Hey there ​@kimpennington06, sorry to hear that. I see you’ve mentioned you’ve raised it with us numerous times. When did you last raise it and with what team please?

What was last said when you spoke to us?

Thanks,

Tyler

Hello, it was logged as a complaint for a 2nd time on 9th July by the vulnerable customer team. 

Also I keep receiving texts to pay my bill but there is a direct debit in place. The was a payment holiday applied to my account which I didnt need and asked to be cancelled. The dd should be taken today but hasn't gone. I do not want to receive any late payments on my credit file as this is not my error. 

Kim

Sorry, they said it would need to be referred the tech team would look into it.

Hey there ​@kimpennington06, if it’s with the vulnerable customers team, and they’ve raised it to our technical team, then our technical team will still be investigating the issue further for you, and we’d advise awaiting updates, or calling the vulnerable customers team back to chase for updates.

If your direct debit hasn’t gone through, or isn’t active, then we’d recommend paying manually this time around, and then re-activate the direct debit via the app/website once paid.

Thanks,

Tyler