My bank has also changed so the original direct debit is no longer valid.
And why doesn't online chat actually work???
Best answer by Kevin
If you've cancelled the Direct Debit, then a refund to the bank account you previously had on file would now not be possible for us as we wouldn't have the option to re-instate that or make a payment to that now closed Direct Debit you see.
If you could you call our Customer Services Team on https://tel:+443330037777 they may be able to potentially help you with a card refund separately there if money is owed on the account, or at the least they should be able to get a cheque to you.