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Question

Direct Debit Issues

  • January 17, 2025
  • 3 replies
  • 89 views

Dime
Community Member
  • Community Member

Hi, I could use a hand with payments / Direct Debits please. 

I have 2 plans on my profile and I tried to move one account over to a new bank account via direct debit. Set it all up just fine, the date of payment comes around, the payment “doesn’t work”. I get threatening emails from the system saying I need to pay immediately or the debt collectors will be around.

I logged into the system, it shows a failed payment but immediately shows a successful payment on the same day. Regardless, I settle the bill manually in case it didn’t go out. At this point the system doesn’t register I’ve paid manually and still refuses to let me set up a direct debit.

On talking to the live chat, the person I’m speaking to can see and confirms the direct debit details via taking the last 3 digits of the new bank account. So the details ARE on the system, but it won’t show me them and states no DD is in place.

What is going on? All the live chat agent could tell me is “how to setup a Direct Debit” which I’ve clearly already done once and it has failed. I now seem to have paid twice for a service as 2 payments are listed as successful on my account, but I have no active DD in place and no faith this won’t happen again next month.

Really not amused with being threatened by debt collection when this is blatantly not my fault, as the live chat agent confirmed the system has my updated DD details, but just hasn’t made one. What do I do other than just leave and go somewhere else?

3 replies

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  • iD Mobile Employee
  • 1871 replies
  • January 20, 2025

Hello ​@Dime 

 

Thank you for getting in touch and we are very sorry to hear this is happening. 

 

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. 

 

Nat 


Dime wrote:

Hi, I could use a hand with payments / Direct Debits please. 

I have 2 plans on my profile and I tried to move one account over to a new bank account via direct debit. Set it all up just fine, the date of payment comes around, the payment “doesn’t work”. I get threatening emails from the system saying I need to pay immediately or the debt collectors will be around.

I logged into the system, it shows a failed payment but immediately shows a successful payment on the same day. Regardless, I settle the bill manually in case it didn’t go out. At this point the system doesn’t register I’ve paid manually and still refuses to let me set up a direct debit.

On talking to the live chat, the person I’m speaking to can see and confirms the direct debit details via taking the last 3 digits of the new bank account. So the details ARE on the system, but it won’t show me them and states no DD is in place.

What is going on? All the live chat agent could tell me is “how to setup a Direct Debit” which I’ve clearly already done once and it has failed. I now seem to have paid twice for a service as 2 payments are listed as successful on my account, but I have no active DD in place and no faith this won’t happen again next month.

Really not amused with being threatened by debt collection when this is blatantly not my fault, as the live chat agent confirmed the system has my updated DD details, but just hasn’t made one. What do I do other than just leave and go somewhere else?

same things happening to me.. started in October 24 and on my plan and then November on my husbands plan .. I've been paying by card payments and Dd have been taken twice 5-8 days apart for the same plan so in fact me thinking I've paid twice I could have actually paid 3 times .. not paying anymore ..ID started the problem .. looks like they'll be losing more customers if what I've seen about all the double DD payments being taken …


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  • iD Mobile Employee
  • 1871 replies
  • February 15, 2025

Hello ​@frustrated flower 

 

Thanks for posting. 

 

I have replied to one of your separate posts regarding this issue. 

We will pick this up with you from there. 

 

Thanks, 

 

Nat