Final Bill requested on returned phone

Question

Hi first of all I’ve been trying over the last few days multiple times to speak to someone on the live chat but the ai chatbot is completely useless and just regurgitates the same unrelated information from the FAQ section of the website, and fails to connect me to a human who can help. The UI is also buggy.  The actual problem I have is that I ordered a phone expecting to be able to transfer my number from under my father’s name (on an id plan) to mine on the new plan. When I found out this was impossible I managed to speak to someone to return the phone, and I was told that I would receive a full refund but I had to pay the postage. I’ve done this but have received a final bill email. Firstly I’d like to understand why I am required to pay this, but secondly I cannot pay it as I cancelled my direct debit when I received the refund, expecting that to be it. My plan was never added to my id account as I returned it immediately, and I cannot add the plan now as it needs a verification code sent to that phone number that has been returned.

WelshPaul · Accepted Answer

The account or plan is activated upon dispatch. You are liable for all charges, including line rental, from the point of activation until the device is returned. The fact that you never used the device is irrelevant, as the service was live and available to you.You can call the dedicated payment line on0333 003 7777.If you call from another iD Mobile line it may provide the balance for the number you are calling from.Should you have this issue please call the number from a non-iD Mobile number and it should request the iD Mobile number you are querying and allow you to make payment.

Nadia W · Answer

Hi ​@JbundayThank you for getting in touch and for explaining everything so clearly — I completely understand how frustrating this must be, especially after you went through the effort of returning the phone and cancelling the plan right away.We can assist you with this query, we need you to contact us via our Socials(Facebook or Instagram),or you can email us at socialqueries@idmobile.co.uk and outline the details of your query.Thank you again for your patience — I completely understand how confusing this situation is, and we willdo everything wecan to get it sorted quickly.-Nadia W.

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