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Community Member
jennyh100
Community Member
Oct 24, 2026 1:00 PM UTC

Bug in app put roaming charge on wrong plan in account

I already phoned ID about this bug in the mobile app, wanting a refund. When I tried to put a £20 Turkey roaming add-on to the plan I was looking at (ending 68), the add-on went onto the first created plan (ending 95). I tried to get my money back at the time, both the £20 add-on, also the £25 data charges for the 68 number before my daughter in Turkey bought an add-on herself. The multi-plan functionality in app doesn't work properly if you try to manage the other plans. Customer services told me to wait for the bills, also that there is a note on my account about this. Now the 95 bill has arrived and I want the totally unused and wrongly added £20 add-on taken off the bill.

    1 reply

    Hosai W
    iD Mobile Employee
    Hosai W
    iD Mobile Employee
    Oct 26, 2026 12:08 PM UTC

    Hi ​@jennyh100 

     

    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,
    Hosai

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