Problems Setting up a Direct Debit

has anyone experienced any problems setting up a direct debit ??
I've been a BT customer for approximately 20 years and have had the same account number. I've moved house a few times and retained the same account. My last house move wasn't so successful as after moving in and having broadband re set up again... I received a letter in the post saying I had requested a "termination" and a parcel was included to send my router back etc... plus... I'd be charged £100+ for the disconnection...
Anyway I got on the phone to BT and the advisor appologised for the mix up... and suggested I cancel my direct debit with the bank to make sure the disconnection fee wasn't taken from my account.....
Ever since then... I have not being able to set up a direct debit online or by speaking with several BT helpdesk staff. I email BT asking for an explaination - NOTHING. BT helpdesk staff assure me that the direct debit will work this time and will contact me if there is a problem... again NOTHING. I even tried writing a letter to the head of customer services... I think the name Warren Buckley rings a bell.. Someone did email me back suggesting I use the online facility.... REALLY!! Do BT not have a fault tracking database of customer issues... so they can see I've already tried to set up the direct debit online...
Anyway ..... I've just noticed this forum now... so this is my latest attempt to see if anyone senior enough at BT will be embarrassed and try and sort out my account so I can start paying my bill using Direct Debit again... I'm pretty sure all that needs to happen is to be given a new account number or an account alias that can be sent to my bank. Otherwise... I'll just carry on waiting to receive the automated message from BT saying I haven't paid and then go and pay online... But I am worried one of these automated messages will arrive the day I go on a 2 week holiday and I find myself cut off when I get home... giving me more pain....
PLEASE HELP BT ;o)
regards
DaveB

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Similar Messages

Help, direct debit options changed without my cons...

help, Any ideas how to get through to some in BT security time in UK ? Recieved an email to say "Thanking me for setting up a direct debit and that you are taking £xxxx from my account in 8days !" As I already have a debit debit for many years with you have not authorised you to take this payment I'm a little alarmed" BT call centre have advised me that I have requested " Whole Bill Direct Debit", but I haven't. They then advised someone in my family has, but that is not possible as it's only me. I have asked if my account has been hacked but they just say I requested this change. My direct debit has been changed from a fixed payment to "Whole Bill Direct Debit". I am quite alarmed, the call centre do not understand or ignorning what I am saying. Has my account been hacked or is this an error on BT's part ?

It's very unlikely that anybody would bother to hack into your account just to change the way you pay your bills. They would have nothing to gain by doing so.
Much more likely, it's some misunderstanding. Have you changed anything about your account recently that may have prompted BT to change your billing? BT have a nasty habit of combining changes to one service with changing something else that's apparently unrelated.
If it's really necessary, you can always cancel the direct debit with your bank. But that will leave the bill unpaid, so that could just cause more problems than it solves. Better to contact BT, and be more insistant that they tell you who made the changes, when they did it and why.
I don't suppose it's any help to you, but many of us on this forum much prefer Whole Bill Direct Debit anyway. You just pay what you owe every month, rather than paying some arbitrary figure that BT plucked out of thin air.

Problems setting up payment plan on late bill

Hi we are trying to pay our bill of £306 that is late but cannot afford to pay all in one go. We have offered to pay £150 towards the bill then set up a direct debit to cover the rest on top of our normal monthly payment. We have spoken with billing and they have point blank said no to this and that we must clear the bill in full or be cut off. They have offered no solution to our problem of which we are trying to resolve. Any help !!! Thanks

when you spoke to billing was that using the online chat
live chat http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
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Unauthorised Direct Debit

BT strikes again!
Just went to check my bank account and noticed a direct debit taken by BT GROUP PLC. I have paid my bill in full myself online on the 14th October, only for them to take the direct debit amount on the 15th October. Now I HAVE NOT set up a direct debit - checked my online account to confirm that. Also - there is nothing about this direct debit amount in the payment history for my account.
SO - BT has taken money from my account without my consent. What can I do? I have emailed someone in BT care that dealt with me before. Will they reimburse the amount? Also - how do BT have access to my bank account details when I havent set anything up? Very concerned at this point. Can somebody advise on this issue please?
Thanks,
Liza.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
There are some useful help pages here, for BT Broadband customers only, on my personal website.
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Problems setting up my TC. Have just bought new iMac(OS 10.6.8) and TC. I set it up. iMac cannot find it. I have tried direct connection with an ethernet cable to Mac or my wireless router but nothing. Just a flashing orange light. Help for a simpleton p

Problems setting up my TC. Have just bought new iMac(OS 10.6.8) and TC. I tried to set it up. iMac cannot find it. I have tried direct connection with an ethernet cable to Mac or direct to my wireless router but nothing. Just a flashing orange light. Help for a simpleton please. Have tried reseting TC, but to no avail.

