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Direct Debit not changed causing service to be suspended

  • September 13, 2024
  • 3 replies
  • 77 views

I changed my direct debit details over 2 weeks ago to a new bank and it would appear that you have cancelled the old DD and not instigated the new one.  This has caused you to suspend my service without any warning and has caused me massive inconvience today.  I have manually paid the outstanding balance however my service still remains suspended.  I understand that it may take between 2 to 24 hours to reconnect but this is simply a poor service and not a problem of my making, it’s down to your poor administration.  Can you please confirm the following:

  1. Are the new bank details still held by you?
  2. Are you are still in the process of implementing the new direct debit?
  3. Do I need to again give you my new bank details for the direct debit because you have failed to implement or lost the new bank details.
  4. What reassurance can you provide me that you haven’t mismanaged my direct debit data and my bank details have not been misplaced/lost.
  5. Confirmation you have not breached GDPR or Data protection act regulations in respect of my private data.
  6. What is your position as a business to recompense me for my loss of service through no fault of my own which has caused me huge inconvience today.

I appreciate that whoever picks up this message it isn’t your fault however I would like to understand what has gone wrong here with my information.

Thank you

3 replies

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • 4825 replies
  • September 16, 2024

Hey there @andystevens452, thank you for reaching out.

 

Due to the issues raised, we’d recommend contacting our live-chat immediately for support to see if your direct debit is active, or if it needs activating:

 

https://www.idmobile.co.uk/live-chat

 

Thanks,

Tyler


  • Author
  • New
 Contributor
  • 1 reply
  • September 16, 2024

Not very helpful as your live chat rarely works...only took 3 days to pass me onto another platform that doesn’t work. 


Tom B
iD Mobile Employee
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  • iD Mobile Employee
  • 8434 replies
  • September 18, 2024

Hi @andystevens452 

 

We aren’t a live service here on the community, it may take 3 or more days to respond to a public post here.

 

For quicker service we’d recommend the Live Chat, Facebook or Twitter.

 

If you’d rather us get in touch to look into your account here we can, however we won’t be quick, you may be waiting for 3 days or more again.

 

Tom