Direct Debit not taken

[Alexh1234]

My direct debit was not collected this month despite there being no changes being made to this. I have not changed bank accounts and when I have checked the direct debit set up on here, the account details are correct. Does anyone know why this is? I have tried to contact the Livechat on multiple occasions and each time it says 'no operators available'.

[Eddie91 · Accepted solution]

I’ve had the same. When I phoned they told me they’d try again in 7 days. Annoying as I had money in the account 

[Alexh1234]

Thanks for your help. I've paid manually because they sent quite a threatening message despite it seemingly being their error so hopefully it at least goes to credit next month if they take it again

[Eddie91]

I have just spoken to three. Problem is with DD due on 24/25th they are working to resolve the problem. Service will not be stopped on affected accounts

[musicman123]

Has problem been fixed.my direct debit not been taken last 2 months.had to pay over the phone

[JonathanB]

Hi @Alexh1234, @Eddie91,

I'll send you each a PM that will link you to a support team that can provide further support and advice about this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

[KylaFoster]

Hi, this happened to me in May too but I've only just come across this. This has caused me such issues as I haven't been able to remortgage because of my credit report and now I'm finding out that it was your error. I spoke to you a number of times who reassured me it was resolved and would not affect my credit report but it has. What can be done about this? If 3 can't do anything then can I send this to the credit referring agencies to get it changed?

[JohnM]

Hello @KylaFoster,

We are deeply sorry how this situation has affected you, this is not what we want for our customers!

I have sent you a PM you a direct link to our specialist team who can support with this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

John M

[WendyM]

Hi John,

Could I kindly ask for the same PM and/or link to speak to the specialist team as well.

I've had the same issue due to problems with direct debit collection.

Thank you.

[Chloe1234]

Hi 

Cab I have the same link please, I have had the same issue for the past 4 months and have been in contact with live chat 5 times and this issue is still not resolved.