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Setting up financial details (eg direct debit) without using internet

A friend is very concerned about giving out any financial details (eg credit card number and expiry date, or account number and sort for for direct debit) over the internet. Is there any mechanism for sending these details by snail mail and associating them with her Apple ID?

She can enter a credit card to make a purchase, and then change her account to "None" for payment, and her credit card details will be gone.
That's what I've done. I don't leave my credit card details on the account unless I'm buying something right then.

Please help - direct debit increased by 100%, canc...

Dear all,
Any assistance with this problem would be massively appreciated. I'll try to keep this as simple as possible but as usual it's a long story.
We previously lived in rented property and used BT Infinity Option 2 with unlimited evening and weekend calls.
We have just purchased our first home and arranged to transfer the service with us. I was informed that there would be no fee to install a line as we had an existing contract. An appointment was made for an Openreach engineer to install infinity at the new address on October 10th, 8am - 1pm. Our service at the previous address was stopped from October 1st when we moved out/in.
Shortly before, I had an SMS message and a phonecall indicating a problem with the order. I rang and spoke to various people and it seemed that the problem was transferring the line from Sky (whom the previous owners had used). Eventually the gentleman at BT informed me that they would find a workaround and that everything should still be on for 10th October. I was also informed that we would not pay for broadband, line rental or calls for any downtime (i.e. 1st October to 10th if everything had stayed on track).
At 1.30 pm on 10th, I rang my partner (who had taken a day off work for the appointment). No engineer had visited. I logged onto 'My BT' and it said that a visit was no longer necessary as the line could be activated remotely. I considered that this could not be correct as from experience Infinity demanded a new faceplate and the fibre modem which we didn't have.
I then spent an hour on the phone trying to sort it out. The first staff member did not understand my point about the fibre installation. The second then informed me that there was a fault on the line and a new order was necessary (not reflected at all online). At this point I had completely pushed my lunch break to the limit and had to ask them to call my partner.
My first gripe is that after my partner took a valuable day off work nobody bothered to contact us to say that the visit was cancelled.
My partner informed me that a new appointment had been booked for 30th October. However, the order was to be expedited and we were due a phonecall on Friday 10th October to arrange a different and sooner appointment. The appointment for 30th now showed on 'My BT' under the orders section, replete with a £130 installation charge I was told we wouldn't have to pay.
Nobody called. We rang back on Saturday 13th and spent a long time on the phone to various departments, having to repeat security questions and tell our story over and over again. We eventually decided that we would simply like to cancel. The cancellation section then tried to scare me with cancellation charges and tranferred me to the orders department to try to speed things up and cancel.
At that point I was transferred to an orders section, somebody said 'hello' and then I was instantly on hold for 10 minutes (I hung up, slightly offended). I also spoke to a gentleman named Omar who completely failed to provide an explanation for the £130 charge but I left the call with the impression that he thought it was all my fault.
We decided that enough was enough now and we rang cancellations again. We actually spoke to a very helpful lady who informed us that cancellation would actually only cost circa £44 (much less than it would cost to stay!) and offered to waive the installation charge if we stayed. If all staff were as good as this person we may have considered it, but alas it was too little too late. The staff member cancelled our order and informed us we must wait 24 hours before the contract could be cancelled on the system so we would need to ring back.
On Monday 15th October, I managed to check my bank account (not easy without broadband) and found that my regular direct debit of £49 had gone out, but has been increased to £97.50! On My BT it states that £49 is adequate. Furthermore, my bill is in debit by approx £1.60 so what on earth can have happened to necessitate a nearly 100% increase? My first mortgage instalment is over two months' the usual payment and represents virtually my entire monthly wage so to lose £100 is actually quite financially devastating.
We have just finished cancelling our service. The staff were not able to adequately explain the direct debit or clarify when a refund will be paid and how much, and we have really lost the spirit to keep trying to resolve this through a call centre.
Does anybody have any suggestions as to how to effectively progress this as a complaint as the contact centre staff seem completely incapable of assisting with these problems. I consider that the following really needs to be accounted for:
1. I need it confirming that the cancellation charges will be as stated and not more.
2. I understand that cancellation fees are a pro-rata'd sum of the remaining months - we would have been without service for the entire month of October so I do not consider it fair that I should have to pay anything for October.
3. I wish to get an explanation and apology for the large sum of money which has been taken from my bank account. Of course I fully expect that cancellation charges can be off set against this but it really isn't acceptable that this has happened in the first place and then no explanation given.
4. Further to this, I need some money back! BT call centre staff were unable or unwilling to tell me when this will happen. I will shortly be paying overdraft fees and interest on this money; to be honest given all of the above I really feel BT should consider refunding me the entire £97.50 and waiving any cancellation fees, but realistically I know the chances of this happening are slim.
Thanks for any suggestions in advance,
Chris

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
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Direct Debit Process for Loans

Hello,
I have a problem with the direct debit process. After invoicing, when i click in my due item to display the Billing document, the payment method is empty. So I use the transaction FPY1 and fill in all data, also the payment method, but once I execute the debit memo run, I return to my billing document, and my due item hasn't changed (the truck icon doesn't appear). So I can't follow with the payment distribution process.
Could anyone help me?
Thanks in advance.

