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phoenix01
Beginner
495 Views
Message 1 of 11

Trying to change payment method online......

I currently pay by Whole Bill Direct Debit, but the problem is that the direct Debit is taken just before payday (never a good thing!).  So, I want to cancel the direct debit (which I have already done at my bank) with BT, and set up paying direct from my online banking.

 

How can I cancel my direct Debit with BT?  I am registered with My BT... but can't find any other information to help me do this!

 

I realise there will be a small charge every month to pay this way, but that is far preferable than having to make sure I have enough money in my account to pay my bill the day before payday!!!

 

Of course, the perfect solution for me would be to change my billing date to a few days later so I could be sure the direct debit would be taken at the start of the month rather than at the end!!

 

Any help would be very welcome!

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10 REPLIES 10
Distinguished Sage
Distinguished Sage
486 Views
Message 2 of 11

Re: Trying to change payment method online......

If you would like to try Live Chat they should be able to help you.

 

geo1986
Aspiring Expert
485 Views
Message 3 of 11

Re: Trying to change payment method online......

Just call billing on 0800 800 150 and they can cancel your direct debit.

A better solution for you might be to set up a monthly payment plan, where you can specify the day that the money is taken out your account. Like with your gas and electric you 'guess' what your monthly payment will be so sometimes you will be in debit with bt, sometimes in credit. This avoids the additional charge incurred by paying manually. Again this would be set up by calling billing.

For example if your normal bill is £30, BTs computers would let your plan be set at a few pounds higher (for example £35) and taken out your account by direct debit on the day you specify. Be aware though if you set it too low you will build up debit then BT will have to hike it up
Community Manager
Community Manager
477 Views
Message 4 of 11

Re: Trying to change payment method online......

Hi phoenix01,

Welcome to the forum.

You can choose your payment date if you sign up to a Monthly Payment Plan – this payment option spreads the cost of your bills by taking regular monthly payments directly from your bank or building society.

When you set up a Monthly Payment Plan, we'll take a set amount each month from your bank account on a date chosen by you. You will then receive a quarterly statement advising of your debit or credit balance. If you run a large debit/credit we will reassess the payment amount but we’ll always tell you this on your bills.

You can’t switch to this payment option if you have Line Rental Saver though. The Live Chat team should be able to change you to a Monthly Payment Plan if you decide to switch to it.

Thanks,

Stephanie
Community ModeratorStephanie
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fairygirl
Aspiring Contributor
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Message 5 of 11

Re: Trying to change payment method online......

I recently changed from whole direct debit to monthly (for a different reason). Beware!!! You won't be paying what you think you will. I had WRITTEN confirmation of what the payments would be but 2 weeks later the online bill said the payments would be 50% more (which cannot be legal). I have the unlimited phone and broad band package yet the bill said my payments were being raised to cover increased usage. I've made umpteen calls about it and emailed. You get told different info every time. Never got a straight answer when I asked how they arrived at the figure they did. I rarely make calls outside the limits of the terms so my payments on whole dd never went above £45 (apart from once by 35 pence) but new payment was £68.50!! They give you some guff about paying your bill before you get it (??) - so in other words you're paying for something you've not used yet. I've now phoned and changed back to whole dd which I'm furious about, and I'm not convinced it'll even be changed. When you email you get fobbed off and they blame the people at customer services  for apparently giving you 'the wrong information' which is disgraceful. Glad I'm moving in a couple of months and won't have to deal with it anymore!!

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Distinguished Sage
456 Views
Message 6 of 11

Re: Trying to change payment method online......

Hi   fairygirl

I am sorry to see you are having problems with your BT Service


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

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Distinguished Guru
Distinguished Guru
456 Views
Message 7 of 11

Re: Trying to change payment method online......

Yet another complaint about the Monthly Payment Plan being explained properly. Your monthly payment is calculated on the basis of any outstanding debt PLUS advance charges for the next quarter. So if you move to MPP when a bill is due, the regular payment will be based on 6 months' charges.

 

Best to clear any outstanding bill when starting MPP, then the regular payment should be a third of your package price plus a bit for extras.

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fairygirl
Aspiring Contributor
445 Views
Message 8 of 11

Re: Trying to change payment method online......

There WAS no outstanding debt! Letter stating payments for monthly dd plan at £48 was dated 1st September. Final payment for whole dd was taken on 31st August so I didn't owe anything. Also, I was told the payment is based on the average price of the preceding 3 bills yet none of them were over £45. As I told BT- no matter what school you went to, you can't get the answer 48 as an average of 3 times 45! Or do they use different calculators from everyone else? Again, the lady I spoke to at customer services got the blame for giving me wrong info. They just pass the buck and they ignored the fact that I had written confirmation of the amount for the direct debit. How do they get away with it?? If they're going to base your payments on 6 months charges not 3 (as I was told) they should make that clear instead of blatantly lying, and they shouldn't be sending letters with wrong info either. It's a total con.

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Distinguished Guru
Distinguished Guru
441 Views
Message 9 of 11

Re: Trying to change payment method online......

@fairygirl  Sorry, I was commenting generally about the lack of clear advice with this issue, about which there have been umpteen complaints here recently. Your best bet is to contact the mods as John suggested.

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geo1986
Aspiring Expert
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Message 10 of 11

Re: Trying to change payment method online......

BT wont let you pay the average bill as there's too much risk of a customer going into debit and then complaining when the price is hiked.

The amount of hassle they cause for the advisors and customers its a wonder they haven't scrapped them. It's a shame you can't pick a day to pay the whole bill direct debit, I guess that's the only reason people pay mpp
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