Hi Will. Thanks for the reply.

I’ll have to check the terms and conditions of the contract when I took it out with Carphone warehouse to check if it is a roll-on contract. I would expect to have contributed something for the service I received but as a significant portion of the tariff was for the purchase of a handset, I would have expected to at least have been able to ask that the portion of the charge that related to this is reimbursed. (It also seems a bit unfair that I was still paying significantly more (£25) for a data allowance that was only 10% of my current data allowance, which costs only £10). 

It’s possible I may have missed an email somewhere but as far as I can see I didn’t get any formal notification that the 2 years that I had signed up to was coming to an end last year, or any prompt asking me to sign up to a new contract or to ask me to formally agree to continue on the existing tariff. 

I understand Ofcom has been looking at this type of issue recently, as it has been estimated that around 4 million mobile phone customers in the UK are currently in the same situation and continuing to pay for handsets that they have already paid , so I’ll double check your response with OFCOM just to confirm if they would agree with your position.

In the meantime, I would like to say that the mobile network that ID mobile provides has been very stable and reliable in the time I have been using it

Hi Will - I have tracked back on my emails from ID Mobile over the past 12 months and can find no emails notifying me that the contract was nearing completion of the 2 year term, or that the 2 year term had now passed. On the monthly bill email I have been receiving there is no mention that the term of the original contract term was ending or had ended and no indication that I could both increase my data allowance while substantially reducing the  monthly charge I was paying.  Since February it has been a requirement for mobile phone companies to notify customers if a contract was ending, but included in this is a requirement to send annual notifications if the customer is still paying their original tariff amount after the contract has ended and has not taken any action - I have had no notifications to this effect either.

I have looked at the OFCOM and Ombudsman schemes and their recommendations regarding customer disputes, Is there a way I can raise this issue formally with ID Mobile to allow the provider to review the charges I incurred for the number of months that I was paying the original tariff charge unnecessarily, thanks. 

Sure @DavieD,

I’ll send you a Private Message now so we can get your complaint logged for you.

Will

Hi Will,

I’ve completed my contract (2 years) , in April 2020…..and then a debt collecting agency advise me today that there are monies outstanding….please explain why ?

Every bill paid upon request 24 bills, 24 payments !

Hi @bobwithaproblembill,

24 months is a minimum term plan. if we just cut everybody off bang on the 24 month date, it could lead to people losing their numbers, or being without service in a crucial time. That’s why we require customers to let us know they wish to cancel the agreement by providing a 30 day notice. It does mention all this in our contract agreements.

Did you contact anyone at iD to let us know you wanted to cancel?

Will