Refund for double payment taken

Forum|Forum|4 months ago
May 1, 2026
4 replies
143 views

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.

Gemma M

iD Mobile Employee

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

KJA48Author

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.

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

M

Michaela Kennedy

New Contributor

I am exactly the same place customer service is shocking being told my refund was being processed from August the 5th now we are almost into September still no refund. Just was on the phone to complaints department he put me on hold them hung up on me i was on the phone for almost half an hour to get hung up on. I am now going to go to the ombudsman for help because this is shocking way to treat customer's

M

Marquerita T

iD Mobile Employee

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.