Recurring card payment didn't work, I had to use a manual payment

[dcwt2010]

My bill was due on the 16th Aug but I didn't see the email till day after. I had set up the recurring card payment the month before but somehow it seems this isn't automated? I paid the bill manually today but will I get the £12.50 admin charge for a failure on TalkTalk's part? The system should have billed the card automatically, otherwise why call it a recurring card payment?

[Arne-TalkTalk]

Hi dcwt2010

Your direct debit only became active on the 14th, your payment date is the 13th, so it will be fine for next months payment. 

Regards

[ferguson]

Yes, but the bank takes time to authorise it. 

[dcwt2010]

But I got an email on the 9th September that it had been setup? Surely they should make it clearer??

[ferguson]

It generally takes 14 days for a Direct Debit to be authorised. 

[dcwt2010]

Ok, I added in my direct debit details and got an email confirming it was ok last week. However, I just got a warning email and alert on my Talktalk account that I am behind on my payment. How is it my fault when Talktalk don't talk payment that I have authorised???

[Arne-TalkTalk]

HI dcwt2010

I can confirm you haven't double paid, only 1 payment was taken. 

Thank you.

[dcwt2010]

Thanks Arne.

Can you confirm if I've double paid? I did a manual payment with a different credit card just in case there was an issue with the one entered on the system

Kind regards 

[Arne-TalkTalk]

HI dcwt2010

Just to confirm ,the payment went through on the 18th, there wont be a admin fee for late payment. 

Regards

[Gliwmaeden2]

With so many contactless payments which tend not to trigger receipts these days, and "pending payments" being nonspecific about what they are, it can be easy to lose track, @AllyM.

I've often had a panic until mentally retracing steps reminds me!

But this customer is also worrying about the possibility of a late payment charge, so it's worth getting that checked anyway. 

[AllyM]

Can you not see from your card accounts what payments have gone through?

I can see if a Debit card payment has gone through on my internet banking as it shows up in a "pending" payments section immediately after I've made a transaction, even though it doesn't get added to the main statement page until 2 or 3 days later.

With my Credit card, the "available credit" balance reduces immediately after a transaction, so I can get a good idea that it has gone through before it appears on the statement a few days later.

[dcwt2010]

Thanks for the suggestion. I am OK to wait till Monday, hopefully it will be resolved. If I double paid then I hope it gets added as credit! Worst case, they'll have to arrange a refund.

[Gliwmaeden2]

Staff will not be back till after the weekend now, @dcwt2010.

Better to call them tomorrow  / Chat so that it doesn't hang over you?

03451 720088 after 9am. 

[dcwt2010]

Hi there, 

I have updated my talktalk tel number on my profile.

If you could let know, hopefully there hasn't been a double payment but the warning email did say there would be an admin fee if it was late so I didn't want to take any chances.

Kind regards

[Arne-TalkTalk]

Hi dcwt2010

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

[Gliwmaeden2]

It should have gone through automatically, @dcwt2010.

 

There's a chance that it might just take a day or two to show as cleared?

Often with supermarket shopping I notice a payment shows up with a different date from when I used my card because their systems take a while to update. 

Similarly, if you pay HMRC: they say they treat the day you do the transaction as paid, but that it will take c 3 days to show in your self-assessment statement.

So there's just a chance that you may now have paid twice. 

For staff to check what happened, please add your Talktalk landline number/account number to your Personal Information. 

Go via your avatar/name; settings. SAVE CHANGES. 

Staff will respond during the week, Monday to Friday.