Question

Complaint about charge on phone

Forum|Forum|24 days ago
April 14, 2026
1 reply
14 views

Bcat14
Community Member

Hi, I’d like to raise a complaint about a recent charge on my account.
I called the number 0844 248 0844, which was advertised as costing 7p per minute. However, I’ve since been charged around 45p per minute by iD Mobile as an access charge, which was not made clear to me before or during the call.
I only received a text message explaining the higher charges after the call had already taken place, which did not give me a fair opportunity to avoid the cost.
I feel this was misleading, as the advertised price did not reflect the true cost of the call. Had I been clearly aware of the full charge (including the access charge), I would not have made the call.
As a result, I am requesting a goodwill refund or credit for this charge.
I would appreciate you reviewing this and responding as soon as possible.

M

+4

Marquerita T
iD Mobile Employee
Forum|Forum|23 days ago
April 16, 2026

Hi @Bcat14.

Thank you for your post.

I am sorry to hear about the concern regarding the call charges. I appreciate why this would feel frustrating.

The number you called (0844) is a premium-rate service number, and these calls can include both a service charge (set by the organization you are calling) and an access charge (set by your mobile provider). The service charge may be advertised separately, but the total cost is made up of both elements, which is why the final per-minute rate can be higher than expected.

I understand your point that the text notification was received after the call had already taken place. However, as the charges are applied in line with the standard tariff for these number ranges, we wouldn’t normally be able to issue a refund for this type of usage.

If you would like this reviewed further; you can raise it with our team via Live Chat here: https://www.idmobile.co.uk/live-chat and they can check your specific usage and advise you accordingly.

Thanks for your understanding.

~Marquerita

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