Hi ​@Mark1066 

We’re sorry to hear this.

I’m afraid we cannot see a bill until it’s been generated, sorry about that.

Anika

Hi ​@Mark1066 

Before you joined iD Mobile you should have ensured that the plan you chose was acceptable with regards to what was and was not included in your plan.
iD have a lot of information on-line with regards to ‘Out of Plan Charges’ and you can easily check what you will be charged extra for:-

https://www.idmobile.co.uk/help-and-advice/call-charges


You state ‘My next bill is showing additional charges, to my knowledge this is incorrect’ but how do you KNOW what your next bill will be as it will not be available until it is generated? And once it is available, you will then be able to see what you were charged extra for and take actions accordingly.

If you do not wish to be charged for the OoP charges, then you will need to ensure that your Bill Cap is set to a £ that is acceptable to you.

Hope this helps x


 

Hi ​@Anika A,

Thank you for your reply.

You have confirmed what I understand the limitations of the system are, being able to show the cost of the additional charges but not why they have been applied until after the bill has been issued, which would be helpful.

I supose this would be less of an issue if contacting Customer Services was easier, do you know if there is a way to talk to someone if required?

Many thanks 

Hi ​@Decembersangel72 ,

Thank you for your response.

Just to clarify, my query was about why it was not possible to see what the additional charges related to. In my opinion, if the value of the additional charge is known the reason for the charges must also be known, I just wanted to know what I was going to be charged for, I don’t think that is an unreasonable expectation.

I can confirm that I did indeed check the plans and what was chargeable and what was included in the plan, so no issues there, and is another reason for wanting to understand what the charge was for.

Finally, I am not sure what you mean when you say ‘how do you KNOW what your next bill will be as it will not be available until it is generated?’ as this information can be clearly seen on the website and mobile app on the Bills tab. If you look there it will show you what your next bill will be as a live update and give the dates the current bill relates to, can you explain please?

Many thanks

Mark

Hi ​@Mark1066  if your bill isn’t showing what the additional charges are, we can check for you from here no problem.

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview 

We’ll see you there.
 

Hi ​@Siân W,

Apologies for not making my issue clear.

I can see additional charges on my forthcoming bill, as this is displayed on the Bills tab within the app and website, but when asking what the additional costs relate to am told this is not known until after the bill has been issued.

My point is simply this, if the precise value of additional charges is known it must have been calculated against specific chargeable items, therefore, it should be possible to explain how the intended charges have been calculated before the bill has been paid.

It is not a lot of money being talked about here and, has really only become an issue for me as it is less than straightforward, and very slow to engage with customer services. I am dreading getting in touch with them if I do need to challenge the charges.

Hi there ​@Mark1066, in terms of the charges, these will show up on the next bill for the customer, to explain what they are. However, we at customer services can view and let you know what these charges are should you need, and I can see my colleague has said she’s sent you a PM, so we can advise further there.

In terms of it being slow to engage with us here or via PM and we’re only a Community forum here and not a live-chat, and we don’t offer instant responses here, and would always advise using our live-chat should you wish for instant responses:

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

We’re always happy to help here, but via Community forums, response times will vary.

Thank you,

Tyler

Hi ​@Tyler C 

Thank you for your reply.

Totally agree re the Community not the right place to get immediate responses, noted.