fuseonic

[azure owl]

The event that you need to listen is mandate.updated
https://stripe.com/docs/api/events/types#event_types-mandate.updated

We need the new mandate to know in future if it gets cancelled so we can reach out to the customer to setup a new one.
If a that new mandate got expired then you'll receive this event too.
When you receive that event, double check which PaymentMethod that mandate belongs to (in order to get the customer):
https://stripe.com/docs/api/mandates/object#mandate_object-payment_method
And it's status:
https://stripe.com/docs/api/mandates/object#mandate_object-status

Just checked internally about your case

and it's being handled

You should probably reach back to them, it seems this is an edge use case

our internal teams is working on your case

I understand that's taking much time, but our team is still reviewing your case and not ignoring it

[sonic wadi]

ok thanks, I will reach out to them again. This doesn't feel like an edge case to me personally as its core functionality in the UK - we are seeing an increasing number of customers performing account switches because you get incentives from the banks to switch.