Hi ​@Elena Stan 

Thank you for getting in touch with us, 

and I’m sorry for any confusion caused regarding the Direct Debit date change and the associated fee.

I understand your concern about not being made aware of the charge in advance, and I appreciate why you feel this is unfair.

T&C's :
Due to the Direct Debit process, payment may come out of your bank account up to 3 working days after your nominated date.
Your Direct Debit payment date will change from your next billing period. So if you've got a Direct Debit payment pending, it'll come out on the original due date.
Your billing period will change to align with your new payment date.
Your allowances will refresh on your new billing date.
Your next billing month will be longer than usual. To ensure you've got enough allowances, they'll be pro-rated during this period (along with your line rental). This means your next bill will be higher than usual. For more information, visit Changing your Direct Debit payment date.

Thank you,

Zandile m

The iD Mobile Team

Thank you for your reply. In the meantime I have already paid the initial invoice. Please cancel the additional fee because, as I mentioned before, I was not informed about it in advance. Or if that is not possible, I would like to return to the initial payment date.

Thank you,

Diana

Hi ​@Elena Stan.

Thanks for your response.

To look into this properly and review what has happened on your account, please contact us directly via live chat: https://www.idmobile.co.uk/live-chat.

Once you’re connected, we’ll be able to check the charges in detail, confirm what was applied, and see what options are available regarding your billing or payment date.

Thanks,

Marquerita

The iD Mobile Team