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.