Hi guys, so I think I have gotten to the bottom of a conundrum, but ID’s customer support don’t seem able to help. Advice is appreciated!
When I first got my ID account, I was given a new phone number. I asked ID if I could transfer my old number over, and they agreed. Fast forward to last week, my dad realises he has two direct debits for ID coming out of his account for years, despite the fact I am the only one in my family who has an ID contract. My dad has been paying since I was a teen and we haven’t had time to sort it since I just graduated uni.
After several frustrating rounds dealing with customer service, over the course of a few days, we are finally told there is another ID mobile number we are paying for - one I do not recognise and have never used. We cancel the payments coming out of the bank account, pending further information.
Suddenly, my phone stops being able to make calls, and an auto message says that it is because I have an ‘outstanding payment’. Does this mean that ID has accidentally melded two numbers into one instead of just transferring the number, and charged us for two numbers and contracts separately? It seems strange as if you call the other number it doesn’t come through to my phone, but I can’t make calls since the payment cancellation through the bank of the other contract.
I have also just noticed on my ID account that next to my gigabytes it says I have ‘120/60 GB’ remaining indicating the total allowance from two plans in one?
Our issue is that my account linked to the phone number that is in use is under my name, but the mystery one is under my dad’s name - he has never had an ID account himself and doesn’t recognise the number. Even though he pays for both, customer service won’t accept that the two are linked (even though we share a surname). Backdated he has payed hundreds of pounds without even knowing, and it is going to cost more than a hundred more to cancel both plans and leave ID.
Any help is much appreciated, it’s a bit of a web!
