unsuccessful direct debit and admin fee

[Lemon2013]

I have an issue regarding my account, which was recently transitioned from Shell Energy to TalkTalk. I have been informed that an automatic payment attempt with my card was unsuccessful, and as a result, I am being charged a £12.50 fee (next bill). 

However, I have not received any payment request or notification of a declined payment. I believe there has been a mistake, I would not like this to be credited to my next bill, I tried to contact them but they didn't respond. I hope they at least read here.

[Lemon2013]

Thanks for your reply! I managed to speak with one of them in the meantime!

Cheers

[Gliwmaeden2]

Talktalk will not take the £12.50, @Lemon2013.

They are aware of an issue with their system but unfortunately persist in sending out the email that mentions the charge.

Speak to the Shell Migration team about how to make the payment to cover this month's bill:

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

Staff will not be back on here before Friday.