Skip to main content

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

  • May 28, 2026
  • 1 reply
  • 8 views
K
Community Member

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. 

    1 reply

    Gemma M
    iD Mobile Employee
    Forum|alt.badge.img+12
    • Gemma M
    • iD Mobile Employee
    • May 28, 2026

    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.

    Not the answer you were looking for?


    Create a new topic and ask a question to the iD Community.


    Create a topic
    Perk up! Enjoy epic discounts, offers and savings from big-name brands, with the all-new iD Perks.
    Terms & ConditionsAccessibility statement