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Being billed twice - old SIM only contract not cancelled


shirleytodd
Community Member

I upgraded to a monthly contract in November and spoke to a customer services agent to ensure old SIM only contract was cancelled and I’d mistakenly opened a new contract rather than upgrading, so I ended up with a new number as well.  

On ID dashboard details of old contract and mobile number still appear, but I’ve just discovered I’m paying for both contracts.  Can someone help me please?

 

Best answer by Mohsin

Hi @shirleytodd 

Would you like to cancel the old sim-only deal? You can do this through the iD app. Simply log in, go to the 'My account' page, and on the 'Manage my plan' tile click 'End my plan'. Please be aware that we need at least 30 day's notice before your contract ends.

-Mohsin

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9 replies

Mohsin
iD Mobile Employee
  • iD Mobile Employee
  • 2173 replies
  • Answer
  • March 23, 2021

Hi @shirleytodd 

Would you like to cancel the old sim-only deal? You can do this through the iD app. Simply log in, go to the 'My account' page, and on the 'Manage my plan' tile click 'End my plan'. Please be aware that we need at least 30 day's notice before your contract ends.

-Mohsin


shirleytodd
Community Member
  • Author
  • Community Member
  • 0 replies
  • March 26, 2021

Thanks Mohsin,

I've done this and cancelled my old plan, but should I be due a refund for the amount paid since November. Also, the dashboard shows my old mobile number and old plan. Will this change automatically to my current details?


Will R
iD Mobile Employee
  • iD Mobile Employee
  • 4103 replies
  • March 26, 2021

Hi @shirleytodd,

 

Cancelling your old plan will lose your old number, it won’t automatically transfer over to the new plan. Are you wanting the new plan to have you old number?

 

Will


shirleytodd
Community Member
  • Author
  • Community Member
  • 0 replies
  • March 28, 2021

I already changed my number when I took out the new contract in November. The dashboard still shows my old number and plan, but surely my account number will remain the same?


Rory C
iD Mobile Employee
  • iD Mobile Employee
  • 1684 replies
  • March 28, 2021

@shirleytodd Each new plan you take out creates a new account. What exactly is it that you’re trying to do? Do you want to keep your existing iD Mobile number on the new plan?

 

Thank you,

Rory


shirleytodd
Community Member
  • Author
  • Community Member
  • 0 replies
  • April 18, 2021

I cancelled the direct debit for my SIM only plan.  It was the only way to get your attention! You have sent me an email to recover £6 for this months’ payment.

I spoke to a lady called Farida in your customer call centre in November and asked her to cancel the £6 SIM only plan and replace it with my new monthly contract plan.  Not only has the SIM only plan not been cancelled but the number hasn’t been deactivated.

I have paid £20 for the monthly contract plan, as well as £6 for the SIM only plan.  By my calculations, that means YOU owe ME money.


Will R
iD Mobile Employee
  • iD Mobile Employee
  • 4103 replies
  • April 20, 2021

Hi @shirleytodd,

 

Best way to get our attention for assistance would be posting here. Cancelling the Direct Debit and not paying your bill would only get the attention of the billing department, or at worst a debt collection agency.

 

We’ll drop you a Private Message now to ensure one of the plans is closed down properly and that you’e on the tariff you want to be with the number you want to use.

 

Will


  • Community Member
  • 0 replies
  • October 14, 2021

It has come to my attention that I am still being billed from you even though I have no contract with you any more! I would like a refund please!


Will R
iD Mobile Employee
  • iD Mobile Employee
  • 4103 replies
  • October 14, 2021

Hi @laura bullock,

 

That does sound odd. When and how was it you went about notifying us of your intention to cancel?

 

Will