I have recently opened a new sim account for my elderly father. He recieved a new sim and an email confirming direct debit details. However the account holder name they stated was incorrect.

The sim arrived, and has been activated however the phone number is not active. Probably because the direct debit details are incorrect.

My father contacted live chat to ask to change the name on the direct debit and was told he was not allowed to do this and  would need to do this on the app . The ID agent stated the details of the direct debit which had the wrong bank account holder. I told him that this was exactly the problem I wished to correct.

 It had the wrong name as the bank account holder. 

The clearly could not understand what my issue was as everything required a typed description 

. But kept Insisting that the direct debit had passed checks.  To which I replied " how can it have checks if it contained incorrect details?"

He then dissappeared and never returned to the chat.

So the issue remians that I cannot create an account in the ID appfor my father as they keep sending an activation code to the phone line that is not active.

I am unable to complete the set up of the app and so am unable to change the direct debit details let alone cancel the sim plan.

There is no active direct debit set up to pay for this account as it quite obviously didn't pass the checks even though the ID agent insisted that it had. If the direct debit was not authorised, then how did my father even recieve his new sim for a number that was never made active and a direct debit thatbwas never cleared.?

 I am totally baffled....

It appears from the extremely unhelpful  live chat agent that ID are unable to help.

Does anyone have any ideas on how I can resolve this.

ID obviously don't have a customer service representaive to actually speak to to resolve this.

My next step is to put in a complaint as I can see no other way of actually speaking to someone with my own voice and not having to type everything that is quite obviously getting misunderstood.

Please help!

Thanks