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Recurring charge for an add-on

  • July 18, 2025
  • 5 replies
  • 41 views

Rosochka
New Contributor

Hello,

 

I’m trying to cancel a payment for a rest of the world add on that I signed up for last August. It keeps being added to my bill each month, but I’m not selecting it. On the website it says “Fancy a boost in a country not covered in our 50 free roaming destinations? Get extra data with add-ons that last from 1 day to 10 days. We recommend purchasing a Roam Beyond add-on before you travel to avoid out-of-plan charges.” So I don’t understand how it has been added to my bill for so long. A customer service agent on the live chat would not tell me the expiry date of my add on. Am I stuck with this charge indefinitely? 

Thank you!

 

Best answer by Decembersangel72

Hi ​@Rosochka 

Have you tried adjusting your account bill cap to a £ that only covers the cost of your plan with no extras/add-ons?


Just be aware that if you set your bill cap to only cover your plan then you will no longer be able to use/pay for any ‘out of plan’ add ons i.e. MMS texts, calling non-standard 07 numbers etc.

It may be worth contacting Live Chat again and asking them to remove the roaming add-on for you and insist they give you confirmation that they have done this and that you will now only be charged for the plan your originally purchased. FYI, when ending a live chat conversation, it gives the option to have the transcript of the chat sent to you via email so that you have a copy, if need be.

Hope this helps x

 

5 replies

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  • iD Mobile Employee
  • July 18, 2025

Hi ​@Rosochka 

 

We’re very sorry to hear this. 

 

Does it show a data add on has been purchased on the app/website? Have you received a text message that a roaming add on has been purchased?

 

Anika

 


Rosochka
New Contributor
  • Author
  • New Contributor
  • July 19, 2025

Hello Anika,

Thank you for getting back to me. I don’t see any notifications since I made the original purchase last August.

Rose

 


Decembersangel72
Gold Contributor
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Hi ​@Rosochka 

Have you tried adjusting your account bill cap to a £ that only covers the cost of your plan with no extras/add-ons?


Just be aware that if you set your bill cap to only cover your plan then you will no longer be able to use/pay for any ‘out of plan’ add ons i.e. MMS texts, calling non-standard 07 numbers etc.

It may be worth contacting Live Chat again and asking them to remove the roaming add-on for you and insist they give you confirmation that they have done this and that you will now only be charged for the plan your originally purchased. FYI, when ending a live chat conversation, it gives the option to have the transcript of the chat sent to you via email so that you have a copy, if need be.

Hope this helps x

 


Rosochka
New Contributor
  • Author
  • New Contributor
  • July 20, 2025

Hello,

 

Thanks so much for your help. I have adjusted the cap, so hopefully that works. The live chat wasn’t very helpful. They wouldn’t tell me any details about an expiry date for the add-on, and seemed to think that I was choosing to add it each month. I’ll try again if I’m charged next month.

 

Thank you!  


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 21, 2025

Hey tere ​@Rosochka, we hope the kind advice from ​@Decembersangel72 has been able to help.

 

Please get back in touch if any further questions?

 

Thanks,

Tyler