Direct debit not taken

[Mtrueman09]

Had a complaint regarding transfer of ownership 25536279. This was completed but only airtime plan could be transferred over to me. Device agreement had to stop with Original owner this is fine and understood. As a result though the online account details were lost for device plan as no longer had an active number attached. To resolve the complaint handler set up direct debit for device plan for 18th of each month the first payment therefore due 18th July 2022.. On the 14th July though  I received a text saying device plan payment missed so came online to speak to device plan team. They confirmed direct debit in place and holding and to ignore text. Direct debit due to be taken 18th but  has not been taken from my bank so spoke with someone in payments who wasn’t especially helpful said that it would be taken not sure if called for it again but payment  hadn’t not been taken. Made further contact in the evening and they confirmed payment has been taken for the device plan and next instalment due august and takes 3-5 days to process with my bank. This is not my understanding of direct debits and should be automatically done with sweeps done in the afternoon. I have seen similar comments on this forum regarding issues like this with Vodafone saying it’s been paid when it turns out it hasn’t and increasingly worried that this could then impact the credit file of device owner. Support provided thus far been painfully poor therefore posting publicly in the hope someone can take ownership. 

[Effie]

Hey @Mtrueman09 I hope you're well. I can certainly appreciate your concern with this.

On the Community we have no account access and so I will be unable to look into this further than offering general advice. If you can get the account holder for the device plan to speak to the Social Media team here they can go through the account and double check that everything is set up correctly with the Direct Debit so we can ensure the payment clears on time and there will be no negative impact to the credit file. 

[hrym]

The way the system used to work (and may still do) was, I believe, that debits were prepared a few days before they were actually requested.   This could mean that a late change wasn't reflected that month, and could account for the issue you're experiencing - simply, that the process has started but not completed.

If there's still an issue, however, follow Steph's advice about contact.