Hi ​@Jjenkers,

We’re sorry to hear about your concern regarding the £30 add-on.

Please note that add-ons can only be purchased through the iD Mobile app or account by the customer, and any purchase would require confirmation before being applied to the account.

In line with our Terms and Conditions, add-ons are non-refundable once they have been successfully added to the account.

Owethu

Hello Owethu,

Thank you for your prompt response.

Whether this was a fault on your end, or an accidental tap in my pocket, I don’t remember adding this add-on. I looked at the steps in tapping to get a confirm add-on, and found three taps to get to it, which seems far fetched. Either way, I don’t need the extra data or money coming off my bank account considering the cost of living crisis we are currently in.

I found this chat and it seemed as though something could be done to rectify it for them. So some extra assistance would be appreciated.

Many thanks,

Joseph

Hi ​@Jjenkers,

We're sorry to hear about the unexpected add-on and appreciate your concerns.

Unfortunately, we're unable to review or amend charges from here. As this would require access to your account and the details surrounding the add-on purchase, we'd recommend contacting our Live Chat team for further assistance.

They'll be able to review the account, investigate how the add-on was applied, and discuss any options that may be available to you.

You can contact them here: https://www.idmobile.co.uk/live-chat

We apologise for any frustration this has caused.

Regards,

Gemma M

The iD Mobile Social Media Team