migration from shell energy direct debit failure

[alsoangry]

migrated from shell talk talk assured me i did not need to take any action.recieved email saying direct debit had failed 19 july , i would have to pay £12.50 admin fee on my next bill, spoke to customer services thought the issue was sorted. got another email 29 july threatening to cut me off if i didn,t pay bill will send in dept collecters etc . why cant talk talk collect direct debits no issue with my bank do talk talk allways treat customers this way?

[Gliwmaeden2]

If you need specific help with this, @rjevans1975 and @Freded, please start your own thread. As long as you are ex Shell customers migrated to Talktalk the same answer should apply as above.

@Arne-TalkTalk has consistently told customers with this problem that the £12.50 is being waived (as it's a system issue at Talktalk's end) but you must pay the bill that triggers the problem by card payment meanwhile. 

[rjevans1975]

Same.. spoke to them on the 23/7/2024 via Live Chat so i've a complete record of what was said. Was told NOT to pay the outstanding balance and now they are threatening me. I will not be staying once my contract is up and I've also logged a formal complaint with OFCOM

[Arne-TalkTalk]

Hi @alsoangry

We are aware of the issue with Direct debits this month, the Shell migration team are working to resolve this issue ASAP , In the mean time can you please make a one off payment this month, either online or over the phone.   You will not be charged an admin fee nor suspended as the issue is within our system. 

Sorry for any confusion caused.

[Freded]

Having exactly the same problems with talktalk.  Looking to go elsewhere.