We have a PAYG by direct debit mobile. I want to change the direct debit mandate that's been running for years to my wife's bank account from mine. All the other family mobiles (2 x Three, 1 x Virgin) and our landline and broadband are paid from this account. In fact all of the household bills are paid from this account with the exception of this one outstanding Virgin Mobile on the original PAYG by DD.
I can't change the DD details online as I'm not the bank account holder although I can enter another name in the bank account details, if I ignore that. The website says under "Manage your Direct Debit":
"If you're not the only account holder or signatory on the account you want to make payments from, please give one of our friendly team a call on 789 from your Virgin Mobile phone or 0345 6000 789* from any other phone and we'll get your new Direct Debit set up for you. *Please note standard charges apply. Please check with your network operator for rates."
So I rang 789 and the rep refused to do it, citing data protection. The rep says that the meaning of your Direct Debit means a bank account in my name. This situation is unique to VM. After a lot off pushing I've been promised a paper DD mandate in the post, but advised it will be bounced if submitted.
Can somebody from VM please apply some common sense?
I can confirm that for security reasons we don't permit Direct Debits from a third party on Mobile accounts and they must be paid from a bank in the name of the account holder as per our terms and conditions.