please waive out of plan usage charge

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I am on a pay monthly £8 a month. I am travelling in Malaysia and have a 2nd SIM domestic card. I had made a phone call but it used the ID mobile instead of the domestic Malaysia SIM card. I had forgotten to enable the default phone call mobile service to use the Malaysia SIM card . I now understand how it works but would appreciate it if you can waive the £12 out of plan charges.

Gemma M

iD Mobile Employee

Hi @BL88,

Thanks for getting in touch, and we’re sorry to hear this happened whilst you were travelling.

We completely understand how easy it can be to accidentally place a call using the wrong SIM when using dual SIM abroad, especially when switching between a local SIM and your iD Mobile line.

Unfortunately, we wouldn’t normally be able to remove valid out-of-plan charges where the usage has successfully connected and generated charges, as notifications and usage warnings would usually be issued where applicable.

That said, as this is a public platform, we’re unable to review the account or billing history directly here.

If you’d like the team to take a closer look and see whether there’s anything further they can do, please get in touch via Live Chat: https://www.idmobile.co.uk/live-chat

We appreciate your understanding and hope you enjoy the rest of your trip.

Regards,

Gemma M

The iD Mobile Social Media Team

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