Can't change bank account to pay direct debits

[FinnT]

I only use TalkTalk for webmail. I pay an annual one-off £50 fee for this by direct debit, and I've been trying without success to change the direct debit over to a new bank.

The website tells me I can do this online on the 'bills and payments' page, but that page doesn't load either on my PC (Microsoft Edge browser) or on my iPhone (Safari).

I can't speak to TalkTalk as the automatic answering service does not give any options for webmail-only customers so I run into dead ends before being cut off.

I have tried the web chat twice - one directed me to the online page that doesn't load, and the other told me to phone.

I then sent a complaint by email which I thought/(hoped?) would be read by a human and replied to. An immediate automatic reply was generated suggesting all the things I've already done.

I could by-pass TalkTalk by contacting my bank directly to stop the DD, and then set up a new DD by posting a manually completed DD mandate to TalkTalk.

Any thoughts would be appreciated. 

[ferguson]

That is good to see. Bear in mind the following advice from https://www.directdebit.co.uk/help/setting-up-a-direct-debit/:

You’ll receive written confirmation of your Direct Debit Instruction within three working days of the telephone call or online sign up , or no fewer than 10 working days before the first collection. You should check the details and contact the organisation you're paying if you have a query.

[FinnT]

I just spoke to a nice-sounding guy in customer service who took my new bank details and told me that he has set up the new DD. Assuming that all went through ok (it hasn't appeared on my bank app yet but that is understandable) my issue has been resolved. TT have closed my complaint.

In the end, the route to the right person was raising a complaint, then following it up in the live chat where an agent arranged for a complaints manager to call me straight away - and that manager transferred me to customer service who fixed the issue. The fix took about 2 minutes

Thank you to all on here for your support, especially Ferguson and Arne who gave practical assistance in elevating this issue.

[FinnT]

Thank you Ferguson. That's understood.

[ferguson]

OK, done. But they won't be back online until Monday. 

[FinnT]

Short story is, this is still not resolved. This is not the place for the long version (i.e. rant). Please can you re-escalate with the support team.

Thanks.

[Arne-TalkTalk]

Ok fingers crossed.

[FinnT]

Hi Arne. Call from complaints manager has been rescheduled till tomorrow. Hopefully will sort then. I will put updates on here.

[Arne-TalkTalk]

OK Keep us updated. 

[FinnT]

Hi Arne. No, not resolved yet. I am expecting a call from a complaints manager at 3 pm today and I am hopeful that my issue can be resolved then. I will post an update on here when I have one.

[Arne-TalkTalk]

HI FinnT

Did you manage to get this resolved ?  Customer services should be able to update your bank details via phone in the billing system, I have been able to replicate the fault at our side so have logged a fault with My Account. 

Sorry for any inconvenience caused.

[ferguson]

Ah, you're welcome, I hope you get it sorted soon one way or another. 

[FinnT]

Thanks. I've now received a long email from customer relations which suggests that I try all the ways of resolving this issue that I've already tried. However, it goes on to say that a complaint reference number has been set up and that I will hear from my dedicated complaints manager in the next 3 working days. So here's hoping and I'll post any developments on here.

Thanks for all your help, Ferguson.

[ferguson]

It can be a couple of working days or so, depending how busy they are. Please rest assured this is awaiting their attention.

[FinnT]

Still nothing from the support team. How long does it usually take to get a response? 

[ferguson]

@Pateybfc 

Several. You can contact customer services directly, although they will be closed now. Or start your own topic and the support team will try to help. 

[FinnT]

Great, thanks 😊 

[Pateybfc]

Is there any humans i could speak to from  talk talk ?

[ferguson]

Sorry that you haven't had a response yet, I have re-escalated this for you. 

[FinnT]

It would be great to hear from the support team..........

[ferguson]

The support team will advise when they are back online from Monday.