The banking rules require us to cancel direct debit mandates that have not been used within 36 months. We are aware that recently some direct debit mandates were incorrectly cancelled i.e. some direct debits had been made within the 36 month period.
We are currently working on a fix for this issue. We're sorry for the inconvenience caused.
Any direct debits set up for instalment arrangements will not be affected, payments will still come out as scheduled.
For any one-off payments, if the bank account is not available, you'll need to add a new direct debit mandate before the direct debit is requested.