View Full Version : LLU Direct Debit is now available
We urge anyone on the LLU service to sign up to Direct Debit for extra piece of mind and protection, and so that you don't need to keep your card details up to date.
To sign up to Direct Debit, login to the Billing area at https://adsl24.co.uk/billing/dd.php and submit your details.
The Direct Debit date will be the 15th of the month due to restrictions we have at present with the billing system, so if your billing date is different at present, your first bill will be pro-rata'd.
For example, if your bill date is normally the 2nd of each month, and you sign up to DD today, your first DD will go out on the 15th August and will include the period of the 2nd August - 15th August for pro-rata and then a normal month for 15th August - 14th July. You won't be billed on the 2nd August of course.
If anyone has any problems setting up their DD let me know.
prisoner
21/07/2009, 15:36
"The Direct Debit date will be the 15th of the month due to restrictions we have at present with the billing system"
1st of month is preferred 10 45.45%
15th of month is preferred 4 18.18%
Not really bothered, it's just a date! 8 36.36%
So what was the point of doing the poll?
Because we initially thought we were able to do both options but the way it has materialised the 15th is only available at the moment. If you stay on card then the billing date will not change.
prisoner
21/07/2009, 15:58
Thanks for your reply James. It's not a big problem, I would of slightly preferred the 1st given a choice. I'll set my DD up when I get home tonight.
I understand. I tried all I could but the economics were against us as this time. It will be looked at in the future also.
Thanks James, the DD setup was nice and quick.
The billing portal is still showing my card details. How can I clear this out?
Well that was painless.
Very easy to do. Most user-friendly.
Nice to do business with you!
I'll work on a page so that can be done automatically for you via the portal, but in the meantime just raise a quick ticket with your telephone number and we will remove any details we have on file.
... in the meantime just raise a quick ticket with your telephone number and we will remove any details we have on file.
Thanks James, ticket created (14781).
Sorted today I believe :)
Sorted today I believe :)
Yep, it's all gone now.
Thanks very much!
itsonlydanny
05/08/2009, 13:11
Hi James & Co,
I just went to set up a Direct Debit, only to be confronted by this slightly odd message:
"Please note that Direct Debit cannot be set up until your service goes live, to ensure that no future payments are taken until your service is active".
Any idea what is going on? I am definitely "live", as I'm talking to you right now!
Thanks,
DANNY
itsonlydanny
06/08/2009, 09:20
Done - easy, peasy!
DANNY
You are sending me messages 'payment overdue'
Method of payment: Direct Debit
This is truly bad.
You are supposed to action Direct Debits on an agreed date, rather than hassling me.
whiskerp
19/08/2009, 15:29
...and me to. What's the point of Direct Debit if you don't debit me and then whinge that the bill has not been paid!
Just received the same email.
"This is a billing notice that your invoice no. 1049 which was generated on 08/08/2009 is now overdue.
Your payment method is: Direct Debit"
What's the problem here James ?
And me, every one has already said it but whats going on?
Just checked my bank and they have not taken payment but the direct debit is set up but has not been used yet
I have just sent an updated email to clarify the situation. As this is the very first DD to be processed for our company there were just a few system issues with our provider, which is now all sorted. Not an excuse, but sometimes things happen regardless of the fact we set everything up correctly at our end and it should have worked first time.
I have just sent an updated email to clarify the situation. As this is the very first DD to be processed for our company there were just a few system issues with our provider, which is now all sorted. Not an excuse, but sometimes things happen regardless of the fact we set everything up correctly at our end and it should have worked first time.
Thanks for the explanation James.
I thought it would be something like that but still was a bit concerned.
I am currently not in an understanding mood, with regard to your handling of the Direct Debit issue.
The Direct Debit will leave my account today.
Its frequency is listed as 'irregular'.
I took this out as a monthly payment option.
You have broken that agreement. An irregular payment is not a monthly payment.
I am currently not in an understanding mood, with regard to your handling of the Direct Debit issue.
The Direct Debit will leave my account today.
Its frequency is listed as 'irregular'.
I took this out as a monthly payment option.
You have broken that agreement. An irregular payment is not a monthly payment.
Come on fjs don't be so unreasonable. James has given a perfectly acceptable explanation.
