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New Contributor
Bored user
New Contributor
September 26, 2024
Solved

direct debit problems

  • September 26, 2024
  • 25 replies
  • 2341 views

Problems started when for some unknown reason ID did not claim my Direct Debit, even though it had been set for months and there was money in the account. The direct debit failed on the 18th but was also successful on the 18th. The suspension was four days later on the 24th. I had to pay the contract amount immediately as the phone is my wife's and is important for the kids to be able to make contact.  No notification to say the direct debit had cancelled. Received about 4 notifications telling me my account had been suspended though until immediate payment. 

Tried to dial the number given on the messages to make payment but of course they had suspended the phone so couldn't. Made the payment online. Went to try and contact their customer services to try and understand what has happened. After 3 attempts waiting on the live chat, I was cut off each time. Over 2 hours wait time estimated. Lovely service. 

Finally.... now my bill is upto date. I cannot make outbound calls without it taking me to the id bills service automated message that simply informs me my account is up to date and cuts off. Thought I would leave it overnight to see if any resets. Nothing. Tried to restart phone. Nothing. Airplane mode on and off nothing.

1. Can someone from ID tell me why you didn't take my ddm

2. Can someone from ID explain why your customer service is non existent

3. Can someone from ID fix my sim card so I can make outbound calls and texts again 

4. Can someone tell me if my credit file will be impacted from this "missed payment" and if so where do I write to complain.

5. I have six phone contract with ID mobile and am concerned that this could happen to any of the accounts and leave my kids unable to make a call.

If this is not resolved with a reasonable explanation I will have no choice but to change provider. 

Best answer by andewhite

Typically any missed payment is marked on your credit file, @Bored user.

Your iD contract is a credit agreement, so iD are obliged to tell the credit agencies about any missed payments.

The online page https://www.idmobile.co.uk/help-and-advice/complaints-procedure has more about the iD complaint process.

🍀

25 replies

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F
Active Contributor
frustrated flower
Active Contributor
February 15, 2025

 

F
Active Contributor
frustrated flower
Active Contributor
February 15, 2025

 

N
iD Mobile Employee
Natalie W
iD Mobile Employee
February 16, 2025

Thank you for your reply ​@frustrated flower 

 

We will need to take a closer look at the account in order to understand what is happening. 

Please check your inbox on this community page for a private message from us. 

 

Thanks, 

 

Nat 

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
F
Active Contributor
frustrated flower
Active Contributor
March 13, 2025

Well I'm still having problems with the ID app cancelling DD details and trying to say its my bank when my bank has told me and shown me that they're active.. and on my banking app they're active well as of today because of this stupid ID app I've cancelled all ID Dd ..and im moving to another network ..sad really as I wasn't having problems until your app updated last October 24 and but just wondering how many people this is happening to that are coming close to the end of their contracts… good way to keep your customers eh ID 🤔👍

F
New Contributor
Fedupwithidmobile
New Contributor
February 6, 2026

I’ve had the same problem I’d mobile not collecting the payment and blaming it on the bank.then appearing as failed payment and me having to do a manual payment . Customer service is useless and even the executive team not managed to sort it. They’ve closed the complaint and logged it as resolved and ask me to go to the financial ombudsman if I’m not happy 😳😱 at the end of my contract ID mobile won’t see my money again and I’ll give them all the bad press I can 

B
Active Contributor
Bossworld
Active Contributor
June 18, 2026

Just had all this myself after changing the account the DD comes out of.

 

Live chat claim I refused the DD. The account has more than enough money to cover it, and my bank say a direct debit instruction has been set up but no attempt to take payment has been made

 

Billing history shows both successful and failure. 

 

Only found out today after an email saying the account was suspended. Shall have to keep a close eye on my credit file but I'll be apoplectic if this results in a marker

Hosai W
iD Mobile Employee
Hosai W
iD Mobile Employee
June 23, 2026

Hi ​@Bossworld,

 

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

 

Thanks,
Hosai

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
B
Active Contributor
Bossworld
Active Contributor
June 23, 2026

Hi ​@Bossworld,

 

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

 

Thanks,
Hosai

HI, can you please confirm that the forum account "Id mobile" is legitimately yourselves?

 

It doesn't have the "iD Mobile Employee" marker on the profile that your account has.

 

Thanks

B
Active Contributor
Bossworld
Active Contributor
July 2, 2026

Hi ​@Bossworld,

 

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

 

Thanks,
Hosai

Hosai, is the forum account ‘ID Mobile’ legitimately an ID Mobile main support channel or an imposter?

Hosai W
iD Mobile Employee
Hosai W
iD Mobile Employee
July 2, 2026

Hi ​@Bossworld,

If you have used the link to access the chat it should display iD Support.

Thanks,
Hosai

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