Active Contributor

Question

Refund

14 replies
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I’ve had to leave iD and there’s a few quid left in in my account. How do I go about getting a refund?

Decembersangel72

Gold Contributor

Hi @Mac7

Your best option is to contact an advisor via Live Chat to discuss this (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

https://www.idmobile.co.uk/live-chat

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot.

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.

You can also contact iD Mobile by sending a private message via their Socials (Facebook, X or Instagram)

iD Mobile social media accounts:-

Instagram: @idmobileuk
Facebook: idmobileuk
X (formerly Twitter): @iD_Mobile_UK

or email socialqueries@idmobile.co.uk.

Good luck x

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M

Mac7Author

Active Contributor

Thanks - Support reached out to me today.

Kwanele Z

iD Mobile Employee

Hi Mac7,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

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P

Panesso

New Contributor

If I paid for an upfront cost of £45 would I get refunded if I get rejected from credit score?

Gemma M

iD Mobile Employee

Hi @Panesso,

Thanks for getting in touch.

If the credit check is declined, the upfront cost would not be taken from your account, so there would be nothing to refund.

Regards,

Gemma M
The iD Mobile Social Media Team

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M

Mac7Author

Active Contributor

So, this never got resolved and there was no real attempt to resolve it.

Just a warning to anyone else who moves to another supplier and has money left in their iD account - they aren’t giving it back.

Marquerita T

iD Mobile Employee

Hi @Mac7.

Thanks for letting us know, and we’re sorry this hasn’t been resolved for you. We can arrange for any remaining credit on your account to be refunded back to your Direct Debit.

Please contact us directly via live chat: https://www.idmobile.co.uk/live-chat and our team will take care of this for you.

Thanks,

Marquerita

The iD Mobile Team

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M

Mac7Author

Active Contributor

I’ve already tried this with your team.

I did not have a direct debit, I topped up with a credit card.

I still have not had the balance when I terminated my service refunded.

Just a warning to anyone else who moves to another supplier and has money left in their iD account - they aren’t giving it back.

Gemma M

iD Mobile Employee

Hi @Mac7,

I'm sorry to hear this is still unresolved.

If you've already spoken with our team and believe you're owed a refund for credit remaining on the account after the service was terminated, you'll need to contact our Live Chat team again and ask them to log a ticket for the matter to be investigated further.

They'll be able to review the account history, check the remaining balance at the time of disconnection, and advise on any refund that may be due.

You can contact them here: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M
The iD Mobile Social Media Team

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M

Mac7Author

Active Contributor

Gemma, I’ve already done this and they told me the account is closed and that no refund is due. It’s less than a fiver and at this point I don’t really care about it.

My point remains

Just a warning to anyone else who moves to another supplier and has money left in their iD account - they aren’t giving it back.

If iD mobile had any real concept of customer service, I wouldn’t be getting the same canned response from a Social Media Team, I would be getting an email from customer service with a full ledger of my account and an immediate refund to my credit card.

I don’t see why I should waste even more of my time going through the chat process again.

Gemma M

iD Mobile Employee

Hi @Mac7,

I understand your frustration.

If you've already been advised that the account is closed and no refund is due, and you still disagree with that outcome, the best thing to do would be to reply to the private message we've sent you so that we can review the matter further and escalate it where appropriate.

We appreciate that you don't want to repeat the process again, however we aren't able to investigate account-specific information publicly on the Community. By responding to the private message, we'll be able to review the details you've already provided and look into this further.

Regards,

Gemma M
The iD Mobile Social Media Team

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M

Mac7Author

Active Contributor

Gemma

Just replied, if we are able to resolve this then I’ll update this thread and remove my advice.

This should be extremely simple to resolve.

M

Mac7Author

Active Contributor