Messed up payments.

Conrad · Sep 09, 2010, 11:54:34

Hi,

I changed my bank account a few months ago, and used the "Pay Now" button on the Accounts section of the Idnet site to pay an invoice with my new card details. The new payment was taken and I read that all future payments would come from the NEW card details (which is what I wanted). Just to make sure, I e-mailed support to advise that I had paid online with my new card and trust that all future payments would come from that card. Didn't get a reply.
A few days later, I noticed that TWO payments had been taken (one from the new bank account and one from the old) so I phoned support and was told that the payment had already been taken from the old account, but the new payment would go against my next invoice which was fine. The problem I now have is that this month's payment has just been taken from my OLD bank account (which I no longer use - and consequently have no money in) and the stupid bank have paid it and are now charging me £5 per day for an "Unauthorised Overdraft".
I just called support and was told "Well, you couldn't have put the new payment details in, best thing to do is remove all the card details completely and try again"... They took the payment from the new account, had an e-mail from me to clarify whether future payments would be taken from the new account, and also had a phone call at the time to double check!
What with all the connection problems we've been having lately and now this, I'm not best pleased with idnet right now!

DorsetBoy · Sep 09, 2010, 11:58:25

Question.

1) was the payment from the "old" bank a Direct Debit?

2) If you do not use the "old" account anymore has it not been closed?

Rik · Sep 09, 2010, 12:01:22

Unfortunately, there's little we can do to help with payment issues, you need to be talking to IDNet.

Conrad · Sep 09, 2010, 12:08:01

The payments to IDnet were set as a regular automated card payment - not direct debit.

I haven't closed the old account because I still use it for things like e-bay/paypal (i.e. little or no money is kept in the bank account, but it is still in use).

So if IDnet do not want to help as "I must not have changed the card details online", then I am going to just have to pay the bank charges. Wonderful.

DorsetBoy · Sep 09, 2010, 12:13:19

IDNet will ( I would have thought ) sort the issue out, Idnetters cannot, there is a difference.

If you log into your control panel you can see what bank/card details are in place .

Rik · Sep 09, 2010, 12:19:32

Quote from: Conrad on Sep 09, 2010, 12:08:01
The payments to IDnet were set as a regular automated card payment - not direct debit.

Have you considered setting up a DD mandate? You have much more control that way.

DorsetBoy · Sep 09, 2010, 12:24:03

Quote from: Rik on Sep 09, 2010, 12:19:32
Have you considered setting up a DD mandate? You have much more control that way.

I NEVER allow a continuous payment on any card as you have to rely on the other party to stop taking funds. DD or SO, otherwise manual PayPal where accepted, all of which I can stop anytime.

Rik · Sep 09, 2010, 12:25:08

Same here, Dorset. Before IDNet had the DD facility, I paid by EFT.

Simon · Sep 09, 2010, 12:27:43

I agree. I wouldn't set up a CCA even with the most trusted of companies.

Conrad · Sep 09, 2010, 16:35:13

It is all good. I love IDnet again. After sending the details to support via e-mail, they have processed a refund of the charges for me (thanks Simon!)

Rik · Sep 09, 2010, 16:38:16

Thanks for letting us know.

cavillas · Sep 09, 2010, 17:13:52

IDNET is God.

Rik · Sep 09, 2010, 17:20:13

Careful, Alf, you'll be getting the website put on a bonfire.

Conrad · Oct 02, 2010, 21:45:22

Sorry for the bump, but thought I would let you know so that others don't get caught out:

Just paid this months bill as a one-off card payment, and after paying, you still get the following message:

QuoteYour payment has been accepted.

If you have requested to pay monthly by Credit Card we will use this card to take future payments.

However, given my recent experience, this is not the case, so BE WARNED

In the unlikely event that you do pay monthly via a standing card payment and you want to change the card you use, make sure you do it via the "CHANGE PAYMENT OPTIONS" button on the "PAYMENT OPTIONS" tab of your IDNet account login.

Perhaps they should either get that message changed, or fix the functionality so that card details ARE amended if a one off payment is made whilst a standing payment is in place?

Peace.

...Now I'm off to get a coffee... I feel a late one coming on!