Hi salopowl
Sounds like you have premium mail set up.
If you have BT Broadband already then you get your email address for free and I can arrange for this old Talk21 account to be moved to sit as a sub account under your existing primary btinternet address that came with your BT Broadband package.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send using the contact us form in my profile under the 'about me' section.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Direct Debit nightmare!!!

I have a direct debit in place on my account which is used to take monthly payments. I used to have the payment date set for the 27th of each month. Last month, February, I decided to change my payment date to the 18th of each month. I telephoned BT just after doing this as I changed it on the 19th to find out when my next payment would be as I wasn't sure if I would still get a debit on the 27th of that month. I was informed that my next payment would be the 18th March and no payment would debit on the 27th as I had given more than seven days notice. I decided to email BT as well as I wasn't convinced by the Indian call centre's knbowledge and received a reply a day later to inform me that a payment would be taken on the 27th February as a payment had to be taken each month as part of the monthly payment plan rules. I phoned BT again, Indian call centre, who assured me that no no no there would be no payment taken on the 27th and the information I had been given was wrong. Lo and behold on the 27th February a payment flew out of my account. I was livid with the wrong information I had received and after going all the way to the cancellations department I received a month's free line rental as an apology. I was also assured that March's payment would be debited on the 18th as I had changed it to.
I have checked my bank account today, 21st March, and NO payment has been taken again on the 18th. I am now ready to start tearing my hair out as I have again been on the telephone to BT who have AGAIN given me two different explanations as to why payment has not been taken on the 18th. I actually had one advisor try to blame it on me because I should have told my bank I wanted the payment date changed, when I advised him that I have never heard of such a thing having to happen when you change a payment date with a company and that I have changed many different companies direct debit payment dates without having to inform my bank I was constantly interrupted and basically had the blame turned around on me! After ending the call as I was becoming increasingly positive I was not receiving a correct explanation I spoke with another advisor in Live Help who assured me that no payment would be taken this month and my next payment was due on the 18th April. When I asked why BT had not taken payment on the 18th I was met with another brick wall.
I now do not know when payment will fly out of my bank account again. I am so frustrated with BT it is unbelievable, the customer service I have received today is terrible. This problem is now two months old and I am still going around in circles trying to talk to an english call centre who understand the problem and want to investigate it properly. I am now on the verge of transferring to Sky as I have lost all faith in the billing department.

Hi StvBelding
This really sounds frustrating, I'll be happy to have a look into your account and make sure that we get the payment date that you want, set up.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send using the contact us form in my profile under the 'about me' section and mark FAO Craig please.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

SEPA Direct Debit XML file error

Hello,
we've set a Z version of CGI_XML_DD tree for SEPA direct debit.
Different payment proposals have been successfully created in F110.
Most of the XML file generated from F110 have been accepted by banks with no problem.
But in one specific file, we've got an error that I'm not able to interpretate. As it's XML, I'm not sure if this is the right place to post this message, but as it's created in SAP throught this format...
Could you please tell me what's wrong in here?:
Error, see line 1:
Element '{urn:iso:std:iso:20022:tech:xsd:pain.008.001.02}Dbtr': This element is not expected. Expected is one of ( {urn:iso:std:iso:20022:tech:xsd:pain.008.001.02}UltmtCdtr, {urn:iso:std:iso:20022:tech:xsd:pain.008.001.02}DbtrAgt ).
I've compared this wrong XML file with correct ones, and everything looks in order...
Thank you

Solved.
This error came because creditor has no SWIFT code informed, and no mandate.
As per requirement, those flags where not selected in payment method, so no error message was shown during the payment proposal.

Direct debit keeps getting cancelled

Well, I'm at the end of my tether. My direct debit was cancelled last year. I set it up again. Every month, Orange tries to take the payment. Every month, the bank refuses it because it has the same reference number as the one that was cancelled last year. Every month, I phone Orange customer services to tell them that the reference number needs to be changed. Every month, Orange customer services tells me that its sorted and it will go through this month. Every months I go through the same process. This month, I phoned again to make sure that the direct debit is set up properly. I told the advisor about the recurring problem. The adviser assured me that it is now sorted. If this wasn't annoying enough, Orange dont even bother to let me know that it has been rejected. I find out when my phone stops working or I log on to look at my account. Pathetic. And you can't even email them.

