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Direct Debit cancelled without my instruction

I always pay my bill by direct debit. However this month I received a text on the payment date saying no payment received. When I logged on I saw that my bill is no longer set up as direct debit and I've also been charged the admin fee. I did not cancel the Direct Debit and the previous payments went out of my account with no issues. Can 3 Customer Support advise please?

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Re: Direct Debit cancelled without my instruction

If the direct debit doesn't go through it prob cancels. I think that's how it works
I am not a Three employee. I'm just a little helper Smiley Happy
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Re: Direct Debit cancelled without my instruction

3 Community Manager

Hi @peppsnxzak   @Mac_n_cheese is correct, if a DD backs out for any reason then it is automatically removed as the payment type but you can set this up again by calling 1913 and our customer care team will get this sorted.

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Re: Direct Debit cancelled without my instruction

Thanks for your reply but that's not what happened. My direct debit was being taken from my account as usual for at least the last few months without any issues. When I checked my account on 22nd November it said DD due to be taken out on 10th December. At some point between 22nd Nov and 10th Dec the DD was removed from my account. This makes no sense. Can you check further please. Thanks.

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Re: Direct Debit cancelled without my instruction

3 Community Manager

Sure I can. Send me a PM with your number, name, address and date of birth and I'll check it, I'll come back to you here. Thanks'

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