I’m looking for some advice on a dispute with ID Mobile / a debt collection agency acting on their behalf.
I took out what was supposed to be a one-month SIM-only contract with ID Mobile starting on 01/12/2025 and ending on 31/12/2025. I never received the SIM card at all, so I was never able to use any services.
As soon as it became clear the SIM hadn’t arrived, I contacted ID Mobile at least three separate times to tell them:
the SIM card had never been received, and
I wanted the contract cancelled.
Despite this, no SIM was ever provided and the situation wasn’t resolved.
I paid for the one-month contract period (December 2025). I’ve now been contacted saying I owe £45, supposedly for three months of charges after the contract had already expired. In their own email, they state the contract was a 1-month contract that ended on 31/12/2025, but they’re also claiming the contract is “still active” and that I’m liable even though I never received or used the service.
They’re also saying cancelling the direct debit doesn’t cancel the contract, which I understand, but I did contact them directly multiple times to cancel and to report the missing SIM.
My position is:
-The contract term has ended and was paid for
-No services were ever provided
-Charges raised after the expiry date don’t make sense
-You can’t charge for a service that was never delivered
I have evidence showing I contacted them and that the SIM was never received.
Am I right in disputing this balance entirely, and what would be the best next step if they continue to pursue it (formal complaint, ombudsman, credit file protection, etc.)?
Any advice from people who’ve dealt with similar mobile contract issues would be appreciated.
Best answer by WelshPaul
Please refer to the terms and conditions. Your account is activated upon dispatch of goods. The minimum term you agreed to was one month. After this period ends, you may either port your number to another network or give iD Mobile 30 days’ notice to cancel, without incurring an early termination fee. Your contract will continue until you provide iD Mobile with 30 days’ notice or you port your number out.
17. Notices
17.1If you want to end your agreement, you must contact us through the 'Contact Us' section in our website at www.idmobile.co.uk/contactus and give us at least 30 days notice or alternatively you may log in to your account using the iD app and set a future disconnection request by selecting a date which is at least 30 days in to the future. If you prefer to contact iD Mobile via letter, please send this to iD Mobile, PO Box 686, Salford M5 0PA. You must include your full name, your billing address with post code, your iD mobile telephone number and the name of the bank your direct debit is with to help us locate your account. If you would like to give us notice beyond 30 days in to the future, you can contact us at www.idmobile.co.uk/contactus for more details. Whenever you have a No Fee Right to Exit you must exercise it within 30 days of it arising; if you do not notify us within this period, you will lose the right to terminate.
17.2 Proof of sending a letter does not guarantee our receipt of your notice. You must ensure that you have received an acknowledgement from us which should be retained by you.
If you have proof that you requested that iD Mobile close the account, then speak to a live chat agent, and they should be able to sort this mess out for you. You can start a chat session by clicking the link below.
Please refer to the terms and conditions. Your account is activated upon dispatch of goods. The minimum term you agreed to was one month. After this period ends, you may either port your number to another network or give iD Mobile 30 days’ notice to cancel, without incurring an early termination fee. Your contract will continue until you provide iD Mobile with 30 days’ notice or you port your number out.
17. Notices
17.1If you want to end your agreement, you must contact us through the 'Contact Us' section in our website at www.idmobile.co.uk/contactus and give us at least 30 days notice or alternatively you may log in to your account using the iD app and set a future disconnection request by selecting a date which is at least 30 days in to the future. If you prefer to contact iD Mobile via letter, please send this to iD Mobile, PO Box 686, Salford M5 0PA. You must include your full name, your billing address with post code, your iD mobile telephone number and the name of the bank your direct debit is with to help us locate your account. If you would like to give us notice beyond 30 days in to the future, you can contact us at www.idmobile.co.uk/contactus for more details. Whenever you have a No Fee Right to Exit you must exercise it within 30 days of it arising; if you do not notify us within this period, you will lose the right to terminate.
17.2 Proof of sending a letter does not guarantee our receipt of your notice. You must ensure that you have received an acknowledgement from us which should be retained by you.
If you have proof that you requested that iD Mobile close the account, then speak to a live chat agent, and they should be able to sort this mess out for you. You can start a chat session by clicking the link below.
Thank you for your reply, I have tried to inform them on each occasion I contacted them, as they dont have a customer service phone number I have used live chat each time. Clearly stating my intention, I am unsure how else to inform them?
Thank you for sharing your experience, and we’re very sorry for the frustration this situation has caused.
We’d like to clarify a few points regarding your account:
After the contract expiry date, customers are eligible to either upgrade their contract or disconnect, but this must be requested by the account holder. Network services are not automatically stopped after a contract ends.
If an account is active and there is a network issue, outage, or a SIM card hasn’t been received, it is important that our team is informed promptly so we can investigate and resolve the issue. We can only act on the information provided to us.
We genuinely regret that this has caused confusion and inconvenience. Our aim is always to resolve any reported issues as quickly as possible, and we encourage customers to contact us directly so we can assist fully.
~Marquerita
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