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Loyalty Data Add On Not Applied

A
Active Contributor

When I renewed my contract last year, it included a loyalty add on of 20gb. I ran out of my inclusive data for the first time the other day and expected this add on to kick in. When it didn’t, I contacted the live chat and they told me there is no add on applied. I explained that although it didn’t show in the app, it was on my monthly invoice so I assumed it had been added on as they said it would when I went with id for another year. Feels like I’ve been cheated and no one I’ve called from the various teams can rectify this mistake. I’ve now had to pay for added data this week because I had to purchase things like train tickets on the day.  Can someone please help? 

    12 replies

    WelshPaul
    Platinum 
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    • WelshPaul
    • Platinum 
Contributor
    • 3078 replies
    • April 14, 2025

    You should raise an official complaint with iD Mobile ​@annashort.

     

    Information on how to do just that can be found in the link below:

    https://www.idmobile.co.uk/help-and-advice/complaints-procedure

     

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    Tyler C
    iD Mobile Employee
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    • Tyler C
    • iD Mobile Employee
    • 4760 replies
    • April 16, 2025

    Hey there ​@annashort, we’re very sorry to hear that.

     

    What was last said via the live-chat regarding this issue please? Has this been raised elsewhere, or where is it at currently?

     

    Or have you managed to raise a complaint as advised by ​@WelshPaul via the link above?

     

    Thanks,

    Tyler

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    A
    Active Contributor
    • annashort
    • Author
    • Active Contributor
    • 5 replies
    • April 16, 2025

    Thanks Tyler. ​@Tyler 

    Someone initially replied to my on email I sent to the documents address as advised by complaints on the phone but I’ve had no response since Monday. At this point it would be great to refund the add on data I had to buy and make sure the loyalty add on is there for the few remaining months of my contact. 

    Siân W
    iD Mobile Employee
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    • Siân W
    • iD Mobile Employee
    • 1376 replies
    • April 16, 2025

    OK, it does sound like it is being handled ​@annashort 

    If you haven’t heard any update by tomorrow, give us a shout and we will take a look.

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    A
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      annashort
    A
    Active Contributor
    • annashort
    • Author
    • Active Contributor
    • 5 replies
    • April 17, 2025

    Thanks ​@Siân their response that I had used my 20gb data allowance is confusing. I don’t have 20gb, just 10 with an additional 20 normally kicking in (as per the previous year) once I was sent a text that said 100% of my allowance had been used up. This didn’t happen this month.

     

    Tyler C
    iD Mobile Employee
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    • Tyler C
    • iD Mobile Employee
    • 4760 replies
    • April 18, 2025

    Hey there ​@annashort, we’d recommend keeping in touch with the same team to avoid confusing things. Have you gotten back to them?

     

    Thanks,

    Tyler

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    A
    Active Contributor
    • annashort
    • Author
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    • 5 replies
    • April 18, 2025

    Yes they haven’t responded yet ​@Tyler 

    N
    iD Mobile Employee
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    • Natalie W
    • iD Mobile Employee
    • 2296 replies
    • April 21, 2025

    Hi ​@annashort 

     

    Apologies for any delays. 

    Have you received any further updates since your last post to the thread?

     

    Thanks, 

     

    Natalie

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    A
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    • annashort
    • Author
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    • 5 replies
    • April 21, 2025

    No ​@Natalie W I haven’t. I don’t have faith that my add on is being applied and if I am using it there is no indication on my phone. Just frustrating. My contract renews in July and I’m not sure I will continue with id:(

    Tyler C
    iD Mobile Employee
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    • Tyler C
    • iD Mobile Employee
    • 4760 replies
    • April 21, 2025

    Hey there ​@annashort, we’re very sorry to hear this.

     

    Which team did you last receive communication from please?

     

    Thanks,

    Tyler

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    A
    Active Contributor
    • annashort
    • Author
    • Active Contributor
    • 5 replies
    • April 21, 2025

    Thanks ​@Tyler 

     

    Customer Service on Wednesday via email documents@idmobile

    Kash M
    iD Mobile Employee
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    • Kash M
    • iD Mobile Employee
    • 8193 replies
    • April 22, 2025

    Hi ​@annashort,

    We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

    To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

    Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

    We’ll see you there.

     

    Kash

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