Hello, I changed bank accounts recently and used the ID Mobile My account section on the website to update my direct debit details on the 2nd October, after my Oct 1st payment had gone out of my old account. Payments are taken on the 1st of the month. 

Today I received a text saying 

“we've been notified by your bank that they do not recognise the bank details provided by you”

So after speaking to ID mobile (as I am a vulnerable customer) I have been told that I was supposed to activate the direct debit with the bank however the bank are telling me that there has never been an attempt  by ID mobile to set up a direct debit on my account, and there is nothing to ‘activate’ as such.

I am pulling my hair out and have logged this as a complaint with ID mobile now as I just dont know what else to do. All my other bills I changed the direct debit details on have gone over to the new account and been taken from there with no issues and I have not had to ‘activate’ anything. 

I am so upset and frustrated and the agents were speaking to me like I was stupid. But I dont understand what to do. 

Can someone help at all?