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Question

Refund for double payment taken

  • May 1, 2026
  • 3 replies
  • 23 views
K
New Contributor

Hi. I am extremely frustrated that this seems to be the only way to speak to customer service and get a response. Last night when making the payment for my bill, as always the app was being extremely temperamental. It kept crashing, and taking me back to the home screen and when i finally thought payment had been made, it hadn’t come out of my bank or was showing in the app so I did it again. A while later i then got notified from my bank that 2 transactions had been taken. It is now showing as a credit on my account for next months bill but I do not want to have this sitting as a credit. Please refund the additional payment as a matter of urgency. 

    3 replies

    Gemma M
    iD Mobile Employee
    Forum|alt.badge.img+10
    • Gemma M
    • iD Mobile Employee
    • May 1, 2026

    Hi ​@KJA48,

     

    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 

     

    We'll speak to you there.

     

    Thanks,

     

    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.
    K
    New Contributor
    • KJA48
    • Author
    • New Contributor
    • May 8, 2026

    Hi. I am extremely frustrated that this seems to be the only way to speak to customer service and get a response. Last night when making the payment for my bill, as always the app was being extremely temperamental. It kept crashing, and taking me back to the home screen and when i finally thought payment had been made, it hadn’t come out of my bank or was showing in the app so I did it again. A while later i then got notified from my bank that 2 transactions had been taken. It is now showing as a credit on my account for next months bill but I do not want to have this sitting as a credit. Please refund the additional payment as a matter of urgency. 

    Hello, the incorrect amount has been refunded!! please contact me immediately 

    M
    iD Mobile Employee
    Forum|alt.badge.img+4
    • Marquerita T
    • iD Mobile Employee
    • May 8, 2026

    Hi ​@KJA48.

     

    Thanks for your post. I’m sorry for any concern this has caused.

    Please could you check your inbox and respond to our latest message there? We’ve provided an update regarding your refund, and we’ll be able to assist you further once we hear back from you.

     

    Thanks,

    Marquerita

    The iD Mobile 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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