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Changing direct debit


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I changed my direct debit online a couple of weeks or so back but today I received a message that the payment was not taken.  I checked with the bank and they told me the direct debit had not been set up and they have no record of ID whereas 2 others with the same details were there.  They have no record of ID attempting to take payment.  I suspect no action was taken by ID following my online request.  Are there problems with changing DD?  Part of the reason I moved banks was to get a sign up bonus and ID failing to take the DD may cause me to lose the bonus.

Best answer by AndyX2Pro

Contacted the live chat...they had all the correct the DD details but it was not “activated”, they have now done that but it’s 5 working days to be live.  Does not help me with my bank switch...and they disabled my account so I had to make a one off payment to get the service back.  So the lesson is, if you change your direct debit using the online service, make sure you also contact them to ensure it has been activated.

I was a promoter of ID Mobile but this experience was very poor and I’m likely to leave.  They are lucky to have an active community on this forum as an outsourced support provider.

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andewhite
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Probably best to contact iD customer service for help with the direct debit for your iD account, ​@AndyX2Pro

The online Live Chat team work until 8pm on weekdays.


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  • April 10, 2025

Thanks ​@andewhite I did contact them on live chat immediately but they said the payment was reversed / declined whereas the bank has no record of ID mobile on my account.  I'm being told to make a manual payment and any change to DD won't happen until next month which is no good for my situation.  I'm not happy with the response.  I don't want to change the DD, just for them to use the one I requested, or give me a reasonable explanation of why it didn't work.


andewhite
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  • April 11, 2025

Good luck with getting a reasonable explanation, ​@AndyX2Pro.

Like so many organisations nowadays, when something goes wrong with your iD account, it can be incredibly frustrating and time consuming getting things fixed.


WelshPaul
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You mentioned in your opening post that you recently switched banks. I assume that you spoke with the new bank regarding your iD Mobile direct debit, and it is they that informed you that no direct debit had been set up by iD? Is your old bank account still open? Is it possible that they didn't switch all your direct debits over to your new account? I recommend calling your old bank to ask if it was them who received a request from iD Mobile for payment.

 

Also, have a look at your iD Mobile online account to confirm that the correct sort code and account number are shown under the payments section. 


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  • April 11, 2025

Thanks ​@WelshPaul the old bank is still open but no payment was taken from there, so the details must have changed.  Unhelpfully, I cannot check the details in the online platform as it won’t let me look at it until I pay the outstanding amount.   Unless I’m missing a way to check it that isn’t on the billing page.  FWIW I’ll try them on Live Chat again to see if they can tell me what they have on record as the DD..


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  • April 11, 2025

Contacted the live chat...they had all the correct the DD details but it was not “activated”, they have now done that but it’s 5 working days to be live.  Does not help me with my bank switch...and they disabled my account so I had to make a one off payment to get the service back.  So the lesson is, if you change your direct debit using the online service, make sure you also contact them to ensure it has been activated.

I was a promoter of ID Mobile but this experience was very poor and I’m likely to leave.  They are lucky to have an active community on this forum as an outsourced support provider.


Tom
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  • April 14, 2025

Hi ​@AndyX2Pro 

 

I’d recommend using the iD Mobile app to double check all the direct debit details there are correct and up to date, as well as ensuring that the home address & postcode you have with us is the same as the one with your bank.

 

When changing your address, it’ll be worth using the address search feature instead of typing it all manually.

 

Tom