Dear iD Mobile Team, I am writing to raise a formal complaint regarding an accidental purchase of a 15GB data add-on for 12 months, which was mistakenly added by my child. After realizing the error, I searched your help community and found a response from an iD Mobile employee named Tyler, who confirmed that such 12-month add-ons can be removed in cases of accidental purchase, as 12 months is a long commitment. Following this, I contacted your support team and was told that I would receive a follow-up within 3 days. It has now been 4 days, and I have not received any update or resolution. I then visited the iD Community Chat for assistance, but the representative simply advised me to call the help team and check the app. However, there is no option in the app to cancel or remove an active 12-month add-on. When I explained this and asked for further help, my message was ignored. I find this experience very frustrating, especially as I have seen that other customers in similar situations have been assisted and had the add-on removed. I am requesting the same fair treatment and immediate removal of the accidental 15GB 12-month add-on, along with confirmation that I will not be charged for it. Please treat this as a formal complaint and confirm receipt. I expect a prompt resolution and a clear explanation as to why my previous support request has not been addressed within the stated timeframe. Thank you for your attention and understanding.

Hi @Imtiaz chaka,Thank you for your message, and I’m really sorry to hear about the accidental purchase and the delay in resolving your query,I completely understand your frustration.We’ve received your formal complaint and I would like toflag this to our support team for urgent review.To help move things forward, I’ll ensure this is looked into as a priority and that you receive confirmation regarding the removal of the 15GB 12-month add-on and any related charges.Thank you again for your patience and for bringing this to our attention.Thanks,LamiyaiD Mobile Social Media Team

Complaint: Unable to Cancel 12-Month 15GB Add-On Accidentally Purchased

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