HELP & ADVICE
PAYING BY DIRECT DEBIT
Direct Debit is an easy way to pay, you never miss a payment and you’re protected by the Direct Debit guarantee.
Once set up, payment happens automatically each month, direct from your bank account meaning that there is no chance of any payment getting lost or delayed in the post. Providing that the Direct Debit payment is paid each month, it also means that your account doesn’t fall into our ‘late payments’ list and subject to late payment fees etc.
Why has my direct debit been denied?
There’s generally a straightforward reason for this, depending on the message you get.
If it says:
'Refer to payer'
This means that there were insufficient funds in your account to pay the Direct Debit. If you have our Voice services, you’ll need to bring the account up to date with payment to allow us to reinstate the Direct Debit in time for your next bill. If you have data services we’ll look to take the full balance (including the missed payment) on your next bill.
Unfortunately, you’ll also be charged for the failed Direct Debit.
'Direct Debit cancelled'
This means that your Direct Debit has been cancelled for some reason and the bank won’t allow us to collect money from your account.
For any failed Direct Debits, it’s important to pay your bill promptly. The quickest way to bring your account up to date is to pay the outstanding balance by debit or credit card. Please call our Customer Care team on 0800 502 0800 to arrange immediate payment. Don’t forget to let the team know if your bank details have changed, as we can set up a new Direct Debit straight away.
If you don’t, you could end up disconnected. And nobody wants that.
I'd like to change the date of my direct debit
We always aim to be as flexible as possible. That’s why we offer you the chance to choose a Direct Debit payment date that suits you. Please be aware, however, that changing your payment date will necessitate a change to your billing date also.
If you’d like to discuss a change of date please contact us with your preferred new Direct Debit payment date. Please remember to include your account number, company name and personal contact details. A member of our Billing team will then contact you to discuss further.
What's the direct debit guarantee?
Basically, it’s a legislation safeguard. It means that if the amount to be paid or your payment dates change we have to give you advance notice - a full ten working days before we debit your account. If we mess up you’re guaranteed your money back via an indemnity claim and you can cancel your Direct Debit at any time.