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Community Member
April 26, 2026
Question

Bill for active Subscription

  • April 26, 2026
  • 2 replies
  • 13 views

I ordered a phone which I didn't receive as was at work both times it tried to get delivered anyway I spoke on chat and said I didn't want phone anymore as I couldn't keep number as already was with Id so couldn't keep number id to id and was told to just cancel direct debit. The phone was returned to warehouse but I've received a bill for £9.58 for an active account which I wasn't aware of only noticed as my credit score went down and said I hadn't paid a bill. Im not happy having to pay this bill and affecting my credit score thoughts ? 

    2 replies

    WelshPaul
    Platinum 
Contributor
    Platinum 
Contributor
    April 26, 2026

    I’m sceptical that an iD Mobile employee instructed you to simply cancel the direct debit. Could you provide some evidence? 

    Your account is activated upon dispatch and you’re responsible for all charges until your cancellation is processed. This is outlined in the terms and conditions you agreed to when purchasing. This applies whether you use the service or not.

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    April 27, 2026

    Hi ​@Stoney,

     

    I am so sorry to hear about the situation that you are in. 

     

    When a device is returned and an account is being closed, we would normally advise that the Direct Debit remains active until the account is fully settled. This is because there can still be a final bill generated (for things like line rental up to the cancellation date), and having the Direct Debit in place ensures this is paid automatically and avoids any missed payment markers.

     

    As the Direct Debit was cancelled, the balance of £9.58 has remained unpaid, which is why it’s been reported as a missed payment. To get this resolved, you can make the payment by calling 0333 003 0001 and following the automated (IVR) options to pay your bill.

     

    Once the outstanding balance has been paid, the account will be marked as settled, and your credit file will be updated accordingly to reflect that the balance is no longer outstanding.

     

    If you’d like this reviewed further, you can also reach out to our Live Chat team here: https://www.idmobile.co.uk/live-chat 

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.