Plusnet 1 November 2021 at 12:18PM in Broadband & internet access 1 reply 142 views

billyoung1611

Crazy situation !!!
I changed my bank and unfortunately my direct debit didnt go through with plusnet for phone and broadband .First I knew was broadband cut off .Phoned them up and was tpold I had to pay the missing month .No probs I thought but....................... Their system wont accept payment with a credit card  comes up wit an error at payment stage. Called them asked if they could take my credit card details and they could'nt make the payment either .They admitted they have a problem their end.but reading the plusnet forums ,this problem has been going on for months and cutting people off even although they admit its their problem seems they cannot collect money !!!!.Wish to hell I could make Martin aware of it to see what they say !!! Must be losing customers hand over fist .They cannot accept money so the cut people off !!!!! What  a way to run a business

Neil_Jones

billyoung1611 said:

Crazy situation !!!
I changed my bank and unfortunately my direct debit didnt go through with plusnet for phone and broadband .First I knew was broadband cut off .Phoned them up and was tpold I had to pay the missing month .No probs I thought but....................... Their system wont accept payment with a credit card  comes up wit an error at payment stage. Called them asked if they could take my credit card details and they could'nt make the payment either .They admitted they have a problem their end.but reading the plusnet forums ,this problem has been going on for months and cutting people off even although they admit its their problem seems they cannot collect money !!!!.Wish to hell I could make Martin aware of it to see what they say !!! Must be losing customers hand over fist .They cannot accept money so the cut people off !!!!! What  a way to run a business

So how did you change your bank account?  Through CASS - Current Account Switching Service - or did you just wander into a bank and joined there and then?

If you CASSed it - https://www.currentaccountswitch.co.uk/helpandsupport/Pages/Help.aspx - the direct debit should have moved to the new account.  "If you're missing a Direct Debit and your switch is complete, contact your new bank. Remember all payments are covered by the Current Account Switch Guarantee and any charges or interest incurred on your old or new account as a result of the error will be refunded."

If you didn't CASS it - then the onus is on you to sort the direct debit out.  Sounds like you missed it when transferring accounts.

And they can collect money, just via direct debit.  And Martin has had nothing to do with this site since 2012.