I need help escalating a serious billing/fraud issue.

I have one genuine iD Mobile account, which is the only account I have ever knowingly opened or used. I have now discovered that iD Mobile has a second mobile account in my name for a number I have never owned, activated or used.

I noticed this because payments have been coming out of my bank for both accounts. I have traced payments for the unknown account back to 16 March 2025.

The second account does not appear in my iD Mobile online account, so I had no reason to know it existed.

I contacted iD Mobile Live Chat today. The agent confirmed they could see the second account under my details. When I explained that I had no knowledge of it and had never used the SIM, the agent asked whether I wanted it reported as fraud. I agreed, and they confirmed that a fraud case had been submitted.

However, I was then told that iD Mobile cannot stop the payments or cancel the account while the fraud investigation is taking place, meaning I may be charged for another month. I was told the fraud team can take up to 30 days to contact me.

I understand that iD Mobile needs to investigate, but I don't understand why billing cannot be stopped while an account I have explicitly stated I never opened is being investigated.

I am asking iD Mobile to:

• Explain why this second account exists under my details and why it doesn't appear in my online account.
• Stop any further payments while the investigation is ongoing.
• Investigate all payments taken for this account since 16 March 2025.
• Refund the payments relating to the account I never opened or used.
• Confirm the fraud case has been properly escalated and provide a reference number privately.

I have the complete Live Chat transcript and bank statements showing the payments, and can provide evidence privately to an iD moderator.

Has anyone else experienced something similar? - from the forums it appears so.