Direct Debit not taken in June, but ntl say they've received it!

[dirtydog]

This is quite weird, has anyone heard of this type of thing happening before?

I pay for my BB by direct debit; payments have been debited fine for the few months I've had it, and the last one was taken in the middle of May. I was checking my current account statement online a few days ago, and noticed that ntl hadn't taken a payment in June as they were supposed to.

I phoned ntl and was told my account was not in arrears, and that a payment of £30.86 (or similar) was taken from my account by direct debit in June. I gave them my bank sort code and account number, and they confirmed that they had received cleared funds from that account. Yet my statement showed no sign of it.. I contacted my bank and they confirmed that no payment has been taken by ntl since mid May.

Anyway ntl are happy apparently, as they reckon they've been paid. But they haven't been paid, at least not by me.. and another thing, why would it be £30.86 anyway; I wasn't in arrears before, and I was on 600k broadband @ £24.99pm.. in fact I subsequently downgraded to 150k @ £17.99, so why would it be £30.86?

Can anyone shed any light on this, as I spoke to two people in ntl's billing department separately, and neither could offer any explanation for this strange state of affairs. Actually, one of them did say it could be related to the new computer system or something, when my account was migrated onto it?

Another question I am curious about is, as a result of being on the new system, my account number has changed. Yet the direct debit mandate still has the old account number as the reference; will this prevent ntl being able to collect payments and do I need to set a new mandate up?

[arcamalpha2004]

Seems strange that NTL are saying your account is ok, given what you have said.
This could ofcourse go tits up once NTL realise they have indeed made a mistake, and sadly you will be the one to bare the brunt of any fall out over their inability to collect the money.
Short of actually placing the money into their hands I do not know what more you can do, maybe somebody will be along soon who works for them and may be able to shed some light
The episode makes you realise why a lot of people are against direct debit, but seeing as NTL will not entertain payment by another method, it amazes me why the customer should be inconvenienced in any way.

[tkiely]

This happened to me too! I phoned to tell them the payment hadnt gone through but they swore blind it had. Three days later they came down on me like a ton of bricks 'cos I hadnt paid!!!!!!!!!!!!!!!

what a system! this was the final straw for me and prompted me to leave ntl.

Hope it gets sorted soon.

EDIT: this was back in January

Hellooooooooooooo!!! but the idea of a Direct Debit is that its the responsibility of the Payee to take the money. If it was the responsibility of the Payer it would be a Sanding Order that would be used.

[zoombini]

Perhaps if you could get it in writing/proof that they have received the payment then you could be quids in.

[seaneeboy]

Originally Posted by zoombini

Perhaps if you could get it in writing/proof that they have received the payment then you could be quids in.

Just wait till the next bill - it'll be on there

[arcamalpha2004]

Just call customer services asking for it to be put in writing that you are up to date with your payments at that date, hey presto!

[zoombini]

yeah, next bill should be enough.

[steved]

I just had my bill today.. I pay by direct debit. I was looking through the breakdown of the bill and lo and behold... £1 non direct debit surcharge.. HMMM i call to get it sorted.. oh sorry our systems are down can you call back later.. or better still tomorrow..

come on NTL.. everytime i have a problem its with your billing systems. GRRR

Steve

(goes back to lurker slumberdom)

[seaneeboy]

steved - I think just about everyone's been caught by that at one point or another... Anyone else and I'd suggest "Scam", but as it's NTL billing i'll just stick with "Inept"

[dirtydog]

Yeah I'm fully expecting to get told off for not paying, or get a letter from a debt collection agency or something..

Well I have just received my latest statement.. it says Previous balance £30.86, payments received £30.86CR, balance brought forward £0, and the current+due amounts which are due to be taken on/after 19th July. So I'm hoping this month's payment gets taken now

Why are ntl so incompetent I'm so glad I'm leaving them soon.. in future I'll either be having ADSL or even dial-up.. I'd prefer the slower speed to BB if it means I don't get all the aggravation I've had with ntl

[gavnad]

hi dirty,

i work in the billing dept altho my expertise lies with internet rather than tv/telco but have seen this before

what may have happened is the file transfer to the banks on your particular bill day has fallen over therefor shows as paid on your account but not debited from your bank

normal procedure for an internet account wld be to advise of the problem via email and re-advise of an alternative claim date...nothing more sinister....as you can imagine with ntl's current financial predicament not quite good business practice to give you free services!

[arcamalpha2004]

Originally Posted by gavnad

hi dirty,

i work in the billing dept altho my expertise lies with internet rather than tv/telco but have seen this before

what may have happened is the file transfer to the banks on your particular bill day has fallen over therefor shows as paid on your account but not debited from your bank

normal procedure for an internet account wld be to advise of the problem via email and re-advise of an alternative claim date...nothing more sinister....as you can imagine with ntl's current financial predicament not quite good business practice to give you free services!

Gavnad, I understand your point, but why oh why should the customer suffer?
It is, in my opinion, more to NTL's benefit that our bills are paid by DD, because, it saves NTL a hell of a lot of money per month compared to the poor customer's £1.
On the matter of " Systems down ", I do'nt want NTL staff jumping all over me here, but is'nt this just an easy way out for the cs asvisor ?
How would the customer know that the system was not down?
Before I am trampled, I have it on good knowledge from a person working in a large company, would maybe make NTL look like paupers, but apparently, this guy told me if they get a call they do not want to deal with, maybe they are coming to the end of their shift, they tell the calling customer the system is down, there again, it could be me being cynical.

[Marge]

Originally Posted by arcamalpha2004

On the matter of " Systems down ", I do'nt want NTL staff jumping all over me here, but is'nt this just an easy way out for the cs asvisor ?
How would the customer know that the system was not down?
Before I am trampled, I have it on good knowledge from a person working in a large company, would maybe make NTL look like paupers, but apparently, this guy told me if they get a call they do not want to deal with, maybe they are coming to the end of their shift, they tell the calling customer the system is down, there again, it could be me being cynical.

Sorry but I find this quite insulting, please don't presume that everyone working for NTL is a lazy arse lier

[arcamalpha2004]

SORRY debsy, did I mention people working at NTL?

NO I BLOODY DIDNT.
Don't tell me this practice does not go on.
You may keep yourself in order, it does not mean it does not go on.
And given that it was a family member who told me this, I know for a fact that they are not lying, so where does it leave things?