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direct debit payment declined

  • January 15, 2025
  • 5 replies
  • 104 views
L
New
 Contributor

Hi,

Today my direct debit payment was declined. My previous payments had been made just fine, I recently switched my bank and set up the new direct debit details in the app. 

I received the following message from Starling bank today.

"Your Direct Debit with Id Mobile was declined as there was no mandate with reference 13917166/001. Please contact Id Mobile if you'd like future Direct Debits made to them."

I will contact customer service later once they are open, and see if they can correctly set up the direct debit since it appears that hasn't been the case. But has this happened to anyone else? I read one older post with the same issue but didn't appear to be resolved. The strange thing is looking in the ID mobile app in payment history it says that my payment was successful but not appearing on my bank statement.

 

 

    5 replies

    Tyler
    iD Mobile Employee
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    • Tyler
    • iD Mobile Employee
    • 3054 replies
    • January 17, 2025

    Hey there ​@Lethaljoe, sorry to hear that.

     

    As you’ve mentioned, we’d request that you contact our live-chat to have this looked into further:

     

    https://www.idmobile.co.uk/live-chat

     

    Thanks,

    Tyler

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    L
    New
 Contributor
    • Lethaljoe
    • Author
    • New
 Contributor
    • 3 replies
    • January 17, 2025

    Hi Tyler,

     

    I've spoken to the chat but they were unfortunately unhelpful. They told me that my direct debit is on file and payment was received as scheduled. I knew for a fact at that time it wasn't. The agent left the chat. Another agent told me the same thing and wouldn't escalate it further.

    I've since been notified that my account needed payment, which I manually did within the app. So my account is back in the green. Looks like I'll have to manually make payments every month. I'm not impressed with the customer service at all. I would leave with all the hassle but have 9 months on contract left.

    Tom
    iD Mobile Employee
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    • Tom
    • iD Mobile Employee
    • 7891 replies
    • January 18, 2025

    Hi ​@Lethaljoe 

     

    Have you used the iD Mobile app to ensure that all direct debit details are up to date?

     

    It’ll also be worth using the address search feature on it to update your address, even if it looks like it’s correct.

     

    Tom

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    L
    New
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    • Lethaljoe
    • Author
    • New
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    • 3 replies
    • January 18, 2025

    Hi Tom,

     

    Everything is up to date and all details are correct. After I received a message from ID saying that I owed this months money I made a manual payment myself. My direct debit details had disappeared from the app. So I've re-entered them for next month. Hopefully it will work in February. 

    Tyler
    1 person likes this
    • Tyler
      Tyler
    Tyler
    iD Mobile Employee
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    • Tyler
    • iD Mobile Employee
    • 3054 replies
    • January 20, 2025

    Hey there ​@Lethaljoe, no problem at all, we hope so too.

     

    Any further issues, please let us know.

     

    Thanks,

    Tyler

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

    Reply.


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