Vodafone Direct Debit

Newphoneday

Hi all, I recently took out a contract with Vodafone and the direct debit was due today. Starling sent me a notification this morning stating there was no mandate for the reference number and to contact Vodafone. I've since done this and Vodafone confirmed the details, and they would try to take payment again in 3-5 days. They couldn't explain why it hadn't already gone out as intended and brushed it off as technical glitches. I wasn't really convinced by this so asked for them to confirm via email. Should I be concerned about this? The advisor said I've nothing to worry about and it's all set up correctly. Thanks for any help. 

flaneurs_lobster

If you want to double-check then you need to get the reference that Vodafone are using on the DD instruction and verify with Starling that this DD reference matches that set up on the mandate. Could also confirm that the amount being sought matches that which you are expecting (in case they are trying to collect someone else's bill from your account). 

Probably is just a glitch (Vodafone's systems all went woopsy yesterday) and in any case the DD guarantee means that the bank will refund any monies taken outside of those agreed and notified.

Newphoneday

flaneurs_lobster said:

If you want to double-check then you need to get the reference that Vodafone are using on the DD instruction and verify with Starling that this DD reference matches that set up on the mandate. Could also confirm that the amount being sought matches that which you are expecting (in case they are trying to collect someone else's bill from your account). 

Probably is just a glitch (Vodafone's systems all went woopsy yesterday) and in any case the DD guarantee means that the bank will refund any monies taken outside of those agreed and notified.

Thank you very much, appreciate you taking the time to reply. Hopefully it is just a glitch, useful to know the context of the system issues. I will check with Starling too. Thanks again. 

Newphoneday

Just an update, spoke to Starling and they've confirmed no mandate exists, and to speak to Vodafone. Trying to explain to Vodafone has been a very difficult process. The advisor I've just spoken with has explained there's nothing I or they can do, just have to wait until they try to take the direct debit again. I'm a bit confused by this as my bank have stated it doesn't exist. Quite worried about them adding on charges for a late payment, when all I want to do is ensure my bill is paid. Has anyone manually made payments for their bill? If that's the lesser evil here, I'd be happy to just do that. 

flaneurs_lobster

Newphoneday said:

Just an update, spoke to Starling and they've confirmed no mandate exists, and to speak to Vodafone. Trying to explain to Vodafone has been a very difficult process. The advisor I've just spoken with has explained there's nothing I or they can do, just have to wait until they try to take the direct debit again. I'm a bit confused by this as my bank have stated it doesn't exist. Quite worried about them adding on charges for a late payment, when all I want to do is ensure my bill is paid. Has anyone manually made payments for their bill? If that's the lesser evil here, I'd be happy to just do that. 

Did you get the Voda CS to confirm your bank details?

Newphoneday

flaneurs_lobster said:

Newphoneday said:

Just an update, spoke to Starling and they've confirmed no mandate exists, and to speak to Vodafone. Trying to explain to Vodafone has been a very difficult process. The advisor I've just spoken with has explained there's nothing I or they can do, just have to wait until they try to take the direct debit again. I'm a bit confused by this as my bank have stated it doesn't exist. Quite worried about them adding on charges for a late payment, when all I want to do is ensure my bill is paid. Has anyone manually made payments for their bill? If that's the lesser evil here, I'd be happy to just do that. 

Did you get the Voda CS to confirm your bank details?

Hello, thanks for the reply. Yes, they checked the account details with me and I've checked them on the app too. They are correct. 

Newphoneday

I would assume that as they tried to take the money, the details are correct, it seems to be a missing mandate/ incorrect reference number on mandate that the bank don't seem to have/ can't match up and why they declined the initial payment. I did share a screenshot with all the direct debit details with the bank, who confirmed they don't have it. It may all be in the works, and perhaps I'm panicking over nothing, but given others experiences can't help but feel uneasy about it. Thanks for your help anyway, good to be able to sound this out and get any advice. 

PHK

If it was me, I would look at the list of direct debits set up on your account in the Starling app, if it doesn’t show a Vodafone direct debit then speak to Vodafone, tell them there is no direct debit set up and ask them to cancel the direct debit on their system and set up a new one. 

On the other hand if there is a direct debit setup then compare the reference number to the one Vodafone are using. That will tell you who the error is with. 

My money is on Starling as they have some form for telling people there’s no mandate even when there have been previous successful payments. Here’s one example. https://community.idmobile.co.uk/bills-payments-charges-21/direct-debit-payment-declined-78428

Newphoneday

PHK said:

If it was me, I would look at the list of direct debits set up on your account in the Starling app, if it doesn’t show a Vodafone direct debit then speak to Vodafone, tell them there is no direct debit set up and ask them to cancel the direct debit on their system and set up a new one. 

On the other hand if there is a direct debit setup then compare the reference number to the one Vodafone are using. That will tell you who the error is with. 

My money is on Starling as they have some form for telling people there’s no mandate even when there have been previous successful payments. Here’s one example. 

That is literally the exact experience I am having now. Looks like I'll be making manual payments. The direct debit is not showing in my starling app at all. Thanks for sharing this.  

Newphoneday

Yep, so yesterday afternoon I checked the account on voda app, and as expected stated I was in arrears due to missed payment. What an absolute joke, made the payment manually and can't bear to speak with another terrible advisor at Vodafones abysmal customer service centres so plan to go instore and hope for some resolution (at the very least, hopefully they will actually understand what I'm saying).