Direct Debit issue
There was an issue with direct debits where a small number of payments were not taken from some customer accounts recently. We are really sorry for any inconvenience caused. Please read the below for more information and any action that you may need to take.
What happened?
We should have collected your bill on or around the 24th or 25th May. Due to a processing error, we didn’t do that.
You may then have received messages from us about your direct debit and payment date after your bill should have been collected.
What will happen next?
You do not need to take any action, you will still be able to use your services and we will collect June's payment on your normal June payment date.
I have already made a manual payment for part or all of May's bill- what should I do?
You do not need to take any further action. Your June bill will show a previous balance that relates to your May bill and will say we will collect both amounts in June. If you have manually paid May’s bill in full, we will only attempt to take the charge for June. If you have made a manual part payment for May’s bill, will take the remainder for May’s bill, along with your June payment, on 26th June.
My account was already in credit- what should I do?
You do not need to take any further action. Your June bill will show a previous balance that relates to your May bill and will say we will collect both amounts in June. The credit on your account will have been applied against all or part of your May bill, we will take any outstanding balance for May, along with your June payment, on 26th June.
What if I am struggling to pay?
Don’t worry, please contact us via contact us to discuss your options.
I have recently received a message saying my account is overdue/my services have been suspended?
You can ignore this message. You will still be able to use your services.