Billing Date

[simon17]

In My Account, the payment due date is (and has always been) the 5th of every month. Over the last few months, my direct debit has been taken on 4th July, 5th August, 29th August (September's payment?),  30th September (October's payment?) and will next be taken on or around 31st October (November's payment?).

Would someone please look into this and do whatever is necessary to return my payment to the 5th of the month instead of up to a week early? This is what it states on My Account and when it always has been.

Thank you very much.

[Gliwmaeden2]

@Sjsainsbury591,

If you need further help, please return to the message board and click on start a topic to begin your own thread. 

This is an old topic for another customer, and they start getting notification emails for the thread if someone starts posting on theirs - could annoy someone customers, particularly anyone with limited email storage available etc!

@Philile-TT, it's better to avoid addressing the issue for another customer on the same thread as an OP, to avoid confusion in the replies. 

[simon17]

Sorry @mandisa1-TT , I've only just seen your last message. Thanks for asking but everything else is fine.

[Philile-TT]

@Sjsainsbury591 thank you for your patience as advised earlier your payment date is on or about the 26th of each month, you are currently on billing cycle number 18 and for the month February the bill date is 25th this is also due to that February does not have 30/31 days. hence it moved earlier. Payments will be taken earlier due to bank holidays or weekends. 

[Philile-TT]

@Sjsainsbury591 Okay, let me look into it. 

[Sjsainsbury591]

I did check and it’s set for the 26th of each month and always has been as I get paid on that day. Can you ensure it is always set for this date unless it’s the weekend then I’m happy for you to take it a day early.

[Philile-TT]

Hi there @Sjsainsbury591 I will look into the reason the payment date was changed. Please note that the payment date is not always the same as advised on or about the 25th of each month. 

[Sjsainsbury591]

I’ve had this issue this month.  I get paid on the 26th and TT have taken the payment on 25th.  Luckily I had some money in my account.  Not sure why we are asked to set a date if it is not abided by. 

[mandisa1-TT]

You are most welcome @simon17 🙂
While I still have you online, I would like to confirm is there anything else that I can assist you with?

[simon17]

Thanks for your help with this @mandisa1-TT .

[mandisa1-TT]

You are most welcome @simon17 If you change your payment date to on or about the 8th or 11th, the payment will be take on or around those dates, not a week earlier than that date, unless the date falls on a weekend or holiday on that particular month.

[siphosethu-TT]

Hi there @simon17, yes that's correct, you'll will be billed a week earlier. 

[simon17]

Hi @mandisa1-TT , thanks very much for that. So if I change my payment date to, for example, the 8th or 11th, the payment will be taken a week earlier than that date?

[mandisa1-TT]

I have looked into your account and can see you are on Billing cycle 28 and there have been changes made to this billing cycle. Customers previously billed in the last week of the month on BC28 with payment taken in the first week of the following month, will now be billed around one week earlier. 

This is a permanent change, unlike previous changes due to bank holidays. We sincerely apologize for any inconvenience caused to you, however should you wish to change your date you can do so via your online my account and select the date most suitable for you.

[mandisa1-TT]

Hi there @simon17 I would love to assist you with your query, kindly bear with me while I look into your account:)

[simon17]

Hi @mandisa1-TT , you managed to sort out my payment date and return it to the 5th of the month rather than the end of the previous month so that it was taken on January 5th. However, February's payment was then taken on January 30th. Could you work your magic again please so that it goes back to on or around the 5th, which it always had been up until August last year.

Thank you very much.

[mandisa1-TT]

You are most welcome, should you encounter any issues like being charged a late payment fee if the 1st direct debit rejects, please chat back we will waiver the charge, Just make sure you have funds on your account for the second direct debit attempt which will be on the 8/12/2025. I have left detailed notes on your account, regarding this. Enjoy the rest of your day and take care @simon17 🙂

[simon17]

Thanks very much @mandisa1-TT for looking into this and @Gliwmaeden2 for your help too. 

[mandisa1-TT]

Looking into your account your payment date is still set to on or about the 5th of every month, the dates were brought forward in previous months due to banking holidays. We sincerely apologize for the inconvenience caused to you, I would advise please if you do not have funds on the account on the 28/11/2025 to please wait for the second direct debit attempt which will be on the 08/12/2025 and you will not be charged a late payment fee. However, I can assure you as from next month your payment due date goes back to normal and will be on the 5th of January 2025.

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 

Hi there @simon17 I will be looking into this for you.

[Gliwmaeden2]

Re-escalating this for you, @simon17.

It should be possible to reset the payment date yourself in My Account, though that then adjusts the number of days covered the first time you are billed of course.

The current bill cannot be adjusted.