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Its not the customers fault unless the DD defaults due to funds,

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"theres enough money in the account to avoid a knock back."

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but it could of failed because of a bank error.

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Would it not be reasonable for PN to inform the customer if this was the case???.

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See it is possible PN have made no error here but without the full facts you cant say.

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Running out of excuses Vince???.

Wingco1 you are just a troll......

I do not need excuses because I am not the one who has made out to blame any one/company. I have simply asked for more info (and pointed the OP in the direction to get some of this) in order to make a properly informed judgement. Unlike some I do not think anyone is automatically to blame for a problem regardless.

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Wingco1 you are just a troll......

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To be expected I suppose. Plusnet can do no wrong in your eyes.

They can do a lot wrong and I make my feeling felt to them when they are doing wrong. They are like virtually every other company though, except I have a better line of communication with them than with most other companies I deal with.
I also give companies the chance to put things right before slagging them off anywhere. So far PN have fixed all but 2 of my problems to my satisfaction and one of these is currently with BT who have said they need 8 days just to come out. The remaining one is a problem with PN and Netgear so I won't blame either until I can get further into the cause.

I accept and appreciate what you say, however we are not talking about a technical problem that can be hard to track down. We are talking about a financial transaction, millions of identical transactions are done daily without problems. It`s hardly rocket science, but appears very difficult for PN.

The whole situation is made worse because of the fact that the account is suspended thereby denying the customer from contacting PN to attempt to resolve it. The ability for the customer to speak to someone by telephone in an attempt to resolve the problem is non existant.

I find it very difficult to understand why you continue to suggest the customer takes further steps, when PN seem to be sitting on their bottoms doing nothing constructive.

The further steps though might highlight the problem being outside of PN. If it is then it would be the OP that needs to sort it and not PN. A few minutes now could save hours later, and since it is a billing fault it is unlikely to be fixed by PN tonight as AFAIK billing are a daytime team only.

I would agree, especially as now the Police are involved. I still believe it is more likely to be a PN admin error. I find it hard to believe that a csc agent would have stated on a ticket that DD details have been entered on the system, if they intended to "steal" them.

I think taking details of the debit card may be a quick fix to get the customer back on line. Either way it`s still a total lack of Customer Support that has brought the matter to this position.

We don't need two threads on the same issue so will close this one.

New thread here