Hello anya618,
That is certainly a great question for a seemingly peculiar situation. I am sorry if has delayed any purchases for you. It would be my pleasure to look into this for you more.
Orders can be canceled for a variety of reasons, but it is strange if you haven’t any information other than what you have used in the past on BestBuy.com. Using the information you supplied here on the forums, I have reached out to my support team to investigate this for you further. I will be sure to provide you with any findings via private message.
To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Regards,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Problems setting up VVSA 6.0 (lookup service adresse)

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I was happy to see VVSA 6.0 released, but i'm having problems setting it up. It keeps saying that the lookup service adresse is not reachable. But I have tried with the VVSA 5.5 and 5.5.1.1 and they work just fine with the lookup service adresse.
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Direct Debit /Payment Program

Hi,
Using the payment run (F110) we need to create a file to send to our bank that will direct debit from our customer's accounts. I created the payment method and used payment medium program RFFOCA_T (for Canada). As well, I created a variant to go with it. For the form for the payment transfer medium I used F110_CA_DTA. Although the payment program part is working fine, I can not get the payment medium to produce anything. It says "no data records found." I would really appreciate additional information that will point me in the right direction. I realize that additional config is required as per our bank's file requirements, but I expected that a generic file would be produced that we could modify.
Currently, we are using mySAP ERP 5.0.
Thanks,
Janie

Hi Janie,
You can use SE38 with the ABAP RFFOCA_T for running this.
In the ABAP you have to select the payment run. In the most situations you get more information about problems then when you run it with SAPF110
When you have run the payment run and changed later the customizing settings in the most situations RFFOCA_T don't select entries. Some information is stored in the payment files.
Paul

F110 incorrectly grants cash discount to direct debit customers

Hi,
I am running F110 to execute direct debits for certain customers in Europe. Everything works fine except for one "error"
it consistently include cash discounts on customer invoices which are way past net due date. F110 run date = 8/10/10, next run date 09/10/10. And yes, additional logs in the F110 parameters are set. See excerpt from display log below:
            Due date determination additional log
Document 8130000238 line item 001 via EUR          300.00
Terms of payment: 07/01/2010   10 3.000 %   30 0.000 %    0
Customer receivable is payable on 07/11/2010 with cash discount terms 1
   Include customer items due by 09/10/2010
Item should be paid now
Item is due with 3.000 % cash discount
All other invoices are calculated correctly. For the above, the cash discount base is set correctly What could be wrong?
Johan

Posting date is todays' date (e.g. August 10th, 2010).
This is a large Retail implementation with very fragmented areas of responsibility. I have checked all known posts and blogs and come up with nothing. Payment terms and payment methods are both present in the customer master record. When I run the Payment Proposal today with only two customer invoices to be paid, I have the following settings:
1. invoice with 2.5% cash discount - 10 days / 30 days net. Invoice, posting and baseline date = 08/12/2010. $13.32. The system
    correctly calculates 2.5% cash discount for this item
2. invoice with 3% cash discount - 10 days/30 days net. Invoice, posting and baseline date = 08/01/2010. $100, no VA. The
    system incoorectly gives this customer a cash discount of 3% for this invoice - see below
Parameters in F110: Posting date = 08/16/2010, next payment run 08/26/2010, Docs. entered up to = 08/16/2010, Customer items due by = 08/26/2010, this one cust. is psecified, payment method = E (direct debit) etc.
==> Display log for invoice # 2, $100.-:
            Due date determination additional log
Document 8130000263 line item 001 via EUR          100.00
Terms of payment: 08/01/2010   10 3.000 %   30 0.000 %    0
Customer receivable is payable on 08/11/2010 with cash discount terms 1
   Include customer items due by 09/05/2010
Item should be paid now
Item is due with 3.000 % cash discount
            Payment method selection additional log
Payment method selection for items due now to the amount of EUR           97.00
Payment method "E" is being checked
Bank details are being checked
     Customer/vendor bank details are being checked
   System reads house banks and checks if they are allowed
Our bank 20030 is being checked
For currency EUR and 000 days 500,000,000.00 are planned
Available amount is enough, 499,999,986.68 EUR still available,           97.00 necessary
   House bank is selected ...
    Our bank details 20030 20030 are used
Bank details of the partner with ctry DE bk no. 12070000 acct 01234567899 are being used
Payment method "E" is permitted
Does anyone have any clue what's going on??
Edited by: WickedViking on Aug 16, 2010 7:24 PM

Problems Setting up a Direct Debit

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