Being charged twice for mobile plan

3 replies
184 views

I have been receiving 2 emails a month saying ‘Your monthly bill is ready.’ the first bill (the correct one) is £18 and is processed on the 17th of each month. The second email comes 4 days after and is £17, saying it will be processed on the 21st. The second transaction isn't showing on my ID app but I have been making double payments since October. One is listed as ID Mobile and ID mobile limited.

How do I cancel one of these payments? its not giving me the option to cancel either of them. And how can I look into getting my money refunded before I contact my bank?

WelshPaulAnswer

Platinum  Contributor

You must have two plans then. More likely, you bought a new one rather than upgrading an existing one at some point in time.

Initiate a live chat with support and request them to check your account.

https://idmobile.co.uk/live-chat

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

WelshPaulAnswer

Platinum  Contributor

You must have two plans then. More likely, you bought a new one rather than upgrading an existing one at some point in time.

Initiate a live chat with support and request them to check your account.

https://idmobile.co.uk/live-chat

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

K

Kwanele Z

iD Mobile Employee

Hi @Callum Barham,

I've just sent you a private message to help get this sorted.
To find it, click your profile picture in the top-right corner and select ‘Private Messages’.
You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview
I'll speak to you there.

Thanks.
Kwanele

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Lamiya C

iD Mobile Employee

Hi @Callum Barham

It looks like there may be two plans on your account, which is why you’re receiving two monthly bills. This can sometimes happen if a new plan was started instead of upgrading your existing one.

To resolve this, please contact our Live Chat support so they can check your account in detail, confirm why there are duplicate charges, and assist with any refunds or cancellations. You can access Live Chat here: iD Mobile Live Chat

Lamiya

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.