Direct Debit
A customer called today to check if he can add Direct Debit to his booking, The Final payment is on the 15.12.25
What will you advise?
We cannot add DD as he is less than 3 instalments away from the final payment.
A customer’s monthly direct debit payment is due on the 5th. However, when they checked “manage my booking” last week, it shows the next payment as Nov 5th. The payment is processed as per the original schedule. Why might the customer think the payment was taken early, and what should you do?
Within 8 days of this payment, the app and account will show you the following month's payment date, as this month’s payment is already in progress.
A customer called stating that the app Shows his instalment on the 07Nov25, however the money had been taken from his account.
What can you advise?
The APP doesn't count the digital month you're in. the correct drop-down bill for the DD will be found on the confirmation email.
A customer has a booking for Dec 31st, with the current direct debit payment due on Oct 10th. However, a failed direct debit occurred on the payment date, and it was reversed. The customer made a manual payment of the same amount on Oct 11th, but the system did not update the direct debit. The customer contacts you, noticing that the subsequent payments appear higher than expected.
Advise that due to the reversal, the Direct debit had failed, which made the next payments higher.
Paying the manual payment does not automatically recalculate the direct debit instalments.
A customer amended their booking today and their next instalment of £200 is on 25Nov25, which will be the first payment. What can we advise regarding the amendment fees?
A) Amendment fees will be added on the next direct instalment.
B) Amendment fees will be calculated on the following payment next month.
C) Amendment fees has to be paid on spot.
C) Amendment fees has to be paid on spot.
A customer is scheduled to depart on Dec 31st, and their final direct debit payment is due on Nov 5th. They contact you on Nov 4th, requesting an extension for their payment due to unforeseen circumstances. How would you handle this situation, and what should be checked?
The extension cannot be added as it is a direct debit.
A customer called to check why the booking is not showing the recent payment of £300 as it says PENDING on his banking app under the DD as we passed the due date by 2 days.
What will you check on the system?
A) Atcom Payment page + to wait for 5 extra days
B) Direct Debit History page
C) Booking Memos
D) APEXX
A) Atcom Payment page + to wait for 5 extra days
*Check for any reversal*
A customer, with a booking for Dec 10th, has been paying via direct debit. They decided to cancel their booking on Nov 1st, and also cancelled the direct debit with their bank on Nov1st. However, the system continued to process a direct debit payment on Nov 10th , because the cancellation was not reflected in time. The customer is now requesting a refund, but there is confusion about why the payment was taken. How should you address this
As the cancellation was within the 8 days before the due date, the payment had already been requested and authorised and ready to be actioned.
A customer called stating they should have had the payment taken this month on the 6th of October, however, they deactivated the DD on the 1st of Oct as they cannot afford to pay on the set date. But they noticed on the 6th that the payment is taken, and then he stated that the payment is not reflected on the booking.
What should you advise?
Check if it's reversal and advice due to the hold date passing means we already authorized that payment, which means it will be taken regardless. It is not reflecting, it is due that we take about 5 working days to confirm the transaction is successful. It is going to be reversed due to insufficient funds. :D Good job to whoever gets this.
A customer’s payment for £180 was due on Oct 5th, but it failed. On Oct 10th the customer called stating he has a refund, based on an email he received on Oct 6th, What does this indicate?
A) The payment was processed successfully, but the system marked it as failed in error.
B) The reversal indicates that the payment of £180 was never successfully received and has been removed from the booking, which will need to be recalculated.
C) The reversal signifies that the payment was partially received but has been refunded to the customer’s account.
D) The reversal was an administrative error, and the payment has been successfully deducted from the customer’s bank.
B) The reversal indicates that the payment of £180 was never successfully received and has been removed from the booking, which will need to be recalculated.
The customer does not have a refund.