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ID Mobile not updating my direct debit when requested?

  • February 8, 2025
  • 9 replies
  • 120 views
T
New
 Contributor

I have two numbers with ID Mobile. Both accessed via the same login account.

 

I have recently changed banks, so have updated a number of Direct Debit instructions with a wide range of organisations. I have done this in the app with ID Mobile, and my new account details are showing correctly in the app. I did this mid-January.

 

However, unlike every other organisation, ID Mobile has not yet submitted my instruction to my bank. As a result, the Direct Debit is not showing as active with my new bank, and still active with my old bank. I am concerned that the payment which is due mid-February, will either be taken from my old account (which has a zero balance) or that the DD will not be taken at all.

 

I would be grateful if someone from ID Mobile could look at the account and update me with what is happening, and reassure me that the funds will be taken from the correct account as per my instruction, which was submitted in good time (well before the 10-working days ID Mobile stipulate is required).

    9 replies

    MZone
    Platinum 
Contributor
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    • MZone
    • Platinum 
Contributor
    • 1157 replies
    • February 8, 2025

    Probably best to resolve this issue by using the iD online Live Chat service, to speak to a customer adviser ​@thesandrock.

    The advisers work until 6pm on weekends - just tell the 24/7 chatbot you’d like to “talk to a person”. 

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    T
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    • thesandrock
    • Author
    • New
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    • 3 replies
    • February 18, 2025

    Well, I did as advised and spoke to an advisor on the Live Chat.

     

    I was assured that the Direct Debits were active and in place, even though they were clearly not, as I can see any active direct debits set up on my account. Interestingly, one was added almost straight away, but the other was not set up.

     

    Payment was due at the end of last week, and surprise surprise no direct debits were taken (even though my account said “paid”). One direct debit appears to be scheduled for tomorrow, and another resulted in an e-mail from them to tell me I have an outstanding balance and I must make a payment immediately. 

     

    I have made a payment using my debit card, but this is not yet showing in the account. The account now advises me I need to set up a direct debit (but won’t let me, until the balance is cleared… even though I’ve already paid it).

     

    What a completely useless shower of a company.

    Tyler
    iD Mobile Employee
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    • Tyler
    • iD Mobile Employee
    • 3991 replies
    • February 21, 2025

    Hey there ​@thesandrock, sorry to hear that.

     

    If the direct debit has become inactive again, I’d recommend contacting your bank to see why this has happened (or keeps happening).

     

    Thank you,

    Tyler

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    D
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    • Doddlie
    • New
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    • 4 replies
    • May 28, 2025

    Did you get this resolved? I’m having the same issue with them. I’ve got transcripts of chats where I’ve said “it is not set up, you have to activate it”, etc, but they advisors just keep with the “it’s set up”. The DD fails and there’s plenty of cash in the account and I get a message from my bank saying “ID mobile tried to take payment but there’s no direct debit set up”.

    MZone
    Platinum 
Contributor
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    • MZone
    • Platinum 
Contributor
    • 1157 replies
    • May 28, 2025

    ​@Doddlie Next step would be to follow this guide if live chat not sorting your issue. 
     

     

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    Siân
    iD Mobile Employee
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    • Siân
    • iD Mobile Employee
    • 1144 replies
    • May 28, 2025

    Hi ​@Doddlie  sorry to hear this.

    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.
     

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    • Doddlie
    • New
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    • 4 replies
    • June 1, 2025

    Brilliant. So the response from the tech team in ID mobile…. We’ve been seeing this happen a bit more recently, please go back to your bank…

     

    oh, right, so ID mobile have a problem that no one else does, so it must be the banks’ fault (note placement of apostrophe… multiple banks are causing the problem for a single phone company…)

    looks like I’ll be having to wait for the “failed” message every month, and making a manual payment.

    N
    iD Mobile Employee
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    • Natalie W
    • iD Mobile Employee
    • 2144 replies
    • June 2, 2025

    Hi ​@Doddlie 

     

    We are very sorry for any inconvenience this issue has caused. 

    Please feel free to get back in touch via private message with any questions or concerns. 

     

    Natalie

    D
    New
 Contributor
    • Doddlie
    • New
 Contributor
    • 4 replies
    • June 2, 2025

    Thanks Natalie I have have replied to the private messages with a request for more details and how to get a “paper” DD mandate but not had a response. I’ve also recommended you have a chat with the tech that gave the response that it’s not an ID issue!

    Reply.


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