paying twice a month

From what you’ve said, perhaps you purchased a new connection to the iD network last year, @Connor96. 

If you’re not logged-in to the iD app, or your “My iD Account” online, when you’re upgrading, you’ll purchase a new connection instead of upgrading.

Hopefully iD Mobile have made a mistake in this case.

I don't know. All I know is I'm paying twice a month and want to know how I can sort it out and get my money back. It makes it very difficult not being able to speak face to face with someone. What can I do, any ideas?

Thank you I will try that

Hi @Connor96 

It sounds like as @andewhite suggests that you’ve purchased another plan, not upgraded your existing one.

Do you still require assistance with this?

Please let us know if so so we can get in touch.

We’ll be able to get in contact with you to assist here, or for a quicker service, we’d recommend using the Live Chat, Facebook or Twitter.

Tom

Oh no, I hope this does not happen to me. I’m on hold now to the complaints team as I have encourntered so many problem since I upgraded my plan a couple of weeks ago. I’ve ended up without service for 48 hours. I think I will have to leave ID Mobile. Its not a good service if any hiccups occur.

No I didn't take out another plan! I knew something was wrong. It turns out someone fraudulently took one out using my details! I'd been paying for that account for four year's! It's disgusting I.D let this happen especially when you say you can't have two accounts using the same email address. Whoever opened the fraudulent account got my email address from somewhere and it wasn't frome me. Looking into this further lots of I.d customers have said it happened to them too and some non I.d customers as well. Shocking! I will also be leaving I.d. I did get my money back but the whole thing was a traumatic and stressful process 

Plus I am still getting threatening letter's to my email from i.d for that fraudulent account because I cancelled the direct debit and they are asking for £266.00 so at the moment this is still causing me stress!

Hey there @FrustratedMobileUser, were the complaints team able to resolve your issue please?

@Connor96, we’re very sorry to hear you’ve been a potential victim of fraud. Please note, it is possible to order more than one contract under one email address, and it’s also possible to register more than one contract under one email address since our new app release in April, sorry about this.

Please get in touch with our live-chat team ASAP if you haven’t already to report this as fraud so we can pass this to our fraud team ASAP:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler

Not really. They’ve given me a £15 credit to apologise for the badly worded email. No recognition of the ID Mobile platform not allowing me to update my direct debit. Plus the woman on the phone verbally attacked me, set my heart racing. I could hardly believe that this was a complaint handler speaking to me. She has clearly learned that bullying customers and cowing them into submission is an ok way to work. It’s not. It’s disgusting service. 

Hey there @FrustratedMobileUser, we’re very sorry to hear that and of course wouldn’t want to make our customers feel this way.

If you’d like us to investigate anything further, please do let us know.

Thanks,

Tyler