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Community Member
Wawaweewaa
Community Member
August 28, 2026
Solved

random outstanding balance in app

  • August 28, 2026
  • 2 replies
  • 25 views

So today I opened the app and saw an outstanding balance of £35. I haven’t missed any months payments. I’ve played the £35 but now the outstanding balance hasn’t gone away. I would like a refund of my £35 if possible 

    Best answer by Gemma M

    Hi ​@Wawaweewaa,

     

    Thanks for your post.

     

    If you've recently seen an outstanding balance of £35 in the app and have already made a payment, it may be that the amount you're seeing relates to your next bill that is currently being generated, rather than an unpaid bill.

     

    However, as we're unable to view or verify account-specific billing information here on the Community, we can't confirm exactly what the charge relates to or whether a refund is due.

     

    We'd recommend contacting our Customer Service Team via Live Chat so they can review your account and billing history in full: https://www.idmobile.co.uk/live-chat

     

    They'll be able to explain the outstanding balance, confirm whether the payment has been allocated correctly, and advise if any refund is applicable.

     

    We hope this gets cleared up for you soon.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    2 replies

    Geluk
    Silver Contributor
    Geluk
    Silver Contributor
    August 28, 2026

    Pursue this via the CHAT PAGE; type “SPEAK TO A PERSON”😄

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Gemma M
    iD Mobile Employee
    Gemma MAnswer
    iD Mobile Employee
    September 2, 2026

    Hi ​@Wawaweewaa,

     

    Thanks for your post.

     

    If you've recently seen an outstanding balance of £35 in the app and have already made a payment, it may be that the amount you're seeing relates to your next bill that is currently being generated, rather than an unpaid bill.

     

    However, as we're unable to view or verify account-specific billing information here on the Community, we can't confirm exactly what the charge relates to or whether a refund is due.

     

    We'd recommend contacting our Customer Service Team via Live Chat so they can review your account and billing history in full: https://www.idmobile.co.uk/live-chat

     

    They'll be able to explain the outstanding balance, confirm whether the payment has been allocated correctly, and advise if any refund is applicable.

     

    We hope this gets cleared up for you soon.

     

    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.

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