Direct debit set up but phone payment and this month's bill not paid

[Jludlum]

This and last month my bill and my device plan have not been paid despite the fact I set my direct debit up after having to cancel it due to a bank error back in August or September
I had to pay for my device plan manually last month despite having set up the direct debit and the bill for my data plan on the three app. 

I can't tell if this issue is being caused by the constant system changes on three, my bank or what but it's annoying

[cellularautomat]

I think I’m about to have the same issue.  Changed banks.  Airtime DD setup.  Device plan one still not showing and due on Friday.  Customer services insist everything is fine and setup correctly but refused to confirm this in an email… I’m so sick of 3.  Never again.

[Anonymous]

If Three have confirmed in app that you have an active direct debit (check the bill tab) then your bill will be paid by that method on the date it’s due. 
The issue as you call it is highly likely to be caused by the bank error you mentioned and not Three.

[Jludlum]

I managed to get the bill sorted out but the device payment itself still just hasn't been set up again despite multiple requests with them to resort it

[ppglou333]

I have the same issue. My airtime and device plan direct debits were working fine, but then I changed my bank. The new direct debit for airtime was fine but the device plan wasn’t taken. They have confirmed it is set up but still not taken. They even cancelled it and set it up again but it’s still not set up with my bank. I have to phone every month and pay it manually, which is so annoying. 

[JadeF]

Hey @ppglou333 

Welcome to the Three Community Page.

This sounds incredibly annoying and you shouldn't need to do this each month. 

Please reach out to the Customer support team and ask to be transferred to the Device finance payment team for this to be updated correctly for you.

Jade

[ppglou333]

Thank you for the message. Sadly I have already tried this and I’m told each time that it’s all set up and good. Nobody seems to be able to fix this issue. I even escalated it to a complaint but still no fix. 

[PeteG]

It might be worth checking with the team to ensure that any current balance, or outstanding balance on the device finance account has been paid. The direct debit will not be able to be set up fully unless the finance account is at a £0 balance when the direct debit is being set up. 

Pete. 

[cellularautomat]

I don’t understand this - if the balance was 0, we wouldn’t need to change the direct debit as there’d be nothing to pay.  Are you saying that we can’t change Direct Devit details midway through a device plan?  If so, that’s ludicrous