Question

Cap reached message

  • 16 June 2020
  • 5 replies
  • 54 views

My elderly mum is using a non smartphone mobile and for the last month has been unable to make calls. As she is currently shielding I’m unable to visit but she says she gets a message saying her cap has been met. The bills are currently being paid by direct debit and the last payment was made on 3rd June. Any idea why she still cannot make calls.

 


5 replies

Userlevel 4
Badge +2

Hi @glyn181 

Welcome to the iD Community.

Sorry to hear about your cap.

Is the account under her name?

Please  advise to contact our Live Chat team  who can look into her account for her.

They’re available between 9am - 8pm Monday to Friday and 9am - 6pm Saturday and Sunday.

Once you land on this page, scroll down to see the Live Chat section. 

The Live Chat button may not always appear as ‘available’. If so, it may be a matter of waiting, until an agent is available, so please be patient.

Once the agent is available the button appears blue, indicating that an agent is available.

No need to refresh the page, this will happen automatically.

Let us know how you get on.

Thanks,

Pearl

I have reached my capped limit and although I have paid £40 onto my account the cap has not been credited. Why must I wait until my payment date for the cap to be reduced. Sadly I am a vulnerable person and not being able to talk to a human being is not conjusive to my health. 

Userlevel 5
Badge +4

Hi @Robinsarju 

We are sorry to hear this. We can confirm we are actual people here and here to help with any issues you may have. You can increase your Spend Cap through your iD Mobile app. 

Here’s how to do this:
• Select 'Services’ from the bottom menu of the app (or ‘My Services’ if you’re in My Account.)
• Then select ‘Edit my capped limit’. You can then move the slider anywhere between £5 and your credit limit.

 

-Mohsin

Thanks Mohsin, I've already reached and previously increased my limit. What I need id to do is use the money I've paid them so that I can use my phone instead of them holding the money until my bill date is due. Alternatively they could increase my credit limit. 

Userlevel 7
Badge +9

Hello @Robinsarju,

We’ve sent you a PM here, we can try to increase your credit limit and capped limit temporarily for this month as long as a payment has been made in advance as suggested.

 

Mohammed

 

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