Community Member

Charged eventhough i cancelled and returned my phone during thr cooling off period

3 replies
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I have been charged £600 this morning despite me cancelling my contract and returning the phone within the 14 day period. I spoke to ID customer services when I wanted to cancel my contract and they reassured me I wouldn't be charged. This is very disappointing and a large amount of money. I need this resolved ASAP.

Gemma M

iD Mobile Employee

Hi @Kgerta,

We’re really sorry to hear this has happened, especially given the amount involved.

In situations like this, it is often caused when a PAC code is used before the return process has fully completed. The returned device first needs to arrive at our warehouse and be accepted before the account fully closes, and using a PAC too early can sometimes trigger early termination or device charges automatically.

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

We'll speak to you there.

Thanks,

Gemma M
The iD Mobile Social Media Team

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

L

Laura1990november

New Contributor

The same thing has happened to me I was told to return the device at my own expense. I spoke to advisor and told he would cancel the contract. Sent phone back within 14 days.

went back to sky mobile sky tried to change my number over however the codes I was given my id mobile was invalid.

I have now been charged £550 even tho I wasn’t told id be charged the full amount and only what data etc id used. Every person on the chat tells me something different! I spoke to care phone warehouse and they told me id been mis informed I recorded the convo. Help?

Gemma M

iD Mobile Employee

Hi @Laura1990november,

I'm sorry to hear about the experience you've had, especially after returning the handset within the 14-day period and receiving different information from the teams you've spoken with.

A charge like this can sometimes occur if a PAC is used before the return and cancellation have been fully completed, as transferring the number can close the agreement before the return has finished processing.

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

We'll speak to you there.

Regards,

Gemma M
The iD Mobile Social Media Team

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