Hey there ​@Aduffy, sorry to hear this. Sometimes, the app/website can show paid bills as successful, even if they weren’t. I’d advise you check your bank and ensure each payment has come out correctly each month and then check the app/website afterwards to see if they match.

If you check your bank and are 100% sure all payments have been made correctly, and the app states you’ve missed some, please let us know so we can investigate further.

Thanks,

Tyler

Bank account shows several payments within the same months eg. 2 in January, 3 in March, 2 in May, 3 in June 

Hey there ​@Aduffy, no problem. How many contracts do you have with us please?

Thanks,

Tyler

Just the one contract 

Thank you ​@Aduffy 

Are all payments showing as taken via direct debit or are there any card payments?

Have you had previous accounts/plans with iD Mobile?

Natalie 

No I haven’t had any previous plans, just the current one I’m on. 
 

my account is set up as direct debit but I have to come on monthly and accept the payments, not sure why it doesn’t come out directly. Once I’ve cleared the payment for this month it’s still showing as an outstanding payment 

Hey there ​@Aduffy, sorry to hear that. We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link:

https://community.idmobile.co.uk/inbox/overview

Thanks,

Tyler