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Just joined, got the phone, setup the direct debit at the start.  Just had a txt saying my bill was overdue. Not sure why the direct debit didn't go through but immediately paid the bill with a debit card. Online account said a payment had already been taken a few days ago but made another one again. The app now says 2 successful payments have been paid. One on the 30th May, and one today. So not only are all payments made, you have been twice. 

The phone is still disconnected, when a call is made it gives an automated msg saying I have dialed the customer payment helpline, and there is NO outstanding bill. 

Any idea what's gone wrong or how long it takes for ID to clear their error and online connection?

Best answer by Tom B

Hi @Mutton2132 

 

Glad to hear the live chat team were able to help.

 

Tom

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3 replies

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • 4825 replies
  • June 11, 2024

Hey there @Mutton2132, we’re sorry to hear you’ve had issues with making payments/double payments.

 

Sometimes, it can take a few hours after a payment has been made for the suspension to be lifted, so that should be done by now, please do let us know if not.

 

In terms of the double payment, have both payments been taken from your bank fully, or was one pending, and now returned to you?

 

Thank you,

Tyler


  • Author
  • New
 Contributor
  • 1 reply
  • June 13, 2024

IT seems to have sorted itself out, payment wise. I was also able to speak to someone on live chat who got the phone reconnected.  


Tom B
iD Mobile Employee
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  • iD Mobile Employee
  • 8434 replies
  • Answer
  • June 28, 2024

Hi @Mutton2132 

 

Glad to hear the live chat team were able to help.

 

Tom