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Question

Direct Debit

  • May 7, 2026
  • 1 reply
  • 3 views
T
Community Member

I set up a DD for my partner's bill last October have just last month entered chat conversation asking why after 6 months they still aren't taking payment by DD and cutting the phone off every month even sent a image of both mine and my partners DD set up on with our bank all the lady I was speaking to kept saying was I can see you've sent me proof but we don't have it this end this has been 6 months they even sent me a email confirming the DD had been set up not long after stating a DD had been set up with the usual if it was you ok if not contact them /bank I obviously didn't make contact as I had done it so I'm quiet frustrated with it now I set everything DD as i struggle with remembering things due to mental health and having ADHD and being on the spectrum alongside several other mental health conditions which I didn't really feel comfortable putting on this post due to bad experiences with acceptance of this , I genuinely can't for the life of me understand how it's a fault on my part as it's not the bank refusing or stopping it I've gone back and checked and there's no attempt to take the payment it's a joint account so has both names on it and has been active since October anyone able to give me any advice thanks Tia 

    1 reply

    Z
    iD Mobile Employee
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    • Zandile M
    • iD Mobile Employee
    • May 7, 2026

    Hi ​@Tiajen7884 

     

    Thank you for getting in touch with us, and I’m really sorry to hear about the ongoing difficulties you’ve experienced with this. I can appreciate how frustrating this must be, especially after taking the time to set up the Direct Debit and receiving confirmation that it was in place.

     

    From what you’ve described, it sounds like the Direct Debit instruction may not have been fully registered on our side, even though it appears correctly set up with your bank. In some cases, this can happen if the mandate does not fully link to the mobile account during setup, which would explain why no collection attempts have been made and why service reminders have continued.

     

    Kindly send us a private message so that we can look into this for you via our live chat at https://www.idmobile.co.uk/live-chat

     

    Thank you,

     

    Zandile m 

    The iD Mobile Team 

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