Direct debit issues

[Whataroyalannoyance]

I started a membership with a company in mid July. Paid for the remainder of July and August on the 20th July just a normal pay by card. Money came out the bank 2 days later. I set up the ongoing direct debit which was meant to come out on the 28th August then 28th Sept. Realised on the 1st Oct that the 2 dd payments hadn't been taken. Went into speak to them. It shows on our dds on my banking app so obviously it's been set up. They checked all the account details, all correct. They then couldn't find the 1st payment so we showed them the screen shot of it. Is there anything we can do to sort it or do the company have to sort it at their end? They were asking if us if they had computer issues on the day they set it up, needless to say that made me concerned that's they had no clue!

You could challenge with your own bank. Under the DD guarantee your bank should refund you straight away and they will seek an indemnity with the company concerned.

The company have taken the 2 months payment over the phone and waived the nonpayment fees. So atm I'm not out financially.

If they didn't take the direct debit then its their issue as they need to ask your bank for the payment. There isn't anything you can do at your end as they ask for the money rather than you sending it to them

@Wildernesstips

You could challenge with your own bank. Under the DD guarantee your bank should refund you straight away and they will seek an indemnity with the company concerned.

They haven't taken any payments using the direct debit set up on their account so there isn't anything to refund

@dementedpixie

If they didn't take the direct debit then its their issue as they need to ask your bank for the payment. There isn't anything you can do at your end as they ask for the money rather than you sending it to them

I thought that was the case. I've confirmed the account details. It shows on my account as a dd thats set up

Sorry, completely misread the OP there.