Air time and decice plan.

[KMurph01]

So I've got a plan whete I pay for  my device and air time separately. We've come to an agreement on payment dates so they're both on the same day. However I've had a letter saying I'm in arrears and If I don't pay by a certain date I'll be closed and sent to debt collectors. Now I do not know why they've agreed to a date but haven't been adding it on??? Is anyone else having these issues??? Some months my bill is 77 some months its 50 it's so confusing!

[JonathanB]

Hi @KMurph01,

I'm sorry to hear this has happened. Just to understand a bit better, are you talking about your Direct Debit payments, or do you have a payment plan for catching up an outstanding balance? Direct Debits always run for the full outstanding amount, so I'm not sure how you could have an arrears if this was your normal payments.

As you mentioned airtime and device payments are separate, so if you are on a payment plan, I'd recommend to check in with the payment support teams. Customer services can get you connected to the relevant airtime or device finance teams to check this out further.

Thanks,
Jonathan