Can't take payment problem

Just had a new line fitted, line tests OK, but got an email saying,

"Dear XXXXXXXXXXXXXX,

Your telephone line has passed our initial checks. This means your
local exchange can provide broadband.

However, we couldn't take the initial fee of £0.00 (inc. VAT) for your
broadband installation. This may be because your payment details have
expired or are invalid. We need to take this payment to carry on with
your broadband activation. If we can't, your broadband order will be
cancelled.."

I've logged in and double checked the card details, they are correct, it's the same card the payment for the line install was charged on so there should .be no problem, line rental is also on this card and I have not had any messages about problems for that either.

Is it because they are trying to take a payment of £00.00 ??

I was given 3 months free broadband when I signed up.

Computers are stupid! LOL!

IF Payment = £0.00 THEN Don't send eMail

You aren't likely to get a response from a PlusNet rep on here until Monday morning so you would be better either calling the Helpline or responding to the ticket via the Portal or both.

In reply to a post by Wheel_Nut:

You aren't likely to get a response from a PlusNet rep on here until Monday morning so you would be better either calling the Helpline or responding to the ticket via the Portal or both.

.

It is most likely a system error someone may have to manually put in a payment amount of £0.01 for the system to work

Got a second email saying the same thing this morning.

Rang the help line and no help whatsoever, hadn't got a clue.

She kept insisting that the payment was for £69.99 not £0.00 as the email said, it was for the line install charge plus the first months line rental (which would be £49.99 + £10.95 so that's not right).

I checked my bank and the line instal was paid on Sept 21st when I placed the order, the lady I spoke to took the payment while I was on the phone. I told her this but she insisted that that payment had not been made and that they would try and take payment again today or tomorrow.

Looks like you chose well .

I'm beginning to think so to

If they can't manage to take a simple payment God knows what else they can't do. I checked the bank again, all details correct and there's even a Direct Debit set up for PlusNet so I'm porked if I know why they can't get it right.

Mind you, I may of got it all wrong, the lady I spoke to was very quiet and her english was not great.

Get it sorted on Monday when the Comms team are in.

Is that a different number to the one on the website, 0845 140 0200 ?

There isn't a number for them - Strat was meaning the ones who respond to the forums.
You could try this number which should get you through to Sheffield as opposed to Durban 0114 296 5198

Thanks, will try on Monday then

If it was me I would ring the number Oldjim gave you, and I would ring it now.
The people at the SA customer service centre are totally clueless. On the rare occassion I have spoken to them they screw everything up, the UK staff then have to sort it out so it cant be cost effective.

I am sorting out all my suppliers and if the Customer service is not in the UK I intend to change supplier. It limits your choice and can be a little more expensive but usually the service it far better

Ringing it now, had another 3 emails for failed payment attempts

Edit.

Result!!

6 minutes on hold then sorted in less than a minute, he confirmed all payment details are in place and are correct, line install had been paid and agreed it was because they were trying to take a £0.00 payment so just marked it as paid, problem solved!.

Broadband will now be connected on the 9th.

Good job I have this connection as well

Thanks for the help, the UK number has been noted for any further problems

Edited by jeff1106uk (Sat 03-Oct-09 17:45:40)

Now you can happily do whatever you do on saturday evenings.

Indeed, another fun filled evening .............. looking after my Autistic 19yr old and my 15yr old daughter who wants me to play on Guitar Hero ............. oh the excitement of it all, and I get to cook dinner as well, the joys of being a single parent

I'm virtually sure James will sort it out on Monday...

Nasty that the support lady insisted you pay it a second time though. Get the clue stick James.

The way their payments worked for the "line at mum's" was as follows:
1. They take payment with the order, for setup (if any) and first month
(Its best to use a card for this, as otherwise it waits 7-10 days for the DD to setup)
2. Line is activated/migrated.
3. First months invoice happens and is due (email re-this can be slightly alarming as you've already paid), but this latches onto the pre-made payment and all is good.

Until now the setup fees got deferred as a 12/18 month invoice, which they wipe/cancel after the minimum period. My guess is the changes to take broadband setup upfront, plus you having a line install charge (unusual and a largely unadvertised option) at a discount and getting some months BB for free has confused the billing. Which is silly and and naughty but fairly real world...

The worst bit (to me) is the "operative" insisting that you pay again - should have said call monday to talk to someone more senior. That does I suppose confirm that the system has hidden the pre-payment from the invoicing system!

There's nothing wrong with Guitar Hero!!!

If you'd like top PM me your username, I'll try and find out what went wrong and access who's in for some extra training.

Oops! should have been a PM

Edited by jeff1106uk (Mon 05-Oct-09 13:25:45)

In reply to a post by XRaySpeX:

Computers are stupid! LOL!

IF Payment = £0.00 THEN Don't send eMail

Computers are fine. Its those programmers who write systems that fail to include such fundamental logic that are the idiots.

Hey Jeff - Wondered if they got this sorted properly for you? Did things work out?

I feel a bit responsible as one of those who said a PN line might suit half your needs.

Started this as a new thread

Edited by jeff1106uk (Sun 11-Oct-09 10:31:31)