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"This bill wasn’t paid on time" - yes it was.

Caper — Tue, 16 Nov 2021 09:32:16 GMT

I logged in to download my latest bills and saw this alarming message:

"This bill wasn’t paid on time"

"The overdue amount has been added to your next bill."

Erm, yes it was... the direct debit date is the 23rd of the month, so last month (October), that being a Saturday, the money left my account on the Monday as it the standard practice.

I do hope this has not affected my credit record in any way - if I check my credit report in the next few months and find this is down as a missed payment then I will certainly not be happy by any stretch of the imagination and would seek to take the matter further.

Surely customers should not have this worrying message displayed when the bill was paid in line with the contract terms and conditions (not to mention the banking T&Cs too)?

Can someone from the mod team check this for me to put my mind at ease as obviously there is a delay before credit reports are updated. This is especially concerning at this time of year, not to mention I am looking to make a big credit purchase soon and do not want it ruined by what looks like billing ineptitude on the part of BT...

Re: "This bill wasn’t paid on time" - yes it was.

imjolly — Tue, 16 Nov 2021 10:04:05 GMT

have you tried phoning CS 150 or 0800800150 from mobile and then billing and get the problem sorted? if after speaking to billing and still problems post back for more assistance

Re: "This bill wasn’t paid on time" - yes it was.

Caper — Tue, 16 Nov 2021 11:19:08 GMT

I don't do well on the phone, so I'd rather not.

Be quite ridiculous if there wasn't a way to have this sorted online?

I'll just keep an eye on my credit report with a view to writing to the CEO's office if anything looks awry.

It seems obvious that this is some cockup on BT's part due to the DD being due on a Saturday and not being taken til the Monday - causing unnecessary worry in the meantime.

I say obvious, but I clearly mean BLINDINGLY obvious. My latest bill (produced today) says "Thanks for paying your bill in full" for last month. But as I say, worrying customers with this stark "This bill wasn't paid on time" warning smacks of poor management of the web portal.

Re: "This bill wasn’t paid on time" - yes it was.

NeilO — Tue, 16 Nov 2021 12:03:26 GMT

Hi @Caper I'm sorry for any concern caused, as you're most recent bill thanks you for paying in full I'm sure there are no issues. I can also assure you that your credit file won't be affected, as a default is only added to a credit report if your services have been cut off for non-payment and have to be allocated to a collection agency to recover payment.

The moderation team will be happy to review your account to put your mind at ease and I'll send you a private message so you can get in touch.

Thanks

Neil

Re: "This bill wasn’t paid on time" - yes it was.

Les-Gibson — Tue, 16 Nov 2021 12:18:21 GMT

Since you're paying by DD, perhaps you should ask BT how you managed to make a late payment, after all you've given them control so how can it be your fault?