Hi ​@Andrade, 

Thank you for getting in touch. I’m sorry for the confusion and concern caused by seeing two £14 payments taken on 19 September. I understand why you’d want to clarify this, especially as you normally pay £14 per month by Direct Debit.

Occasionally, a Direct Debit payment may fail even if it initially appears to have been successful in the iD Mobile app. This can sometimes result in confusion about whether a payment has been processed or whether another payment is still due.

I’d strongly recommend contacting your bank first to check both transactions and confirm whether they were successfully processed.

If your bank confirms that you have been charged twice, please contact our Live Chat team so they can review your account and investigate the duplicate payment.

You can reach Live Chat here: https://www.idmobile.co.uk/live-chat

We apologise again for the inconvenience and appreciate your patience while this is looked into.

Owethu