Continued recurring card payment issues

[masonic0804]

I received an email on 9th July informing me about the issues with recurring card payments and that you'd be "unable to take recurring card payments for the next two months". This was the only communication I received about this issue and it stated a clear time limit for the issue.

I therefore made sure to make manual card payments for the following two months, I even did so for a third month to be on the safe side.

This month when I logged in to my account I could see my card details right there in my payment method and no indication that they wouldn't be used, so all indications were that the issue was resolved. However, logging in today I was presented with a warning that I had an outstanding balance on my account.

I have paid this immediately, and I hope this does not mean that you will attempt to charge me a late payment fee, as I think that would be very unfair.

Am I to take it that this is still an ongoing issue? If so, I think you should be updating customers by email to let us know, since that was how the issue was originally communicated.

[Arne-TalkTalk]

Hi masonic0804

I can see that a credit has been raised on your account. 

Regards

[masonic0804]

As feared, I have a late payment charge added to my next bill. Could this be reversed please?

Edit: I was able to get this reversed over live chat as a one-off.

[Arne-TalkTalk]

The issue is still ongoing, please continue to make one off payments until further notice. 

[masonic0804]

Ok, thanks for clarifying. I shall await an official response after the weekend about what this will mean for my account.

[ferguson]

Wait for the support team to pick this up as I said earlier, I doubt in the circumstances whether you will be faced with any late payment charges. 

[Gliwmaeden2]

I don't disagree at all, @masonic0804. There was no way you could assume that it would go on this long and it is extraordinary that Talktalk hasn't kept affected customers in the loop.

I stumbled across the change in the page when other customers queried the state of the situation. 

All I was doing was pointing you to the page with the latest information. You were not expected to know where to look if you hadn't been informed!

It probably didn't crop up before for you because you wisely made a one-off payment last month. Those who didn't went through all this back then.

[masonic0804]

@Gliwmaeden2 

The only thing I've been "specifically told" is that it would be for a period of two months, so I don't think I could have reasonably have been expected to make the assumption you suggest. Now I know I will switch to DD. I did have a good look around the main site for any indication of continuing issues. I have now found the page you've grabbed the image from within the community pages, but it really isn't good enough to quietly make this change after the initial personal notification.

But for the very clear email that it would only be for two months, I would not be in this predicament now and potentially facing a late payment charge being added to my next bill. I don't think that would be reasonable. You sound as though you disagree.

[ferguson]

As I said.

[Gliwmaeden2]

@masonic0804, assume that recurring card payments won't work until you are specifically told otherwise. 

The ways to pay page is the place to check. When people asked a month or two ago, they were told they would receive an email if normal service resumes.

It's getting very late in the year, but....

 

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

[ferguson]

There has been no change as far as I am aware, but the support team will of course advise when they are back online from Monday.