Why is my Direct Debit delayed?

Direct Debit is the payment method we use to collect monthly mortgage payments from our customers.

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Written by John Cullen
Updated over a week ago

Direct Debit is the payment method we use to collect monthly mortgage payments from our customers.

When you first set up your mortgage payments with us, you let us know which date you want to pay on.

Unlike some of your other direct debits you may have set up, you will only see your payment come out of your bank account 3-5 working days after your preferred payment date.

This is because we kick off the payment process on the day you have chosen as your preferred payment date and Direct Debits generally take 3 working days to process.

This means that your monthly mortgage payment will only clear from your bank account 3 working days after your preferred payment date and not on the date itself.

We know this processing time is frustrating for many of our customers, but unfortunately, it isn’t something we can control.

You can see your chosen payment date by logging in to your Gen H dashboard. If you want to change this date, just get in touch with us via live chat or email [email protected]

In some instances it can take up to 5 working days for your payment to clear from your account. For example, this can occur with your very first mortgage payment with us.

An example for a customer that pays on the 1st of the month:

  • If the 1st of the month falls on a working day such as Tuesday 1st August, your payment will clear from your bank account to Gen H 3 working days later, on Friday 4th August, at the end of the day.

  • It is only on the following working day, Monday 7th August, that we will know whether the payment has been successful or not. Once the funds clear, you’ll also be able to see this on your dashboard.

  • If the 1st falls on a weekend or public holiday such as Saturday 1st July, we will initiate the payment on the next working day, Monday 3rd July, so the payment will clear from your bank account to Gen H 3 working days later on the evening of Thursday 6th July.

If you’re ever unsure about the status of a payment, you can reach out to us via webchat.

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