Help to buy direct debit help!

LiveForever1

Hello. We have entered into out first repayment month after the first 5 years and we have an issue with the direct debit! We received a letter on the 25th May explaining that the direct debit payments will now be paid to Equinti Gateway Ltd. and we didnt need to do anything as the direct debit instruction has been supplied to the bank (we were already paying the £1 admin fee per month) and the payment will be taken on 1st July.
We received an email at 11.20pm on Saturday evening (1st July) with an arrears statement saying we have a loan arrears balance and to contact them to pay. There was an option to pay by bank transfer but the bank details are our own! I have tried and tried to contact them by telephone but had no joy and the direct debit has not been taken. 
There is no issue with money being available but we are worried about this and dont want it to go against us and out credit reports! 
Has anyone else experienced this?

HelloForum

Not sure if related but Ive been paying by direct debit for a long time. I recently received letters saying something was changing and that I didn't need to do anything they confirmed what the amount would be on the 1/7. They haven't taken payment and there no longer seems to be a direct debit set up on my account.

LiveForever1

Thanks. It sounds like there is a DD issue, we are certainly not in arrears!

ShadowNight

HelloForum said:

Not sure if related but Ive been paying by direct debit for a long time. I recently received letters saying something was changing and that I didn't need to do anything they confirmed what the amount would be on the 1/7. They haven't taken payment and there no longer seems to be a direct debit set up on my account.

Wanted to add another voice here. Also received a letter from them in May stating they were making changes. As of the 1st, previous Target (Elderbridge) DD gone from account with no replacement. Phoning them is a waste of time as they never answer, and their auto-email now provides no details of a response time (Previously was 3, then 10 days).

Given the reports in the other thread (RE: not answering their phones), this is all very troubling.

HelloForum

Mine went out this morning. Not sure it's the amount they said off the top of my head.

ShadowNight

HelloForum said:

Mine went out this morning. Not sure it's the amount they said off the top of my head.

That’s good to know — thanks for providing an update. Hopefully it’s just a blip, and resolves itself in the coming days then.

LiveForever1

We actually managed to talk to someone and they confirmed the email letter was incorrect, our direct debit has been taken this morning!

HelloForum

ShadowNight said:

HelloForum said:

Mine went out this morning. Not sure it's the amount they said off the top of my head.

That’s good to know — thanks for providing an update. Hopefully it’s just a blip, and resolves itself in the coming days then.

It was slightly less than the letter said, I assume the rest will be slightly more. I did ping them an email on the 3rd for my own peace of mind, when they hadn't taken the DD. If they had just communicated they knew there was an issue with the letters they probably could have significantly cut the amount of calls they are dealing with and focused on the important ones.