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I apologise if I have misunderstood this post.
I have monthly whole bill payment by direct debit. My bill was issued on 19/9 and will be taken by DD on 3/10 which is 14 days the same as always.
I am having the same issue with the DD being set on the 28th ( When i renewed my contract i told the guy that i want the DD date after the 26th because i am getting my paycheck on that day).
They took the money on the 23rd and now i'm £4 in debit.
Is there a way to obtain the reference number for call when i agreed to the renewal ?
Also is there a way to get a transcript ?
I want to cancel my contract since i specified that I want the money taken out of my account only after the 26th.
I have a BT Account paying for my broadband and phone. I downloaded my latest bill today and was staggered to see the Direct Debit collection date had moved forward by about 7 days. Consequently, I investigated the BT website which now says that collections will be made 8 days from the bill date. I feel that this collection date infringes the principles of the Direct Debit guarantee which clearly stipulates that normally payment will be taken after a period of 10 working days. I have noticed a number of people complaining on the BT Forums of the same problem, some even claiming that the earlier collection of their payment has caused them to go overdrawn. Apart from the downloaded bill, I have received no communication from BT notifying me of a change in their work practices or terms and conditions. In fact, the last communication I received from BT which stated the terms of my Direct Debit was an email following acceptance of my order in August 2011. It said "We will continue to collect it (Direct Debit) either two weeks after you receive your bill or on the date agreed with you ..." and was allegedly signed by Warren Buckley.
Does this change to the Direct Debit collection date without prior notification affect every Direct Debit BT Account or I am part of a small minority? Telephoning Customer Services proved to be a total waste of time so now I've informed Watchdog. I'd be interested to hear other people's experiences and attitudes regarding this misapplication of the Direct Debit Guarantee.
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Welcome to the community and thanks for posting!
I just wanted to clear a few things up about the direct debit collection date. We are acting within the Direct Debit scheme rules as our advance notice period is 6 working days so by collecting 8 or 11 days later (8 if you have an online bill or 11 for paper bills) it's still within the Direct Debit scheme rules and the change has been supported by our sponsor bank.
If you'd like to choose the date of the amount when the Direct Debit comes out of your account you can sign up for a monthly payment plan. More info on this is available here
All the best,
BT obviously has a cashflow problem and is trying to relieve its difficulties by suddenly creaming as much from the customers as they possibly can. I appreciate that BT’s Direct Debit Guarantee stipulates 6 days but the Direct Debit website’ s sample Guarantee suggests that normally this should be 10 working days. The word “normally”, I take to mean as in a normal supplier/customer relationship. Obviously, our relationship with BT is no longer normal. Furthermore, I consider it would have been appropriate for BT to have informed their customers, so affected, of their intention to change their terms of business. Failure to do so suggests that BT really wanted to sweep their change of practice under the carpet. It was also downright rude …
Had this happen to me... Been charged by bank for failed DD payment on 23rd. Only found out when my bank sent me a letter today saying they were charging me for failed DD. Rang BT, after waiting 30 minutes for someone to speak to me (not including the 15 minutes of sodding autmated voices asking this and that, disconnections ect etc). EVENTUALLY spoke to someone and they said the usual 'I'm sorry for the inconvenience' 'we are within the guidelines etc etc'. Now...for a company that is a STAPLE British company that 'excels in Customer service' then BT are failing miserably. I recently renewed my contract after being offered a better deal for broadband and I SPECIFIED that my money needed to go out on the 25th AT THE EARLIEST. No mention of date changes etc etc...
6 years I have been paying my bill on time every month on or after the 25th of each month... Now this... And in this day and age of small things affecting credit ratings, and mine being fragile as it is, I guess I can kiss goodbye to my mortgage application! What's the point? If we create enough fuss then they will HAVE to address this...