Hi,
So I’ve had a rather rocky year, and managed to miss a payment to you guys a couple of months ago, resulting in my services being cut off the next day.
Since then I have had repeated letters sent to my ex partners address (could do with having that changed!) and lots of emails from OverDale regarding paying outstanding bill, but when I reached out to OverDale I had no response to any of my emails.
I would be happy to pay what I owed, but unfortunately your payment line does not give me an option to dispute that figure. I accept that a missed payment is still due, and even accept the concept of paying a full month for about 7 hours worth of service - as it was my mistake.
However I don’t see why on earth I’m expected to pay for a further two months of services that I did not recieve, while out of contract, and during which period I have made reasonable efforts to communicate with someone regarding the issue - simply to have my phone reconnected and my payments resumed!
So if someone would be kind enough to help me, i would be very grateful, as I am in dire need of phone service. Have to travel back to my home town to help my mother move away from an aggressive neighbour, and having no phone service is going to make that a tad difficult.
If no help can be offered, I suppose I can always swap provider, but that would be a shame as I think you guys are a pretty sterling company (even had my mother and a few friends swap to ID) other than how difficult you are to contact!
Thanks in advance, and sorry for length of message!
I need my phone reconnected, but can't get live chat to load no matter what I try!
Best answer by Xerxes
Hello yet again!
Seems to have rectified itself (unless someone addressed it on your end, in which case many thanks!).
Hopefully be able to use my phone soon too!
+24Hey there
Unfortunately, you would be liable to pay for the time the line-rental and contract is active. If you don’t request a 30-day disconnection, or a PAC code and transfer to another network, or upgrade to a new plan, then your contract will continue on the same contract at the same price, as we’d presume you’re happy with the same contract. Therefore, although the minimum expiry date on the contract may be over, you’d still need to contact us to request a disconnection, or request a PAC code or disconnection via the iD Mobile app/website, sorry about that.
If you require assistance with the payment and disconnection, then please contact us via our live-chat ASAP so we can look into that further for you:
https://www.idmobile.co.uk/live-chat
Thank you,
Tyler
Hi
Urm. So am I to understand that despite having been out of contract since June, and despite my phone service being cut off within about 7 hours of my missed payment and not being resumed at any point in between those times, and despite the fact I technically pay about 3 (?) weeks in advance so had already paid for some of that period - I am expected to pay for those services I didn’t recieve, as if I were contracually bound?
That seems a bit odd, not to mention unscrupulous, wouldn’t you say?
I fully accept that the missed payment was my fault (lot of personal and mental health issues), and my responsibility and am more than happy to pay for the first month (despite the lack of services) as I did not notify you, and of course costs are still incurred and due for the last month of a rolling contract. I am also more than happy to pay for this months - as I have no wish to cancel my services so long as we can reach a sensible resolution.
However I don’t see how I’m liable to pay for any further services which i did not recieve.
I know it’s only £8 that is being disputed, but I feel this is matter of principle and respect for your customers / consumer rights. I am seeking a mutually beneficial resolution and I think I’m being fair in my acceptance of responsibility of both fault and cost. I don’t think expecting three months pay for less than 12 hours of service is a very fair counter negotiation!
Also as I specified in above messages, i couldn’t get the live chat button to work or else I’d already have done that!
I think I have a solution however (using someone elses phone) , so with any luck I will indeed manage to do so today. Would appreciate if a communication channel could be kept open for me in case that doesn’t work however, so we might get this resolved sensibly a.s.a.p.
If I’s successful, I shall drop a quick notification message here so you know it’s all resolved of course.
Thanks again for your response, and my apologies if any of the above came off as shirty in any way. Been one of those days and feeling a bit tired of the one sided nature of corperate / consumer relationships these days. I fully appreciate that’s not your fault nor doing, personally!
Hi again,
Apologies, apparently this question was accepted by moderators rather late. In my last comment I referenced having already tried to access the live chat, but that conversation (with a very helpful customer) was on a shortened re-post as I wasn’t sure this one had been sent (recieved no confirmation, or anything in my “questions”). So to clarify, I did try all the methods specified on your help page (and a few more to boot!), to no avail. Tried on my phone too, which i believe is how I circumvented the issue last time, but that was also having trouble (though that might be a device issue, frankly).
Shall continue to try, but thought I’d best clarify.
Thanks.
(Oh what on earth? This one hasn’t been held for review, so now it’s posted before the initial one?? Your community website is weird 😅)
Hello once more
I managed to get through to Live Chat and seemingly have my issue resolved.
However I don’t seem to have recieved any email or text confirmation for the resolution / refund. Is that normal? I recieved a text earlier regarding a complaint being raised.
Any clarity you can offer would be much appreciated, and if something pings through i shall close this and stop bothering you!
Thanks again,
Xerxes.
Hi
We are happy to hear the team were able to get this matter resolved via Live Chat.
Did you request confirmation of the complaint resolution whilst on the chat?
Nat
I did indeed, I got a code from the advisor in the Live Chat but never recieved any email or text confirmation, nor any sign on my account - so i wanted to be sure it was being processed.
Seems to have gone through now though. So all sorted.
Well, except having to deal with Overdale. Oh and wait for the payment I’ve now made to clear on your end, so I can reinstate my Direct Debit. Then wait for that to clear, so I can use my phone again.
I really am a bit astonished at how difficult to navigate your online systems are though, considering that is your only means of interacting with your customers. Not sure if you have any power to do so, but I think it ought to be raised internally.
Heck, prove it will see a marked increase in customer satisfaction / profits and you’ll be on the road to a promotion ;)
Please don’t take this as a slight against you in any way Nat, I understand you are all just as privy to the idiotic whims of corperate greed as we consumers are. Just a bit silly.
Anyway my thanks for checking in, and I hope you have a lovely day / week / holiday period!
Xerxes.
I have now paid the second part (£6 overdue cleared) which ought to be for this months bill and reconnection of my services, but it appears to be showing both arrears and this months bill as seperate entities. Which they are not, it’s the same £8.
When I paiud the £6, it said I had £6 owed. Which was true. Upon that payment clearing, it is saying I have £8 owed. Which is untrue, as the direct debit is/was set up for the end of the month (28th I believe), and this months servive started on the 14th.
Any clarification appreciated.
Oh and I also cannot re-instate my D.D until I have cleared the “debt”. Again. Huh?
Hello yet again!
Seems to have rectified itself (unless someone addressed it on your end, in which case many thanks!).
Hopefully be able to use my phone soon too!
Thank you for clarifying and for letting us know.
We will be sure to pass your feedback on to the business and apologise once again for any inconvenience caused.
Nat
Hi
Shame the comment I made that actually contained proper feedback seems to have been held in contempt of community court or something, cos it’s not appearing 😅
Anyway many thanks, and no apology needed from you. You seem to be doing your best and I appreciate that these issues and poor business practices are way out of your control.
Have a lovely day / week / holiday season!
Reply.
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