The service has been incredibly frustrating. I requested a simple direct debit after opening a joint account with my partner. We submitted our mandates together in one letter to the same location. My partner received confirmation quite quickly, but I heard nothing. After a week, I followed up only to be told it was on its way. When it finally arrived, to my dismay, it had my old details instead of the new ones I provided. The mandate was clearly filled out, so what went wrong? When the billing day arrived, no payments were processed from either my old or new account, which raised immediate concerns. Not wanting to miss a payment, I called for assistance. This situation was becoming increasingly frustrating and confusing. On the call, the representative was helpful and assured me it was just a human error, confirming my new details were in the system. However, they mentioned that someone had mistakenly marked my old account as closed (which it wasn't; I simply wanted to switch), resulting in no charges. I made a manual payment over the phone with my new account and was assured that future payments would be processed from the new card after January 1st. However, just three days later, I was charged again on my old account, which was supposedly marked as closed, and it was processed late. Now, I've ended up paying twice, totaling over £750, right before the holiday season! This has been nothing short of a headache, and I cannot comprehend the level of incompetence displayed by the service. I'm awaiting resolution. I haven't rated this 1-star only because the representative on the phone was competent. The individual who handled the initial paperwork should face consequences. Attention to detail is crucial!
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