Direct debit not taken

[Sheila-w24]

I’m a new Vodafone broadband customer. They have my direct debit details showing in the billing section of my account but tell me my first bill hasn’t been paid, and that their request for money from my bank was returned unpaid. My bank account doesn’t show a direct debit to Vodafone, so does that mean Vodafone have failed to set it up? I’m now being charged extra next month for not paying! 
I’ve just paid it online as a one off, and as it hasn’t gone into my account yet, Vodafone are telling me to pay it again.

[Beth]

Hi @Sheila-w24! I would recommend contacting your bank to see if the direct debit was set up correctly their side. If this isn't showing with your bank, I'd recommend updating this within your online account (Login or Register). It's under Billing > Manage Direct Debits and cards. Even if it's showing the correct details, please add these again. 

If you need any further assistance, please reach out to the team here. Over Social Media we're unable to take card details due to the nature of the platform, but we are able to remove the card from your account before we ask you to re-add this through your online account 🙂

[Sheila-w24]

Thanks. The bank reassures me the direct debit is active but say Vodafone haven’t attempted to take any money. 

[Sheila-w24]

I’ve made a formal complaint to Vodafone and received an apology and an offer of a £10  e-gift code which I should find in the very me rewards section in the Vodafone app. Now the very me rewards section has disappeared so I can’t get my e-gift. Any ideas? 

[Janey]

Oh that doesn't sound right @Sheila-w24 Pop our social media team a message and we'll see what's happening with the gift code.