What should I keep in mind about returned direct debits?
Causes and consequences of returned direct debits at sipgate, as well as notes on settling outstanding balances and reactivating direct debits.
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Causes and consequences of returned direct debits at sipgate, as well as notes on settling outstanding balances and reactivating direct debits.
If the debiting of an amount from your account by SEPA direct debit fails, a chargeback occurs. This chargeback incurs additional costs for us, which we charge you in accordance with our terms and conditions.
Possible reasons why a chargeback may occur:
You failed to notify us of your new bank details (e.g. when using automatic top-up).
At the time of the debit, your account had insufficient funds .
An SEPA direct debit has objection been filed. The bank fees are deducted from your call credit with sipgate. This may cause your sipgate credit account to go into the negative - in this case, outgoing calls may no longer be possible.
We do not automatically correct your outstanding items. If you would like to settle them, please transfer the outstanding amount or make a manual top-up.
Do you have any further questions? Our customer service will be happy to help you on 0211-63553355 or by email at [email protected].
After a chargeback, automatic debit by SEPA direct debit is disabled until the outstanding items resulting from the chargeback plus fees have been settled. As soon as the outstanding amount has been received by us, automatic debit will be reactivated.
If you would like to settle the outstanding items by bank transfer, please make sure that the purpose of payment contains your customer number so that we can assign the transfer to the correct account without delay.
Changes to automatic debit only take effect for future invoices and debits. If you have changed the payment method in the meantime, reactivation will of course take this change into account.
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