Community Member

no automatic payments

7 replies
111 views

I am not being charged automatically so it means I never realise I haven’t paid till I get a message saying I’m overdue for a payment and if I’m not home when I get this text I won’t be able to use my phone when needed at work until I get home, I need someone to fix this as it’s put my in difficult situation when trying to get buses home many times

M

Marquerita T

iD Mobile Employee

Hi @Littlemiss2006.

I’m really sorry to hear this has been causing issues for you, especially when you need your phone for things like getting home safely. Let’s get this sorted for you.

It sounds like you don’t currently have a Direct Debit set up, which is why payments are being missed. Setting one up will make sure your bill is paid automatically each month so there’s no disruption to your service.

Here’s how to set up a Direct Debit:

Log in to the iD Mobile app or your online account
Go to My Billing
Select Set up or manage my Direct Debit
Follow the steps on screen

Your payment will then be taken automatically around 14 days after your bill is issued.

Just a heads up — Direct Debits can take up to 10 working days to fully activate. If you’ve got a payment due within that time, it’s best to make a manual payment first to avoid any service interruption.

You can also change your payment date to better suit you:

Go to: https://my.idmobile.co.uk/login
and log in
Click Bills
Select Manage your payments
Click Change your payment date
Choose your preferred date, review the T&Cs, and submit

A few things to keep in mind when changing your payment date:

Payments may be taken up to 3 working days after your chosen date
The change will apply from your next billing cycle
Your billing period and allowance refresh date will adjust to match
Your next bill may be slightly higher than usual, as it’ll be pro-rated for the longer billing period

Once this is set up, everything should run automatically and you won’t have to worry about missing payments again. If you need any help along the way, just let us know

Thanks,

Marquerita

The iD Mobile Team

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Simon Robert Barr-keen

New Contributor

I have the same issue every single month. They know I don't get paid till the 12th . Has been the same now for the past 16 months yet every time I change the date they change it back and puts me back in this situation. I cant wait for my contact to end and leave id mobile

M

Marquerita T

iD Mobile Employee

Hi @Simon Robert Barr-keen.

Thank you for your post.

Kindly note that after you have changed your direct debit date to your preferred date;

Payments may be taken up to 3 working days after your chosen date
The change will apply from your next billing cycle
Your billing period and allowance refresh date will adjust to match
Your next bill may be slightly higher than usual, as it’ll be pro-rated for the longer billing period

Thanks,

Marquerita

The iD Mobile Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Simon Robert Barr-keen

New Contributor

That maybe so but this was months ago yet it reverted . I spent over 2h on the phone trying to get to the bottom of it. Seems there was no record of the payment date change yet have been charged for said service. Can't wait till my contract has finished so I can move without being charged

Gemma M

iD Mobile Employee

Hi @Simon Robert Barr-keen,

I'm sorry to hear this is still causing frustration, especially if the payment date change was made months ago and has since reverted.

I can understand why you're unhappy if you've been charged for a service that appears to have no record of being applied, particularly after spending over two hours trying to get to the bottom of it.

Have you been back in touch with our Customer Service Team via Live Chat since this happened to have the matter investigated further?

If not, we'd recommend contacting them so they can review the account history, check whether the payment date change was processed correctly, and explain any charges that have been applied.

https://www.idmobile.co.uk/live-chat

We apologise for the inconvenience this has caused and appreciate you taking the time to share your experience.

Regards,

Gemma M
The 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.

Simon Robert Barr-keen

New Contributor

No I gave up with id customer service. Its mostly ai driven . Seems this network is no more better then them privert dropship sellers. Just loops till you give up or go mad trying to solve anything. I will pass thanks