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913 Topics
Charge to my account
So, I have 4 Plans attached to my Payment method, 3 plans on one ID account, and 1 plan (my wife) on another ID account, the plans are as follows £9 - my own mobile £6 - my sons mobile £6 - my mothers mobile these are all on my ID account and my wife's ID account has another £6 - wife's mobile when we setup my sons mobile it seems on ID’s end they had not setup a direct debit to my Monzo, as such it had gone months without being paid as I hadn’t realized because no attempt or declined payments had showed up, either way I can not get into this plan, but managed painfully through live chat to get to the bottom that it was an unpaid bill and to pay it I had to contact the Leeds debt collection agency, which I contacted a week ago and settled the £53.99 bill, however the issue is that number is still deactivated which at this point Isn’t the main concern but recently ID have attempted to charge £24 to my Monzo and I have no idea what this payment is for as it is not part of the payments for the active plans? attached is the last bill of the account which is completely broken/deactivated (I think it has gone beyond being barred at this point) and also a screenshot of the attempted payment (Which everyone on live chat seems sure does not exist.) Its just extremely difficult as the problem seems to be much more complex with the amount of issues on my account that its almost impossible to convey this over a live chat. Looking at the attached bill there is an outstanding balance of £24, which is the only £24 on anything linked to my accounts, however this outstanding balance plus a Termination fee?, the £53.99 has been settled with the Debt agency ID passed the bill onto. I also can access this specific plan through any form of the App, (Tried reinstalling as per live chat) as wherever I try and access this from I am met with
Out of Plan Charges & Real Time Information
Had a text telling me my bill cap had changed and that I’ve currently spent £1.20 on out-of-plan charges. The text also recommended I check My Account online or the mobile app regularly to monitor my usage and any out of plan spend. As I’ve never incurred any out of plan charges in the two years I’ve been with ID I was interested to find out what they were for. Searching ‘My Account’ and the mobile app I couldn’t find anywhere to see current usage or charges. Eventually I found an old post on here where another user had posed a similar question. They were told that you can’t actually see current usage/spend online or via the app! I find this quite bizarre in this day and age. Other providers have been doing it for years. Anyway, I figured I’d go on Live Chat and get the information from there. What an absolute useless service that is. Here is the transcript: Agent: Kindly confirm how can I assist you? Me: I recently changed my plan. During the change I received a text saying that I had incurred £1.20 of out of plan charges. As there is currently no way of seeing these until my next bill, are you able to tell me what they are for? Agent: Thank you for sharing the above, please be advised that your plan now is £10.00 - UNL/UNL/60GB Agent: and you will receive your next invoice on 11/10/2024. Me: But are you able to tell me now what the out of plan charges are for? Agent: Hi, you've set your bill cap to £50.00. You've currently spent £1.20 on out-of-plan charges this billing month. This means you can spend up to £48.80 until the end of this billing month before you reach your cap limit. We recommend you check the iD Mobile app or My Account online regularly to monitor your usage and any out-of-plan spend. Agent: Please be advised that you were notified about this and you would need to keep your bill cap at £0.00 Me: All I want to know is what the out of plan charges are for. There is currently no way of seeing this via the app or my account. Agent: Kindly be advised that you will receive the invoice on 1/10/2024 it will be detailed and you will need to keep your bill cap at £0.00 so that you will not be charged extra. Me: That's not what I'm asking. I just want to know what the charges are for. Are you able to see this information or not? Agent: Kindly be advised that I'm not able to see the information yet since the invoice is not generated yet. Basically a load of scripted waffle not answering the question I’d asked and then eventually telling me they couldn’t see the information. Is it really true that customer services can’t view my account details and billing in real time? If not, why not?