Direct debit changes and money taken

Question

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?

Nathan_B · Answer

Hi there benjaminjjones8 👋 Welcome to our forum and thanks for your post 😊
 Sorry to see you're having issues with having your Direct Debit details changed. It can take up to 24 hours for a payment to fully reflect on the account. However, I'll check this for you to see if this is now showing, so I'll pop you a PM to confirm your details.
 Regards
 Nathan

Oldbloke74 · Answer

Exactly the same - asks for a payment, the. Asks for another, then asks for another . All I want to do is change my bank account… I am going around in circles paying money without the option to enter my DD details - I have paid again&nbsp;

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Direct debit changes and money taken

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