Charged despite having a direct debit set up

[kelseyhutton38]

Essentially I had a DD set up(around £24 for monthly bill) last payment taken in jan as per my banking app, I had another random amount set up as another DD (£9) which I cancelled via my banking app. 
I received emails saying that I’ve cancelled my DD and to set up a new one, but double checked that my normal DD was still set up to take payment.

Following the normal payment day I received a charge on my account to say that I’ve missed the payment deadline and have been charged £12.50. I’ve spoken to someone already (and sent screenshots showing the correct direct debit was set up as well as sufficient funds on the date of payment) who said they’d resolve it but it’s still showing on my account. Has anyone experienced this before?

As an aside, I’ve never had lost connections for significant periods of time until the last week where I’ve set up to switch providers. Both instances of my broadband disconnecting and having to log in to fix a fault have both occurred in the 2 days following a BB switch. I’m not a conspiracy theorist but it’s a bit odd as I’ve never had issues in the past. Is it because I won’t answer the 5 phone calls I get a day to convince me to stay so they force me to log in instead? Hmm

[kelseyhutton38]

Had a look back through bills and it was definitely paid to TalkTalk so hopefully someone can resolve. The cancelled DD aside, I had an active direct debit that they had taken money from in the previous 3 months without issue so I’m unsure why they no longer attempted to take payment from my live DD.

thanks for your help anyways! 

[ferguson]

OK, thanks for clarifying. Sadly, the support team here do not have access to Shell legacy accounts. You will need to reach out directly to customer services. Be sure to make clear that you need to speak to the Shell Migration team. General contact details and opening hours can be found here:

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

[kelseyhutton38]

Yeah, not entirely sure why. The deleted DD hadn’t been paid since November and was a one off payment - I think it’s because I was moved from Shell to TalkTalk and was likely a bridging payment to cover a period between the two(?) which is why I felt confident in deleting it. I’ve had a correct direct debit set up since November however come February, they state they were unable to take payment as I’d deleted the direct debit (I hadn’t) and thus charged me a penalty for non payment.

I’ve now arranged a switch to a different provider and have began getting connectivity issues for the first time since had my router, circa 7 years (post office, then shell and now talk talk) which have only arisen when I have switched.

thanks!

[ferguson]

Can you clarify a couple of points please? You had more than one Direct Debit set up for your TalkTalk bills, how and why so? And you have now switched to another provider?

The support team here will pick this up as soon as they can when they are back online from Monday, make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account.