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Bank rejects all payments because insecure method is used

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I have tried 15 times to pay an outstanding balance, through the app and through the automated telephone payment service. All payments have been rejected by my bank. My bank, Royal Bank of Scotland, says this is because iD Mobile tries to use an insecure payment method, and that I have to get in touch with them. There is enough money on my account. I tried to make the payment using my debit card. I don't have internet banking.
Can anyone help? ID Mobile even just sent a final notice, but I can’t find any other way to contact them.

Best answer by andewhite

EmilioAlberto wrote:

I had tried that a few dazs ago, and only got the chatbot and it replied that it did not understand. I will try again this evening

Have told the 24/7 chatbot you want to “talk to a person”, @EmilioAlberto?

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    6 replies

    andewhite
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    • andewhite
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    • May 15, 2024

    The primary way of getting help from iD customer care is via their online Live Chat service, @EmilioAlberto. 

    The advisers work until 8pm on weekdays.

     

     

    Forum member (non-iD).
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    • EmilioAlberto
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    • May 15, 2024

    I had tried that a few dazs ago, and only got the chatbot and it replied that it did not understand. I will try again this evening

    andewhite
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    • Answer
    • May 15, 2024
    EmilioAlberto wrote:

    I had tried that a few dazs ago, and only got the chatbot and it replied that it did not understand. I will try again this evening

    Have told the 24/7 chatbot you want to “talk to a person”, @EmilioAlberto?

    Forum member (non-iD).
    Tom B
    iD Mobile Employee
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    • Tom B
    • iD Mobile Employee
    • 8408 replies
    • May 20, 2024

    Hi @EmilioAlberto 

     

    Do you still require assistance with this?

     

    I can’t say I’ve heard of anybody having issues with an insecure method, please ensure that all details on the app (Name, Address etc) match that of the details in your bank account.

     

    Tom

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    • EmilioAlberto
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    • May 20, 2024

    I had a chat with customer support. They reinstated the direct debit, I am not sure how that was cancelled. 

    I don't know what the issue with cars payments was, but hopefully that solves it

    Kash M
    iD Mobile Employee
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    • Kash M
    • iD Mobile Employee
    • 8193 replies
    • May 22, 2024

    Hi @EmilioAlberto,

    Please can you try on a different device or browser?

    It should work via your account online.

     

    Kash

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