Hi ​@Diego Bitencourt 


If you download your bill you can see, in the itemisation of calls, texts etc, why you were charged extra.

If you deem that these charges were not accrued by yourself then you need to speak to an advisor.
 

 https://www.idmobile.co.uk/live-chat

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the chatbot. 

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.
 

You can also contact iD Mobile via:-

Send a private message via their Socials (Facebook, X or Instagram)  
iD Mobile social media accounts:-

• Instagram: @idmobileuk
• Facebook: idmobileuk
• X (formerly Twitter): @iD_Mobile_UK

or email socialqueries@idmobile.co.uk.
 

Going forward and to stop this happening again, is to set a bill cap:-

To ensure that you don’t get hit with any excess charges then you can set your bill cap to a £ amount that only covers the cost of your normal monthly payment:-

• How do I set or change my Bill Cap? F.A.Q.

Hope this helps x