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Change Direct Debit details

  • 10 September 2018
  • 25 replies
  • 4041 views
D
I've been trying to change the details on my direct debit for a couple of days now. I recently changed bank accounts and wanted to change the account that the payments are taken from. Every time I try the app gives me 'Oops something went wrong, try again later' message. I thought I'd call them. They don't accept my PIN even though I'm 100% sure it's correct. So I thought I will change my PIN in app, easy right? Surprise, I can't because 'Oops, something went wrong!'. Still fighting so I thought, online chat is the answer! Alas, no agents there to help. I am sick and tired of being send to FAQs and help section as it doesn't cover my problem, yet it's impossible to contact ID Mobile. Please help.
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Best answer by Ryan 12 September 2018, 16:40

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25 replies

Ryan
Rank
Userlevel 6
Badge +9
Hi @Deith,

I'm sorry to see that you are having issues with changing your details. Have you tried the app again since?

If so and there is still an issue, please check for app updates and also restart your phone. Let us know how you get on.

Ryan
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K
Rank

im a new customer My old card runs out end of January tried to add new card details,  it said my new bank account doesn’t exist 

Mohammed
Rank
Userlevel 5
Badge +9

Hello @Kasabae,

Can you clarify, are you on a PAYG plan or a SIM-only/handset contract?

Double check the details entered and make sure it’s a UK Bank account registered to the account holder’s name.

 

Mohammed

 

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H
Rank

 

 

 

Will
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Userlevel 6
Badge +8

Hi @Hb140692,

 

Your post appears blank. Anything we can help you with?

 

Will

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Dbone
Rank

I accidentally gave the wrong card details for my direct debit to come out how do I give you the right one 

Kash
Rank
Userlevel 7
Badge +7

Hi @Dbone,

Welcome to the Community!

You can change your direct debit details via your account or the app. 

Simply log in to your iD Mobile app or My Account and do the following:

Go to ‘Billing’. On the ‘Manage my Direct Debit’ panel, click ‘Manage my details’

 

Kash

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James Colledge
Rank
Userlevel 2

I too am unable to change the account that idmobile take the direct debit from. I have reloaded the app, turned my phone on and off and even tried on my lap top. All I get is the “oops something went wrong”. Getting fed up with this now and complete lack of customer support.

Tom
Rank
Userlevel 7
Badge +6

Hi @James Colledge 

 

Sorry to hear this, is this in the new iD Mobile app?

 

Have you tried clearing the cache and storage of the app in settings?

 

Tom

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James Colledge
Rank
Userlevel 2

Hi Tom,

Yes I have cleared the cache and storage of the app in settings. I have reloaded the app and also tried to change the direct debit details online.

I keep getting the same message “oops something went wrong”. I did get an email from yourselves that you were currently upgrading your system (ha ha ha ha ha ha ha) and that some customers were having difficulties. You said that my case would be prioritised and all would be well within 48 hours. That was 4 days ago. This really is appalling service from IDmobile.

B
Rank
Userlevel 1

I am having the same issue. 
 

I want to change from one account in my name to another in my name, at the same bank and it won’t let me 

Kash
Rank
Userlevel 7
Badge +7

@Benco,

Have you checked via the iD Mobile app and your account online?

Can you advise if you get the issue with both?

You can try and cancel your direct debit then add new details via your account.

 

Kash

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N
Rank

I'm also having the same issue. I did a current account transfer and ID Mobile are the only DD I have that don't have the details of my new account.

 

The thing is, if I'm willing to change banks and I recently moved to ID, then surely I'm just going to move away from ID.

 

Awful.

James Colledge
Rank
Userlevel 2

Still not able to change direct debit 

Awful service

P
Rank
Userlevel 1

I have been trying to do this for over a month and it will won't work. "Oops try again".

Can someone from ID please help. This is utterly appalling.

Bekka O'Neill
Rank
Userlevel 1

I’m having a similar issue not being able to update direct debit details now I’ve changed banks. Is it best to just cancel the current direct debit and then when no payment is received I’m sure someone from ID will actually help resolve it? Seems that’s the only way to get any actual support on this one

N
Rank
Userlevel 1

Same here, trying to change for more then 2 weeks  through the app & website. Cancelled the direct debit on bank side already.

Hopefully won’t affect credit score, that they can’t take payment.

nothing…absolutely rubbish support / service

 

Tyler
Rank
Userlevel 4
Badge +6

Hey there @NB_Aidan, @James Colledge, @PACnotworking, @Bekka O'Neill & @nstr, we’re sorry to hear this issue still persists. 

 

Our teams are working on improving the app/website at the moment, and some issues are still occurring I’m afraid. We hope they’re resolved shortly.

 

In the mean-time, please ensure that your bank billing details match exact the same to the iD Mobile personal details you have on your account. Please also try specifically via this link below;

 

https://my.idmobile.co.uk/login

 

If that still doesn’t work, and as a one-off whilst we work on resolving this, please call our vulnerable customers phone-line on 0800 049 2376, who should be able to take payment/change direct debit details over the phone, whilst we work on resolving this issue.

 

Thank you all for your continued patience.

 

Kind regards,

Tyler

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R
Rank
Userlevel 1

I’ve had enough too, early this month I went on the app to change the DD details no errors ,14 days later still no new direct debit, changed it again in  case the the first one didn't actual work guess still no DD.

Try to pay manual online guess what had a error, had to use the automatic phone line been charged not sure if it actual worked since can’t see it under payment history.

 

You got to wonder how crap ID mobile backend billing system must be when It can’t even handle a DD change , for the fun of it I changed the bank account for the DD on my O2 account next day it was showing on the next bank account.

 

Going to rise a complaint tomorrow hopefully that fix it.

Lakes Claire
Rank

I also can’t change my DD details. Have tried on old phone, new phone and laptop - all say Oops

Kash
Rank
Userlevel 7
Badge +7

Hi @Lakes Claire @Razza,

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

 

Kash

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L
Userlevel 1

Having the same problem as everyone else.....in a way it's good that it's not just me. But that's bad as why is it still unresolved after this long?!

Jerzy Samolej
Rank

Having the same problem as everyone else.....in a way it's good that it's not just me. But that's bad as why is it still unresolved after this long?!

now you know how we can pay £6 a month…

 

having the same problem, can’t change the DD details.

M
Rank
Userlevel 1

Hey there @NB_Aidan, @James Colledge, @PACnotworking, @Bekka O'Neill & @nstr, we’re sorry to hear this issue still persists. 

 

Our teams are working on improving the app/website at the moment, and some issues are still occurring I’m afraid. We hope they’re resolved shortly.

 

In the mean-time, please ensure that your bank billing details match exact the same to the iD Mobile personal details you have on your account. Please also try specifically via this link below;

 

https://my.idmobile.co.uk/login

 

If that still doesn’t work, and as a one-off whilst we work on resolving this, please call our vulnerable customers phone-line on 0800 049 2376, who should be able to take payment/change direct debit details over the phone, whilst we work on resolving this issue.

 

Thank you all for your continued patience.

 

Kind regards,

Tyler

This still hasn’t been fixed!  Why is something so simple so difficult?  Why have the option in the app if it doesn’t work? Tried online also, same problem as everyone else. I just want to change account number for my DD not the bank, I’m starting to regret moving to ID, never had any problems with GiffGaff.

Tom
Rank
Userlevel 7
Badge +6

Hi @livingend, @Jerzy Samolej & @Mrdazjones 

 

The team are aware of these ongoing issues and working on a fix.

 

Have you called the team on 0800 049 2376 who as mentioned above may be able to assist with changing details?

 

Tom

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