Direct Debit

[Nashota]

Hello,

I'm new to TalkTalk, I just signed up for my online account today and noticed a couple of errors with regards to my name, I managed to resolve one of the issues via webchat but the other was to do with my direct debit, I've tried twice by webchat to have my name corrected on the DD but it's still not been resolved.

I am unable to call due to me having certain health conditions that make it difficult for me to use the phone. Does anyone have any advice, please?

Thanks in advance.

[Nashota]

Just as I said, they money came out of my bank account, I requested a refund which is apparently going to take 3 days for someone to email me about and then another 7 on top of that to receive the money.

I'd very much appreciate it if one of support could help me with this as I said, it was money for other bills that was taken and I don't really want to have to go and ask someone to loan me money in the meantime.

[Philile-TT]

I am really sorry that you had experienced this, I understand the stress it has caused you. 

-Phili 

[Nashota]

Ok, thanks. It's a shame it happened in the first place.

[Philile-TT]

I understand your concerns, you can also do an indemnity claim with your bank, and you will receive back the funds sooner than the 7 days. The issue at hand here is that the funds will only reflect in 24 hours once payment has been confirmed.   

-Phili

[Nashota]

Which apparently takes 7 days so therefore I'll have no money for my other bills.

The money has left my bank account.

[Philile-TT]

Kindly be advised that the payment was attempted today and if they direct debit was successful it will only appear in 24 hours. We can then process refund if payment was successful. Thanks.

-Phili 

[Nashota]

TalkTalk have taken another payment and have left me with no money for my other bills, I paid the bill yesterday as advised via debit card, it showed as paid in my account and I then set up a DD, a second payment has now been taken.. I would very much appreciate it if the second payment was refunded, please.

I've just seen a message saying it's still processing and I can't request a refund yet which means I have zero money for the other bills that are due out of my account next week... not very happy at all.

[Philile-TT]

HI there @Nashota your current payment date is on or about the 11th of each month, would you like to change that? 

-Phili 

[Gliwmaeden2]

@Nashota, the bill will almost always arrive on the same day each month.

There's a minimum number of days before Talktalk can take the Direct Debit, but it does vary by a few days, depending on weekends, Bank Holidays etc, so expect some variation around the date.

[Nashota]

Ok, I'll make a payment with my debit card, thanks for keeping an eye on it and letting me know.

Will the DD still come out on the 9th of each month? That would be my preferred date.

[Arne-TalkTalk]

Hi @Nashota

Ok , unfortunately the direct debit hasn't been taken, so we will need to re-set it up, this can be done via My Account. 

Obviously its an issue at our side, so I will cancel it here. and as an apology will put a £10 credit on the latest bill , if you can make a one off payment fore the reaminder. 

The new direct debit will be ready for next month.

Any problems let men know.

[Nashota]

Ok thanks 🙂

[Arne-TalkTalk]

Give it till tomorrow. ill check then, if it fails (again no indication that it will ) i will let you know.

[Nashota]

Hi Arne,

I've checked my bank account but the money for TT is still there.

Thanks.

[Arne-TalkTalk]

Hi Nashota

Your direct debit is due today (9th) so we can check in 24 hours.

There is nothing on the account to show it will fail. 

Regards

[Gliwmaeden2]

@Nashota,

If you go via your avatar; settings; Personal Information.....towards the end of that area, in Private Notes, add your name exactly as it should be showing for the Direct Debit. SAVE CHANGES [you need to scroll a bit further to find the blue button for this].

[Nashota]

The name hasn't updated in my TT account for the DD, so I don't know what's going to happen when TT try and take a payment? I don't understand why the person I spoke to from TT entered it the way that they did.

[sabelo-TT]

@Nashota , thank you for this feedback and we do apologise for any difficulties you went through with resolving this matter. 

Do you still need to update your direct debit details registered to your TalkTalk account? 🙂 

[Nashota]

I just thought I'd update this.

So after some messing about a support person on the VM forums finally dmed me, he looked into everything and once I again explained to him that it was a new line not a switch over etc went away and came back and acknowledged that we hadn't used VM since the day after we had the new line installed (something kept connecting to it so I turned the wifi off on it), he offered to bring the line disconnection forward to the 08/04/2025 (today) and said that I'd receive a refund and would only be charged for I believe the one day.

The services appear to be now terminated. I don't know why they couldn't have done this when I spoke to them via webchat instead of trying to make me wait 30 days and charging me, the mistake was between VM and TT, not me.

At least it seems to be sorted now, I just need to wait for the refund.

[Arne-TalkTalk]

Hi Nashota

I have requested a bag to be sent to you ASAP. 

Regards