18866 Help Urgently needed!

dizzydux · 27 May 2005 at 12:23PM

I have a problem with 18866 and I'm hoping someone can help.

I had an email to say my debit card recorded with them expires 30/5/5 and could I go into payment details and update.
I logged in to the site and went to payment details and saw it had Direct Debit as an option. So I thought 'great' I'll change to that. But having completed the D D form on numerous occasions on two separate days it keeps taking me back to the beginning of the form and says all details must be completed-they were! So I sent an email to 18866 & they said no the details had not registered and referred me to their FAQ, which didn't seem to cover this. On the second day I also emailed them & they said to login and change details, which of course is what I had been trying to do.
I couldn't face going back in so I have been trawling through here to see if anyone else has had a problem and in desperation I am asking here!
thanks

TrishaM · 27 May 2005 at 12:33PM

Hi, when I first joined 18866 I put the wrong date on the login form. They then held my account. I corrected it via the telephone. You ring the helpline and put details that way. Try that. It worked for me.

dizzydux · 27 May 2005 at 12:56PM

Hi, been back on the site - they don't seem to have a telephone number to contact them on now - where did you find one?
I'm worried as I presume they'll cancel me from 30th may if I can't change the payment.
Thanks

Edinburghlass_2 · 27 May 2005 at 1:00PM

There is no helpline but from memory when my card expired there was a way to update this via the phone.

Try dialing this number 0808 170 170 8 which will give you your account number.

dizzydux · 27 May 2005 at 2:51PM

Thanks - just tried it, selected the option to change payments and got a message saying ' do it online'!!!

dizzydux · 27 May 2005 at 3:30PM

.....and then I read BBB_UK post and thought perhaps it is not actually set up & running yet. So I've gone in and tried again & still went round in a loop. So I gave up and went in and updated my card details and it's accepted that.
Why the helpdesk didn't say it was not available yet I don't know.
Thanks for your help.

BexTech · 27 May 2005 at 3:56PM

I was unable to make calls today due to me forgetting that the credit card I had used had expired and not updated it with the new details, then noticed you could use DD, as I prefer this method to CCCA, but I get the same problem, telling me I need to fill in all details although I have, and just keeps going on in a loop.

pricefighter · 27 May 2005 at 4:17PM

Hi.If you go to the 18866 site and look under any questions,and then look at payment options,you will see that they are going to offer D/D but they dont at the moment.

Nicholas · 27 May 2005 at 8:16PM

Sorry to add to the confusion, but I have just managed to successfully register via direct debit.

The phone line was activated within minutes, but I do not seem to be able to access my online account at the moment. Does this take them time to set up (it keeps saying invalid customer number/telephone number)?

Edinburghlass_2 · 28 May 2005 at 12:24AM

Try adding the international code to your phone number 0044 and drop the first 0 of your phone number and that might work

Nicholas · 28 May 2005 at 6:23AM

Thanks for the tip. However this did not work. Have now e-mailed them as it has now been almost 12 hours since I registered.

18866 Help Urgently needed!

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