Hi ​@Harry Streeter, 

Thank you for getting in touch.

We're sorry to hear that this has come as a surprise, and we understand why you're concerned.

When you change your Direct Debit payment date, your billing period is extended to align with the new payment date. This means you may be charged for the additional days that you've continued to use the service but had not yet paid for, which is why your next bill may be higher than usual.

We also send a text message to advise that changing your Direct Debit date may result in a higher bill due to this adjustment.

Unfortunately, as the change has already been processed, we're unable to change your Direct Debit date back.

Please also note that, once your Direct Debit date has been changed, you won't be able to change it again for 6 months.

We apologise for any confusion or inconvenience caused.

Owethu

My phone is a lifeline not just a phone I have a lot of complex health issues and after losing my husband in April he was my carer and I live in a remote village and I'm disabled and my family live about 10 miles away from me so if I have a seizure I'm epileptic and I rely on my phone so I'm on benefits and taking that chunk of money will make me vulnerable because I won't have the money to go out to see the doctor or hospital appointments I won't have the money to get to see them could you please try and sort this so I don't run out of money otherwise I will have to cancel my contract with you I don't want to leave you but I can't afford to stay with you 

Hi ​@Kazz68.

Thank you for sharing. I’m so sorry to hear what you’re going through. Please accept our sincere condolences on the loss of your husband. We completely understand how important your phone is to you, and we’re sorry for the worry this has caused.

We’d really like to help, so please get in touch with us directly and we can look into your account and see what options we have to support you.

You can reach us via live chat here: https://www.idmobile.co.uk/live-chat, or by sending us a message on our Facebook or Instagram pages.

We don’t want you to feel you have to leave us, and we’ll do everything we can to find a way forward.

Please take care of yourself, and we look forward to hearing from you.

Thanks,

Marquerita

The iD Mobile Team