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Question

ID Mobile team not received my payment

  • July 10, 2025
  • 3 replies
  • 14 views

Hi - I have paid and have proof of payment for my Feb 2025 phone bill but ID mobile are saying they have not received this payment. 

I have sent their email team the proof of payment (bank statement) which they have acknowledged but they are saying that they can’t see this on their end. This seems like their mistake to me but they are saying I will need to pay twice?

I spoke to somebody on the phone but she was also saying I will need to pay twice as they cannot see this payment. Nobody has double checked this yet - does anyone know how to get the team to double check? 

I have also consistently received a different bill total over email from the app.  

3 replies

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 10, 2025

Hey there ​@FlorenceS, sorry to hear that. If you’re already in touch with, or have already been in touch with other teams regarding this issue, I’d recommend getting back in touch with them to chase for updates or to double check. If two separate teams have advised that the bill remains due and was unpaid, then it’s likely we’d come to the same conclusion here I’m afraid.

 

Thanks,

Tyler


  • Author
  • New Contributor
  • July 10, 2025

Hi Tyler, thanks for your reply.

Is there anyone I can escalate this to? I have proof of payment (which your email team have acknowledged), so feels odd I would have to pay this again.


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 10, 2025

Hey there ​@FlorenceS, not a problem. What team(s) have you spoken to thus far please? Who have you contacted via email?

 

When you say they’ve acknowledge it, what do you mean by this please, or what have they said in return to you sending proof of payment?

 

Thanks,

Tyler