Why has my Direct Debit failed after transfer from Shell and Octopus Energy accounts ?

[TonyGB(]

I have broadband service that was automatically transferred from Shell Energy BBand through to TalkTalk this year.  An email received from TalkTalk on 12 July 2024 stated that during the transfer from Shell Energy BBand stated . "For total convenience, you'll carry on paying using your chosen payment method.   There is no need to cancel your Direct Debit, we'll automatically transfer it over to us."

 Today 29 Aug 2024 I received an overdue payment request for an August 23rd generated bill and a declaration of  “Because your payment didn't go through on time, we've had to add a £12.50 admin fee to your next bill. To stop this happening in future always make sure your payment reaches us by the due date shown on your bill."   

After such a statement what is the cause of the Direct Debit failure ? The automatic transfer obviously wasn't successful with my account so why haven't I been informed before issuing a potential excess  charge ?   

My experience with the apparent lack of TalkTalk in communicate issues before adding excess fines  to an account is not one that one I appreciate.  Direct Debit facilities for Shell BBand are still active for the foreseeable future according to my bank account so TalkTalk promises of automatic transfer have apparently failed in my case.   

My last Shell BBand Direct Debit was taken on 22 July which was well part within the  transition period from Shell  to TalkTalk .  

Communications accuracy and its breakdown obviously needs investigation when addressing TalkTalk communications business.  Advice as to steps that involve guaranteed payment via Direct Debit and wavering of increased admin fees would be appreciated and in light of the 12 July 2024 email I would appreciate answers as to what is the cause of the TalkTalk Direct Debit failure with my account ?  

Tony

[Arne-TalkTalk]

@babybec we have been advising customers to make a one off payment for this issue, you may also need to set up the direct debit again.

[Gliwmaeden2]

@babybec, please return to the message board and click on start a topic to begin your own thread. 

It's important to do this in order not to muddle customers' accounts or cause confusion.

You need to make it very clear in your post if you are a former Shell Customer. 

Also, if that's the case, when you phone 03451 720088, you should be asking to speak to the Shell Migration team, not just the usual billing team.

Please also indicate in your own topic whether you have tried to make a one-off card payment, as this is required if the DD system seems not to be working. 

[babybec]

This has happened to me too, they are still trying to apply extra charges. I am a vulnerable customer. Their phone support is abysmal, I have been left in tears of frustation trying to fix this

[Arne-TalkTalk]

Hi @TonyGB(

The direct debit instruction is showing as pending, 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. 

The first bill is always higher due to the charges from the switch upto the bill date then the advance charge. 

Sorry for any inconvenience caused 

[ferguson]

Well, they apparently have a dedicated team to support Shell transfer customers, ask for them via the usual contact channels, details and opening hours are here:

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

Otherwise, the support team here will pick this up, hopefully tomorrow and may be able to advise further. 

[Gliwmaeden2]

These are the only details we have, @TonyGB(:

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

It's the Shell Migration team that you need to speak to. 

Details of hours are in the link, near the bottom. 

[TonyGB(]

Ferguson,

Thanks for your quick response.  

Could you suggest  a direct contact with TalkTalk’s admin department along with their operation hours.   Trawling through the TalkTalk website doesn’t provide an easily spotted one.

[ferguson]

Sadly this has happened to a number of customers in your situation. You will not be charged any admin fees as a result of TalkTalk failings.