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Three cancel direct debit, despite arrangement to pay late-is this common?


theDarkness

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A friend agreed with three on the 14th to postpone payment of their usual mobile contracts direct debit for a few days (to pay on 20th), as they could not pay on time. Unfortunately on the 16th decided to cancel the direct debit completely. Is the latter common, and on purpose, so that they can gain more money as a result of the customer having to pay what they owe, plus new extra charges eg for a new direct debit arrangement? Or is it simply a result of poor staff not noting the status of the account (they received multiple calls on what they owe from the 14th)? The staff on the phone are arrogant and refuse to believe what the initial arrangement was to pay late, so what can they do?

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