Daily Direct Debit SMS from ID mobile

Jodybunting

Is anyone else having this same issue with their direct debit and daily spam text from id mobile?

ID mobile stupidly cancelled my direct debit after it failed twice, so now it’s impossible to reset it up on the same account.

This issue has been going on for months, since December 2024, with no one being able to sort it out, the complaints team have now admitted its deadlock so I can now thankfully go to the communications ombudsman.

The worst bit is…

A. My direct debit isn’t working so I’m having to pay manually every month (and getting charged extra for doing so)

B. They send me a text EVERYDAY saying “Hi, we have reinstated your Direct Debit as requested by your bank. If you believe this was done by mistake, please contact your bank or our support team at [ID Mobile Contact Us link]” AND IT'S DRIVING ME INSANE!!!

Id mobile “technical team” are saying it’s because the bank keep sending through new direct debit instructions everyday, so they have to send me that text and I need to contact them to stop the texts.

The bank, NatWest, refute this and are saying monthly they are asking for a direct debit mandate as they can’t set the direct debit without it. 

The bank say the fix is simple, get id mobile to send me a mandate, I fill it in, send it to the bank and it’s set up.

Id mobile are refusing to send me a mandate.

I am stuck in the middle with both sides blaming each other and no one being able to help me.

The overseas customer service team on chat are clueless, but they do keep putting credits on my accounts to apologise for the issues, which is nice, I've not actually had to pay my month bills for a few months.

The UK based complaints team are totally useless. They have no solutions, don’t apologise and have not offered any compensation for the many calls and hundreds of online chats I’ve made. They don't even follow up or get back to me when they say they will call or email me with an update. 

I’ve even cancelled my active direct debit 3 times and reset it up again, still doesn’t work. The problem seems to be id’s policy of cancelling direct debits after 2 failed payments blocks all future instructions being set up, but they are too idiotic to realise they have blocked their customers from paying them ever again. 

Blocking money, how can a business survive like this!

I've even suggested to the UK complaints team they cancel my whole account, reconnect me and just start again, they refused.

I have threatened to leave many times hoping the loyalty team will help me, they just send me my PAC code and tell me, ok leave. 

I just want my direct debit to work and these annoying daily spam text from id mobile to stop.

I will now go to the ombudsman for help as the id mobile complaints procedure is poor and there is no way to speak with the “technical team” directly or a manager to escalate the issues. You have just deal with the poor front line agents who have no idea what they their management team are doing, they are very poorly trained and not managed at all.

The worst thing is no one at id mobile is taking control of this complaint, I am having to ask them for an update every single time, it’s disgusting customer service and if I was not tied into a contract would have left months ago.

Resolution I am looking for...

- Set up direct debit correctly

- Stop spending me daily text messages about direct debits

- Compensation for manual monthly payments I’m having to pay, and the hundreds of times I’ve had to contact id about this same issue as no one is taking control or following up.

Please if anyone has had the same issue, please let me know, especially if you have a solution for me. Thank you.

flaneurs_lobster

Can you not just cancel the DD instruction at your bank?

In the time you've spent writing this long and detailed post you could have found another cheap deal elsewhere, signed up and given them the PAC that ID have helpfully already supplied.

Stop wasting your time with this company. From personal experience they are fine while everything is working per (like most of the cheap MVNOs), as soon as anything needs customer service intervention they demonstrate why they are cheap.

ButtersUK

flaneurs_lobster said:

Can you not just cancel the DD instruction at your bank?

In the time you've spent writing this long and detailed post you could have found another cheap deal elsewhere, signed up and given them the PAC that ID have helpfully already supplied.

Stop wasting your time with this company. From personal experience they are fine while everything is working per (like most of the cheap MVNOs), as soon as anything needs customer service intervention they demonstrate why they are cheap.

I read the above and can't disagree with what you say.

As a matter of (not inconsiderable) interest .... which, in your own experienced, of the MVNOs are least likely to cause grief?  I accept I'm asking a lot.

I've spent some time reading of the difficulties people have with their MVNO - or, indeed, their MNO. And, as is to be expected there aren't any who don't have a shed load of complainants who post on various sites and forums.

I have my own personal experiences to fall back on and certain companies that I wouldn't return to but there are patterns that tend to form and some firms have accrued pretty bad reputations - as opposed to one or two who seem less bad.