New customer billing/Direct Debit problem.

[PatWard]

My service with IDNet went live on 10/08/10.

Checking my bank records, I have noticed IDNet have debited my account today and yesterday with two months worth of charges.  For some reason I wasn't debited last month when my service commenced. I authorised the direct debit mandate when I put my order in some 5 days previously to my go-live date, so there was really no excuse for not taking the first months money then.  Anyway, no problem, although I'm a bit miffed to have £70 taken by my ISP within the space of 24hrs.

What's more worrying is that my invoice for 10/10/10-10/11/10 is also showing as due and about to be debited on or after 10/09/10.

I never agreed to pay 2 months in advance and I can certainly do without IDNet taking £105 from my bank account after only 4 weeks of service.  Is this an aberration and am I ringing accounts on Monday morning to find someone to shout at?

[DorsetBoy]

Welcome Pat 

A quick call on Monday will sort things out for you.  It is unusual for IDNet to get billing wrong. Invoices are sent out well in advance with a due date often weeks ahead, I know several times I wondered why I had another invoice so soon but the actual due dates were correct.

[Gary]

As Dorset says , IDNet rarely make errors, you don't need to shout either, they are not that kind of company, they will listen and look to see what's wrong, treat them nice, they are ok people back at IDNet towers 

[foreversummer]

Hi Pat

I've only just joined IDNet very shortly after you.  On the couple of occasions I've needed to contact them you'd struggle to find customer service that good anywhere.

They will sort it out for you I'm certain.  You rarely get the best out of people if you shout.

Foreversummer

[Simon]

I can only agree with what's already been said.  If there's been an error, they will rectify it, but you need to contact them direct. 

[Rik]

Hi Pat and welcome to the forum.

As the others have said, it looks like a mistake has been made, if it has, IDNet will put it right quickly and without fuss.

[PatWard]

Thanks for the heads up folks.

I'll call Monday and see what's up.  I will be nice too

[Rik]

 

I've made them aware of this thread.

[Ray]

  Pat.

[Simon_idnet]

Hi Pat

We give our customers 30 days notice of DD collecttions which is why your first payment was collect 30 days after your first invoice was raised on 6th August. The following payment on 10th Sep covers the coming month. The invoice that is curently showing on your account as unpaid was raised on 10th Sep and and is due to be collected on 10th October.

Regards
Simon

[Rik]

Thanks for clearing that up, Simon.

[PatWard]

Thanks Simon.

I re-checked the actual invoice .pdf and the correct debit date is listed there.  What had me worried was the initial list of debits in the "at-a-glance" overview:

238538     PAYMENT     10 September 2010     11 October 2010     £34.99     £34.99      UNPAID       View Invoice [PDF]
233486    PAYMENT    11 August 2010    9 September 2010    £34.99    £34.99    PAID    View Invoice [PDF]
232735    PAYMENT    6 August 2010    6 September 2010    £34.99    £34.99    PAID  View Invoice [PDF]

As you can see, the top one was showing due for this period, right after I'd already had two debits from my account.  It's not untill you check the actual invoices themselves that all becomes clear.

Thanks for the help all and thanks again Simon.

ps.  liking the speeds, even when the off-peak bandwidth feeding frenzy starts, a time where I used to have big trouble at ADSL24 (Entanet re-seller)  keep it up:)

[Rik]

Glad that's sorted for you, Pat.