Charge for not having direct debit set up

[Maccon]

Hi there,

I had a DD bounce once in November, paid 3 days later over the phone (self service). 

Now I got a text that I had to pay manually again. I called just to find out that three is charging for a non-DD payment as my DD is now cancelled.

I paid the now outstanding payment without the charge and said I'm happy to reinstall the DD if three is waiving the charge but this was denied. 

I checked with my bank and found out that three has cancelled the DD. 

Summary, one bounced DD, three is cancelling DD and is now charging the customer for not having a DD. And is now forcing (bulling) the customer into a DD otherwise every month the 4.57 euro getting added. 

Is that all correct? 

[LauraH]

@Maccon Hello. I'll answer this for you. When a direct debit is returned as unpaid from a bank we automatically halt the direct debit to avoid further back out charges. If you're happy that the return was a once-off then you can set up the direct debit again via My3 and this will eliminate the €4.57 admin charge from your future bills 👍