Shell Energy to TalkTalk direct debit failure

[janellebee]

In July I was migrated from Shell broadband and was informed that I didn't need to do anything and that all details would transfer automatically. Today I got an email stating that my bill hasn't been paid and a £12.50 charge will be added to my account for late payment.

TalkTalk has failed to collect the direct debit and to notify me in time that something needs to be done, this is not a problem on my end and therefore I won't be paying the £12.50 fee. 

[Arne-TalkTalk]

No because there is no direct debit active at this point. 

@QuietQuiet Please stop spamming other customers threads.

Thank you.

[QuietQuiet]

> we are are asking in the meantime to make a one off payment this month either online or over the phone.

Doesn't this break the Direct Debit Guarantee?

[Arne-TalkTalk]

Hi @janellebee

We can only apologize 

The direct debit instruction is showing as pending on the account, this is an issue we are aware of , You will NOT be charged an admin fee, we are are asking in the meantime to make a one off payment this month either online or over the phone. 

Sorry again.

[Gliwmaeden2]

They won't take the £12.50.

They know it's their own bungle but unfortunately persist in sending out alarming generic emails. 

You do, however, need to make a one off payment to cover the bill for this month.

The team to speak to about it is the Shell Migration team:

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

Forum staff are on here Monday to Friday, daytime, finishing by 5pm.