I think this is definitely more of a Three problem than a Starling problem. They don’t seem to be very good at stuff like this and it’s not helped by the fact that their call centre people don’t always understand some of the more complex issues, if you know what I mean.
I’ve had a problem recently where I checked my credit score due to the Equifax breach and discovered that not only were Three still reporting I had an active credit account with them (I switched to EE early last year), they will still reporting my old address (because I didn’t think I needed to update them, not having an account with them anymore). I therefore had a Fraud Alert on my credit file because I had an open credit account at an address other than my current! Trying to explain the issue to them was like trying to get blood out of a stone.
It was then that I discovered that it’s pop luck as to the continent you will go through if you keep calling the number and also that if you phone multiple times concurrently the first phone that dials isn’t necessarily the one that will be answered first (I’m talking 7+ minutes apart)!
They’ve send a letter saying they’ve corrected it, I’ll believe it when I see it! When I asked if I would be compensated for my time and the fact that my credit score had been affected, they said that if I was still a customer I would but now that I’m not (even though they thought I still was) I get nothing. I think Ombudsman Services: Communications might have something else to say on that matter!
So I’d definitely keep badgering them and make sure they don’t charge you for any failed Direct Debits due to their negligence and most importantly make sure they don’t mark your credit file with a late or missed payment!