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Being charged for out of plan usage despite having remaining allowances

  • 26 March 2020
  • 5 replies
  • 45 views

I changed my contract to one with unlimited minutes and calls. I also have a data add on. However- the cap isnt taking that into account and tells me I have used up time and accrued extra costs. This is clearly wrong.

 

please can someone look into this for me as I need an accurate way to check my usage to ensure I do not end up paying more than I can afford.

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Best answer by Mohammed 27 March 2020, 11:16

Hello @Rosieposy8,

 

Your allowances are used first before the add-ons.

 

Once all your allowances have been used, your add-ons will kick in. You’ll still get the text advising 80% and 100% of your allowances being used as this is normal. 

However, the charges should not be applied if an add-on is active.

 

Have you checked the app/account to see what the charges are?

Add-ons/inclusive allowances won’t apply to non-inclusive numbers.

 

For example, calls to 118 and 09 numbers are not included.

You can also set-up a cap to prevent any out of plan usage being incurred.

 

A list of the charges can be found here: https://community.idmobile.co.uk/your-id-mobile-bill-61/why-is-my-bill-higher-than-expected-32111

You can find out about bill capping here: https://community.idmobile.co.uk/bill-capping-62/what-is-bill-capping-31841 

If you want to set-up a bill cap, check out this link: https://community.idmobile.co.uk/bill-capping-62/how-to-cap-your-plan-31843

 

Mohammed

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Userlevel 7
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Hello @Rosieposy8,

 

Your allowances are used first before the add-ons.

 

Once all your allowances have been used, your add-ons will kick in. You’ll still get the text advising 80% and 100% of your allowances being used as this is normal. 

However, the charges should not be applied if an add-on is active.

 

Have you checked the app/account to see what the charges are?

Add-ons/inclusive allowances won’t apply to non-inclusive numbers.

 

For example, calls to 118 and 09 numbers are not included.

You can also set-up a cap to prevent any out of plan usage being incurred.

 

A list of the charges can be found here: https://community.idmobile.co.uk/your-id-mobile-bill-61/why-is-my-bill-higher-than-expected-32111

You can find out about bill capping here: https://community.idmobile.co.uk/bill-capping-62/what-is-bill-capping-31841 

If you want to set-up a bill cap, check out this link: https://community.idmobile.co.uk/bill-capping-62/how-to-cap-your-plan-31843

 

Mohammed

Hi i changed my contract to all inclusive calls a few weeks ago. The allowance page on the app is correct for that- however i still receive messages saying i am above my allowance and will be charged 40 p a minute for calls! I am worried i will be billed for this.

The cap i have is therefore also incorrect

I have not been calling special numbers- the billing is incorrect.

Userlevel 3
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Hi @Rosieposy8

I have sent you a direct message with some further information. 

Thanks,

Nikhil

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