I've tried to change the account my direct debit comes out of. It said I needed to make a payment before it would let me do that. So I paid the amount it said using my debit card, got a confirmation email, and tried to do the rest. The website and app are both telling me I still need to make a payment, and it is saying a payment will be taken next month (even though I just paid). I've tried using the AI advisor but it either doesn't answer my request properly or it says it'll send me a WhatsApp which never arrives. I tried phoning and it just said "we'll send you a link to change your DD", and then hungup.
So, my questions are:
1) why won't it recognise that I've made the payment?
2) why won't it let me change my DD?
3) Why can't I just speak to a person that could give me the information I need, resolve the issue with the payment, and change the direct debit?
