Hi, I bought a new monthly rolling plan last Friday and initiated the process to port my existing phone number. However, the following day (Saturday) I decided to cancel my purchase and the number porting process. I used the live chat and spoke with an agent (likely an AI?) to request cancellation of both the monthly plan and the porting process. I was told this was possible.

I specifically asked whether I would be able to keep my old phone number with my old mobile provider. I was informed that my old number would remain with my old provider, the iD mobile monthly rolling plan would be cancelled, and I would be able to use the iD Mobile SIM on a pay-as-you-go basis.

However, on Monday (yesterday), I received notifications stating that my iD mobile monthly rolling plan had been cancelled and that my old phone number had been ported to iD Mobile. My plan with my old provider has now been terminated. This is not what I requested or agreed to, and I am very unhappy with this outcome, as I wanted to keep my number with my old provider.

Could I please receive assistance from a human agent to resolve this issue? The information I was given via live chat was clearly incorrect.

I would like my phone number to be returned to my old mobile provider.

Thank you