The customer service was poor because they wouldn’t refund you for a service you’d used. You’d set a £25 bill cap and run out of inclusive data. This resulted in you being charged for the extra data you used and the cap kicked in. 
 

That’s not crap service! 

I woud not set a £25 bill cap and it was already set and I being charged £20 for just as little as 100 MB. I did not even know that I have been given extra data. What can I use 100 MB for?? do you think I would ever spend £20 for 100MB. It was an unwelcome service given to me. Do you call it a service? 😊

How did you get your plan? The bill cap defaults to zero when purchasing via idmobile.co.uk and you need to manually increase it. 
 

I ordered it from the idmobile site. The bill cap had already been set to £25 when I purchased it but I did not know that. The cap should have set to zero as you mentioned but it was not. That is why I am pointing this out, otherwise I would have ignored this if it was my fault. I knew that my bill cap had been set up to £25, after I received the final bill.

Hi ​@Cham100 

Thank you for your message.

To clarify, when your order is completed, a bill cap is applied based on your credit limit (generally around £25). This information is shown clearly in your contract summary, as we are required to be transparent with all charges and limits before the agreement is accepted.

If there has been any usage outside of your allowance, the charges applied would be considered payable in line with the terms of your contract. However, we are sorry to hear you are unhappy with this and understand your concerns.

If you would like this reviewed further or wish to escalate the matter, our Live Chat team will be happy to help: https://www.idmobile.co.uk/live-chat

-Michael Z

Hi Michael,

My point is the setting up a bill cap is not upto network provider but it would be entirely on the service user since we are the bill payers. That is why all other suppliers set the bill cao to zero in the first place.

Anyway, if live chat team could help me with this I would not have started a forum in here.

Hi ​@Cham100, 

Thank you for your message.

We’re sorry for the frustration caused, and we appreciate you taking the time to share your concerns.

We do understand your point regarding Bill Caps. However, as part of the service, we are required to notify customers when they are at risk of going out of bundle. We also send text alerts to warn you when roaming or additional charges may apply, so you have the opportunity to take action and avoid unexpected costs.

To help prevent out-of-plan charges going forward, we would strongly recommend setting your Bill Cap to £0 before using your device in these situations.

You can do this via the iD Mobile app:

• Open the iD Mobile app
• Log in to your account
• Select My Account
• Tap Bill Cap
• Set the Bill Cap to £0
• Confirm and save the changes

This will help ensure that any chargeable usage is restricted and prevent unexpected charges from being added to your account.

We’re sorry again for the inconvenience and appreciate your understanding.

Owethu

Hi ​@Cham100 

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.

Michael Z

I just had a SHOCK when my bill is 68!!!! After switching a plan after the original plan expired.   My DEFAULT was set to 75!!!!   I never selected this so this is definitely done by ID MOBILE side to earn extra revenue at my expense.    I have been out of work for months and reason I reduced my plan was so that I can control the costs NOT to be taken advantage by ID MOBILE.

Can you please give me some contact details as this is not fair or just or reasonable.  

Mine was set by ID MOBILE at 75!!!  So you need to review at your end your algorithms.