Vodafone cancelled DD

[lizmac]

Vadafone cancelled my direct debit and there is no option to re set it on the billing page.  I have used "Chat" to sort this with no luck.

Any ideas please?   I am driven mad by this.

[Effie]

Hey @lizmac I hope you're well and having a lovely day so far! 

If you log into the My Vodafone App, at the bottom right of the screen you should see an option that says 'Billing'. Click that and then scroll all the way to the bottom of the page. There you will find the option to set up or manage your payments via Direct Debit. 

If you are unable to do this via the app you will need to call the Customer Service team on 191 as we have no access to accounts on the Community, and the Social Media team are unable to accept any payment details. 

[GORDYDJ]

This happens each and every time a DD payment is missed. 

If I don't remember to restart DD after making a manual payment this means another missed payment.

Web chat was useless in trying to sort the issue. Phone chat didn't give me much confidence either.

This has never happened before with any other company. Usually restriction of services. Never cancelling DD.

I should point out that I spoke to my bank who confirmed that they never cancel a DD. And the person I spoke to found Vodafone's action strange.

I would like to know why this happens. And more importantly why it happens without any warning. I can't find any information anywhere stating Vodafone's right to do this.

I have checked my account and payments and one late payment is not in my opinion justification for cancellation of my DD.

Perhaps you could point me to any place in the terms and conditions that state Vodafone's right to take such action.

[Andy]

Hi @GORDYDJ 👋 I can certainly understand your concern and frustration, the DD shouldn't just be cancelling after making a manual payment. However if there have been multiple attempts to take payment from a DD and these have been unsuccessful, your DD may be cancelled.

When making a manual payment this will stop your DD payment from being attempted, as long as it's before we start the DD claim which is usually a few days before your payment is due.

So we can investigate this further, could you please contact our social team via this link, we can then check when your bills are due etc and see if we can pinpoint why your DD is cancelling.