New Contributor

Refund of credit on account

18 replies
115 views

I have over £20 credit on my account but can’t make calls as I’m told I’m out of calling credit.

I spent over an hour on live chat to an agent earlier this week who sorted it, however the following day the problem recurred and I’ve been unable to make calls since.

Given the foregoing I’m sure you understand that I have no faith in the ID mobile network being able to be useable and therefore wish a full refund of the credit on my account prior to me finding an alternate provider.

Tashnieka D

iD Mobile Employee

Hi @KennnethDL,

Thank you for getting in touch, and I am sorry that you have experienced this issue again after already spending time with our Live Chat team to get it resolved.

I can see why you would want this looked into before deciding on your next steps. Please return to our website and contact our Live Chat team, who will be able to access your account, investigate why your credit is not allowing you to make calls, and discuss your refund request with you.

You can contact them here:

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

Once connected, please explain that you have over £20 credit on your account but are unable to make calls, and that you would like the issue and refund request reviewed.

I am sorry again for the inconvenience caused.

Regards,

Tashnieka
The iD Mobile Team

K

KennnethDLAuthor

New Contributor

The big issue is that it’s so intermittent. As 1200 today I couldn’t make calls but now 6 hours later I can.

Would a live chat be able to help with this when generally they tell you to reboot the phone, reinstall the app etc.

Also I really do need my phone to work at all times, I can’t be expected to jump through all these hoops when out and about and want to make a call.

Would it be better to move to private messages rather than live chat?

Niamh H

Active Contributor

Exactly the same issue here today.

Not working at 1200 today and working at 1800.

This is a widespread ID Mobile back end issue that Live Chat can’t sort. They say they see no credit on the account but as users we see credit on the website and in the app!

Niamh H

Active Contributor

And again, you cannot make calls as you are out of calling credit, I have over £6 of credit.

Niamh H

Active Contributor

During a live chat with Anda yesterday afternoon the issue resolved itself and I could make calls, but this afternoon the problem is back.

Can someone fix your systems please?

M

Marquerita T

iD Mobile Employee

Hi @Niamh H.

Thank you for your post. I am sorry for the frustration and the on-off issues you've had with calls.

Can you please confirm whether you're on a pay-as-you-go agreement?

Thanks,

Marquerita

The iD Mobile Team

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Niamh H

Active Contributor

Yes, with about £6 of credit.

Working again this afternoon.

M

Marquerita T

iD Mobile Employee

Hi @Niamh H.

Thank you for your response.

Are you referring to your calls that are working again. If so, it might not be the credit on your account that is the issue.

Can you do the following instead; check your coverage checker for your specific area: https://www.idmobile.co.uk/help-and-advice/coverage.

Thanks,

Marquerita

The iD Mobile Team

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Niamh H

Active Contributor

It’s not the credit or coverage.

If I had no coverage I wouldn’t get the ID Mobile response telling me I have no calling credit when I have about £6 credit on the account.

Thw issue lies in ID Mobile’s back end systems and not my phone or account.

Gemma M

iD Mobile Employee

Hi @Niamh H,

Thanks for clarifying, and I’m sorry the issue is still ongoing despite having credit available on your account.

As the usual coverage and account checks haven’t identified the cause, please contact our Live Chat team so they can investigate the service further.

They may recommend trying a replacement SIM as part of the troubleshooting process. If the issue continues after all troubleshooting has been completed, they can raise a technical ticket for further investigation where necessary.

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

Regards,

Gemma M
The iD Mobile Social Media Team

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Niamh H

Active Contributor

Then this morning it says no data as no credit, there is over £6 credit on the account

Niamh H

Active Contributor

Live chat on 22nd September ended-

Anda 2:27 PM

I can see that you have reported this before and had credit added for the inconvenience I will escalate this to the technical team the will be able to assist you in 24-48 hours.

Niamh H

Active Contributor

It’s a very long 48 hours.

And today I was in a waiting room in a hospital and needed to phone home, guess what “You are out of calling credit” despite having over £5 credit according to the app!

Gemma M

iD Mobile Employee

Hi @Niamh H,

I'm sorry to hear that you're still experiencing this issue, especially when you needed to make an important call.

As this has already been escalated to our Technical Team, you'll need to wait for them to complete their investigation and provide an update. They're best placed to review what's causing the issue and work towards a resolution.

If you'd like to check for any updates on the case, please contact our Live Chat team, as they'll be able to review the latest information available.

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.