing issues with payments at the moment....!

https://community.talktalk.co.uk/waystopay

Re: shell transfer dd fail

Arne-TalkTalk — Fri, 09 Aug 2024 09:11:10 GMT

If the balance is cleared then we wont make the request for the direct debit.