Hi all, hoping someone can make sense of this because I’m a bit fed up.
My Nexora direct debit failed last month even though there was money in the account, then it’s just failed again today. I’ve checked with my bank and they say the instruction looks active. Nexora have now added a £5 missed payment fee and I’ve got a text saying service may be restricted if I don’t pay by card.
I’ve not changed banks, card, address, nothing. Does anyone know if this is a known issue or am I missing something obvious? I’m on Fibre 150 and my bill is usually about £31.50. Account ends 4821, if that helps. Cheers.
I had something similar a few months back. In my case the DD had come off on the 1st at like 2am and my bank didn’t show it straight away. Might be worth checking the payment reference in the app? Not saying that’s what happened here though.
Hi Megan_H, sorry this has happened.
If a direct debit is returned unpaid, the usual reasons are insufficient cleared funds at the time of collection, a cancelled mandate, or the bank rejecting the instruction. We can’t see your full bank details here, but if the bank has confirmed the DD is active then this may need a billing review.
Please don’t post any more account info publicly. You can either:
1) make the outstanding payment by card in your account area to avoid restriction, and
2) contact our billing team through the secure message centre so they can check the returned payment and fee.
If the DD is proven to have failed due to a Nexora processing error, they can review the fee, but I can’t promise a refund here on the forum.
Thanks Sam. I’ve paid it by card so hopefully that stops anything being cut off. Still annoying though because the bank definitely says the DD was live. I’ll message billing and see what they say. If they say it’s the bank, I’ll have to go round in circles I guess.
Marking as this resolved my question for now as you’ve got the next step from Sam. If you get a response from billing and it turns out to be a Nexora-side error, feel free to update the thread with the outcome.
Not to be dramatic but Nexora’s DD system has been a bit flaky for ages in my area. Mine failed once after a payment holiday thing and they took ages to sort the fee. Worth keeping screenshots of the bank app and the failed text just in case.
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