I am raising this publicly because ID Mobile has now escalated a situation that is entirely of their own making.On 6th August, I contacted ID Mobile via Instagram regarding the cancellation of my plan. Gemma, from your social team, completed the security verification with me and explicitly assured me that my plan would be cancelled. I relied on that confirmation in good faith.Despite this, I have now received an email stating that my account will be forwarded to a debt collection agency. This is completely unacceptable and shows a clear breakdown in your internal processes.I contacted you again this morning on Instagram, but have received no response.Your actions breach multiple customer rights:Consumer Rights Act 2015 — You are required to provide services with reasonable care and skill. Confirming cancellation and then failing to action it is a breach of this duty.Misrepresentation & Unfair Commercial Practices (Consumer Protection from Unfair Trading Regulations 2008) — Providing false or misleading information about the status of a contract (e.g., confirming cancellation that never happened) is considered an unfair commercial practice.Contractual obligations — Once cancellation is confirmed by your agent after security checks, the customer cannot be held liable for charges incurred due to your failure to process that cancellation.Data fairness & proportionality — Threatening debt collection for an account that should have been closed is disproportionate and may violate FCA guidelines on fair treatment of customers.I am requesting immediate action:Stop all debt collection activity related to this account.Provide written confirmation that the plan was cancelled as originally agreed on 6th August.Correct your internal records to reflect the cancellation date.Issue an apology for the distress and inconvenience caused by your mishandling of this matter.ID Mobile’s failure to act on a confirmed cancellation and then pursuing debt collection is not only unreasonable — it is a clear abuse of customer rights. I expect this to be resolved urgently.