Who is to pay for failed direct debit? Vodafone or Customer

[Kells]

I have set up direct debit 4 times on Vodafone. Twice in the Luton Mall office, once on the app and another on call with the call centre. Vodafone continue to fail to collect the money from my bank, instead I get additional 5 pounds penalty for delayed payment. And if I try to terminate the contract, I am changed 90 pounds.

Why should customer pay for Vodafone's failure? The record it in your system that a direct debit was set up, and if for any reason the customer is not fit for a direct debit, why is the customer not informed that for xyzzy reason, you are not fit for a direct debit? I think this is unfair and an abuse of power.

[AnnS]

Without stating the obvious @Kells , it sounds like the direct debit mandate has failed for some reason.   If the direct debit is shown as active on your online banking, there is no reason for Vodafone being unable to collect payments and it would certainly be worth having a word with your bank.

Banks for whatever reason can be concerned about setting  up a direct debit for a mobile phone company and with 4 requests, they may have rejected the transaction, although it's unlikely something they would admit to.  

Although we are only able to give general comments by coming to the Community forum you have found the best place to get this investigated and solved by the Social Team.  For full account access, the Team can be contacted through social channels by following the information here: Contact the Social Team for Account Specific Enquiries 

[Kells]

I appreciate your response. If Vodafone gave same response, I would have head straight to my bank to fix it. But none of the 4 people I spoke too mentioned it could be my bank. They all said their colleague may not have set the direct debit properly. It is indeed an ugly experience, paying 5 pounds extra multi time for failed direct debit.