Debt sent to a debt collection agency but I had no notification that I owed this debt

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I was shocked to get a letter from a debt collection agency for the amount of £18.53 I had no notification from ID Mobile that I owed this amount otherwise I would have paid it. I’m in my 70’s and have never been in debt before, so scared I immediately paid it but now I have the debt on my records. Why didn’t ID Mobile notify me? Even though I’m no longer with them they must of had my email and address on record. Weren’t they legally required to inform me of the debt before they passed it on to the debt collection agency?

Lamiya C

iD Mobile Employee

Hi @sasastro ,

Thank you for your message, and I’m really sorry to hear how this situation has affected you. I completely understand how upsetting it must have been to receive a letter from a debt collection agency, especially when you weren’t aware of any outstanding balance.

Please be assured that this isn’t the experience we want for our customers. We would normally attempt to contact you using the details held on your account before any balance is passed to a third-party agency. I’m very sorry if this didn’t happen or if our communications didn’t reach you.

To help resolve this, we can:

Review your account history to check what communications were sent and when
Confirm how the balance of £18.53 arose

Please allow sometime, as we will be sending you a private message to have this looked into.

We truly understand your concerns, especially given your circumstances, and we’ll do our best to support you and provide clarity on what happened.

Lamiya

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