topic Re: Direct debit fails so need to switch back to paper bill payments in Billing

Direct debit fails so need to switch back to paper bill payments

ozgul_2024 — Fri, 15 Nov 2024 08:29:17 GMT

Nobody available from Help chat system to discuss and assist with reverting back to paper billing and payments.

Direct debit arrangement fails so cannot use thus option at the moment.

Re: Direct debit fails so need to switch back to paper bill payments

Gliwmaeden2 — Fri, 15 Nov 2024 09:12:26 GMT

It's possible to switch to paper billing via settings in My Account, @ozgul_2024.

But if it's simply that the set up Direct Debit doesn't work, you could just use another payment method, rather than adding the cost of paper billing monthly:

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

Live support via 03451 720088 or Chat doesn't open till 9am, so you would have been too early for them this morning.

Re: Direct debit fails so need to switch back to paper bill payments

ozgul_2024 — Sat, 16 Nov 2024 17:57:03 GMT

@Gliwmaeden2

Have tried contacting througout the day with the same endless wait/queuing, still without contact.

Like Direct Debit option, online or telephone payments cannot be fulfilled using bank account.

Payment preferences does not provide method to cancel the Direct Debit in order to revert to other payment methods

Current option open is to switch back to paper billing and paypoint payments but TalkTalk account dashboard doesn't provide option to self-maintain now that Direct Debit is setup as 'active' payment method so requires staff intervention.

Although dashboard shows paper billing, no paper bill received and wasn't expected since Direct Debit was setup.

Paymen preferences (unchanged)

Re: Direct debit fails so need to switch back to paper bill payments

Gliwmaeden2 — Sat, 16 Nov 2024 18:58:48 GMT

If Direct Debit is not functioning properly, the usual recommendation is to make a one-off card payment, @ozgul_2024.

Do you have a card associated with your bank account?

Similarly, over the phone, simply use the card details:

You shouldn't have to use paper billing to get these methods to work, as you only need it if it's your preferred way of reading bills or to use the paperwork to pay by cash / cheque.

Having DD set up wouldn't preclude you receiving paper bills.

Paper bills are just an optional way of receiving the information and detailed breakdown of the invoice.

If you are having difficulties working it all out, try the Chat support option, @ozgul_2024.

They'll be open 9am - 7pm on Sunday and till 9pm on weekdays.

Staff are not on the forum at weekends and not actually every day of the week, so it could take a while to get a response from them.

Here's the link for trying Chat during the day:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Let us know how you get on.

The whole thing may have been complicated by (1) My Account often has faults with how it functions anyway....& (2) getting close to a payment deadline, allowing enough days for money to clear & (3) what is the nature of the Direct Debit problem?

Ex Shell customers had an issue with DD and were told to make one-off payments by card.

Similarly the recurring card payment option has not been working for some months, so has to be made in one-off payments.

If you are ex Shell, you need to ask to speak to the Shell Migration team to untangle all of his.

Re: Direct debit fails so need to switch back to paper bill payments

Gliwmaeden2 — Sat, 16 Nov 2024 18:56:36 GMT

The DD doesn't need to have been cancelled for other payment options to be used.

If it's not working, you won't be charged twice anyway.

If it's working, you'll get the warning about paying twice if you are within 3 working days of the due date.

Re: Direct debit fails so need to switch back to paper bill payments

Arne-TalkTalk — Wed, 20 Nov 2024 13:06:19 GMT

Hi ozgul_2024

You will need to call us ( 03451720088 ) and ask to speak to the Shell migration team they will be able to help.

Regards