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nekorider
New Contributor
New Contributor
October 22, 2025
Question

No Agents on Live Chat, Bill Query

  • October 22, 2025
  • 3 replies
  • 54 views

Hello,

 

I accidentally paid twice for this month’s iD Mobile bill, not knowing it would also come out of my direct debit in lieu of using what credit I put in. I've tried for a few days straight to get in contact with an agent for this credit to return to my account but nobody has been available. Any advice?

Thanks.

    3 replies

    Lamiya C
    iD Mobile Employee
    iD Mobile Employee
    October 22, 2025

    Hi ​@nekorider 

    Thanks for reaching out, and I’m really sorry for the confusion and inconvenience caused by the double payment. I understand how frustrating it must be not being able to get through to an agent.
    If you’ve accidentally paid twice, the extra credit should either remain on your account and be used toward your next bill, or we can look into refunding it depending on the payment method.

     

    To help resolve this, please contact us via Facebook or Instagram, Live Chat, our Community page, or email socialqueries@idmobile.co.uk with your account details and payment info. We’d love to help sort this out for you.


    Thanks again for your patience, and we’re here to help.


    Lamiya 
    iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    nekorider
    New Contributor
    nekoriderAuthor
    New Contributor
    October 22, 2025

    Thank you, I’ll try contacting via Facebook because there’s nobody on the live chat. Is that via facebook messenger you mean or is there a specific page I need to use? Thanks. 

    andewhite
    Platinum 
Contributor
    Platinum 
Contributor
    October 24, 2025

    Thank you, I’ll try contacting via Facebook because there’s nobody on the live chat. Is that via facebook messenger you mean or is there a specific page I need to use? Thanks. 

    Normally best to use Facebook Messenger, so that your messages are private, ​@nekorider

    In my experience iD reply within a couple of hours on Facebook Messenger, between 8am - 6pm.

    🍀

    Forum member (non-iD).