direct debit problems

Forum|Forum|1 year ago
September 26, 2024
25 replies
2341 views

Problems started when for some unknown reason ID did not claim my Direct Debit, even though it had been set for months and there was money in the account. The direct debit failed on the 18th but was also successful on the 18th. The suspension was four days later on the 24th. I had to pay the contract amount immediately as the phone is my wife's and is important for the kids to be able to make contact. No notification to say the direct debit had cancelled. Received about 4 notifications telling me my account had been suspended though until immediate payment.

Tried to dial the number given on the messages to make payment but of course they had suspended the phone so couldn't. Made the payment online. Went to try and contact their customer services to try and understand what has happened. After 3 attempts waiting on the live chat, I was cut off each time. Over 2 hours wait time estimated. Lovely service.

Finally.... now my bill is upto date. I cannot make outbound calls without it taking me to the id bills service automated message that simply informs me my account is up to date and cuts off. Thought I would leave it overnight to see if any resets. Nothing. Tried to restart phone. Nothing. Airplane mode on and off nothing.

1. Can someone from ID tell me why you didn't take my ddm

2. Can someone from ID explain why your customer service is non existent

3. Can someone from ID fix my sim card so I can make outbound calls and texts again

4. Can someone tell me if my credit file will be impacted from this "missed payment" and if so where do I write to complain.

5. I have six phone contract with ID mobile and am concerned that this could happen to any of the accounts and leave my kids unable to make a call.

If this is not resolved with a reasonable explanation I will have no choice but to change provider.

Direct Debit

Best answer by andewhite

Typically any missed payment is marked on your credit file, @Bored user.

Your iD contract is a credit agreement, so iD are obliged to tell the credit agencies about any missed payments.

The online page https://www.idmobile.co.uk/help-and-advice/complaints-procedure has more about the iD complaint process.

🍀

Show previous replies

B

Bossworld

Active Contributor

Hi @Bossworld,

If you have used the link to access the chat it should display iD Support.

Thanks,
Hosai

Thanks for replying. It wasn't live chat, it was a private message on here shortly after your initial reply, asking me for details inc full name and DOB. The request came from an account named ID Support but it doesn't have the staff moniker that yours does.

I assume it was you but wanted to be sure

Hosai W

iD Mobile Employee

Hi @Bossworld ,

Thank you for your response, I can confirm that this is iD Mobile if you would like assistance, please do reply to this message.

Thanks
Hosai

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

B

Bossworld

Active Contributor

Direct debit has dropped off the bill of this first plan again, I’ve just had to pay on my card.

Don’t understand what’s happening, you took last month’s, and my own plan is still coming out via D/D.

M

Marquerita T

iD Mobile Employee

Hi @Bossworld.

Thank you for your post. We’re sorry for the confusion with your Direct Debit and for the inconvenience of having to make a card payment.

We’re currently aware of an issue affecting Direct Debits with NatWest, and our Technical Team is working to resolve it. We’ll provide updates as soon as further information is available.

If your bank is not NatWest, please contact us directly via Live Chat: https://www.idmobile.co.uk/live-chat, so our team can review your account and investigate why the Direct Debit has not been collected.

Thanks,

Marquerita

The iD Mobile Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.