It's a small glitch in what is a new payment system. Not everything can run perfectly first time round no matter how well planned.
Have you checked your banks to see how much has come out yet? mines £37.73 which takes a bit of working out but it is correct as the billing date has changed by several weeks
Help James
£37.73 here as well which as you say is correct :)
Yes, I was being billed from the 1st to the 31st but now it is from the 21st to the 20th ( I think) which is a month and a couple of weeks but I think James will explain it better, I hope.
On the web site client area, the first invoice against my account is still listed as unpaid.
A sum of money has been extracted from my current account on the 21st, as notified, but I have no idea how that sum was calculated, or what the next payment will be, when the billing date is moved again.
Under a Direct Debit agreement, ADSL24 are supposed to notify you of these facts in advance.
I have now talked to the Financial Services Ombudsman, or more accurately, one of his gnomes.
He was less bothered than I about the Direct Debit descriptor.
In case of future dispute, they will refer to the original Direct Debit agreement.
In this case, there isn't one.
Such an agreement needs to be explicitly crafted and placed on the site, I suggest, or some alternative needs to be found.
The next payment I gather will be on the 21st and should be the normal amount.
I'm thinking that the next payment date will be the 15th.
If you work it out the £37.73 covers the period from 1st July to 15th August. So next month we should be back on track.
Except we have already paid from 1st July to the 31st july the next payment is in advance for August from 1st August till the 20th September if it's staying at 21st not 15th to get things back on track then it will be £25.99
fjs,
Because of the way the billing system works, for the first month until the initial DD is set up, the invoice raised will need to be adjusted manually to reflect that the billing period will be longer (or shorter depending on the pro-rata date). If you had read the on-screen confirmation when you set the DD up it would have stated that the first payment will be for £xx.xx on or around the 15th of August and that first amount covers you for a month in advance and any amount owed for the pro-rata of the previous month that we have not already taken. Future amounts will be on or around the 15th of each month thereafter for your normal monthly bill.
You should also find that in the DD confirmation email you were informed of the same information, that the first amount will be different. I think you're being a bit unreasonable stating that we have broken any agreement we don't mess about like that (why would we?). The DD should now be consistent and on the 15th of each month, so apologies for any confusion there.
I have read all the emails you have sent me concerning billing. If what you say in your clarification was the message about billing dates that you were trying to communicate, then you were unsuccessful. I interpret what you write literally.
I am not disputing amounts.
Of course I have been unreasonable in the remarks I have made in this thread.
You should appreciate that I am totally paranoid about ISP Billing issues. I have actually had to use the Financial Services Ombudsman to retrieve money.
Your latest remarks hopefully indicate the future for the Direct Debit system will be more settled.
Except we have already paid from 1st July to the 31st july the next payment is in advance for August from 1st August till the 20th September if it's staying at 21st not 15th to get things back on track then it will be £25.99
Yup I just got it reversed. However I believe the payment of £37.73 was from 1st August until 14 September.
All raised invoices for customer on DD have bow been updated to provide the billing date covered.
'We have today been informed that the Direct Debit scheduled for Fri 21st Aug 2009 failed due to the reason supplied by our bank below:
"Reason Code 3 = Accounts transferred to New Bank"
Please can you let us know if you have recently made any changes to your bank account that would affect your payment, or if you had cancelled the Direct Debit that was originally set up.
If this is in error, please provide a copy of your statement showing the debit so we can investigate why we received this failure report.
Thank you
ADSL24 Billing'
What do I say now?
I ring up Moshin, who tells me to ignore the email, as payment has been received.
You should be aware that companies are not supposed to ask for copies of customer bank statements. Ever.
Each Direct Debit payment has a unique identifier, which can be back traced.
You should know this.
I did not join ADSL24 to be an unpaid alpha tester for your billing system.
Basically, we receive the BACS run report this morning which stated to us that your payment failed due to the above reason. This means that at present your account is outstanding, which the e-mail explains. Mohsin is incorrect unfortunately, but this was not his fault, as the billing system was not showing the updated details we had received this morning with regards to the DD bouncing.
I shall raise a ticket detailing the transaction code for the payment you claim has not been made, together with a cease request.
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