"there's nothing here" payment history

Hi ​@Gordon Palmer 

I’ve moved your post to it’s own thread.

How long ago have you made payment? How long have you been with iD Mobile?

Have you checked your bank to see if you have made a payment?

Tom

I've been with them long enough to have a payment history. According to my bank statement my last payment was 23rd November.. 

I remember intending to pay last week but I must have got distracted and forgot about it.

I can't remember when the payment is due. But surely just over 4 weeks isn't enough to warrant my account being restricted..

Hi ​@Gordon Palmer 

If any payment is late we’d likely restrict your account until payment is made, if you’re likely to make payments late, it might be worth considering using a direct debit.

Tom

Yes but none of that answers my question regarding payment  history. How do I know there hasn't been an error. Which can and does happen. Since I made a payment at the end of November.  It has never happened this quick before with this or any other provider. I will be paying the £18.99 on Friday. I won't be making any extra payments until I can see my payment 

People could start thinking there is some dodgy reason to prevent people seeing their payment history..

One reason to be suspicious is that you have avoided addressing that issue even though it was my main reason for coming here.

Just looked at the payment reminder email and the last invoice was 15th/12th. As this comes out over a week before payment is due and there has been a holiday as well. How can I be overdue?

Is there a timeframe you are expected to adhere to before restricting a customers account?!

Seems to me you don't take into account that finance can be limited on the run up to Christmas.

Hi there ​@Gordon Palmer 

Are you seeing this message on the iD Mobile App?

Do you see the same message if you use the online account portal - https://my.idmobile.co.uk/login - it works in the same way. Should it still show the same message have you tried using a different browser?

I have the same issue on both desktop and mobile TBH if all areas of the site work on chrome then so should the payment history. The fact it’s not working on the mobile app suggests it’s not a browser issue.

Just tried Safari, the only other browser I have. I can load several pages of ID Mobile. But when I click on log in I just get a blank screen.

Just checked Payment History in my usual browser and it is now working.  And as I thought, and as you can see, all I owe is the current £18.99 which wasn’t even due until 29/12/24.

I was going to make this payment on Friday. But I now will only pay once I know the error has been corrected, my account reconnected, and I receive an email confirming the corrections. Or you can provide proof of what the alleged overdue amount relates to.

I agree with you Gordon, if parts of their sites work with one browser then all areas should work with the same browser.

For the app, I’ve not yet looked into how this communicates with the mothership when using either the Android app version or the Apple app version but I’d guess to say they would possibly use different browser type methods - I know the Android app requires Android 9 and above and the Apple version requires iOS 15 or later.

Also for the app, clearing the apps cache (first) can give it a kick, or this plus deleting the apps data, or both plus uninstalling and reinstalling can fix this too (but note the latest minimum requirements as some are now finding the app no longer works on older phones)

I’ve been using Firefox for many years and apart from the odd blip it’s been fine and works on all the areas of iD thus far.

Just checked Payment History in my usual browser and it is now working.  And as I thought, and as you can see, all I owe is the current £18.99 which wasn’t even due until 29/12/24.

That’s good to see you can now get access. I can’t explain why it didn’t work and now it does, although saying that iD have beefed up their internal security so maybe somehow the first attempt was partially blocked.

I was going to make this payment on Friday. But I now will only pay once I know the error has been corrected, my account reconnected, and I receive an email confirming the corrections. Or you can provide proof of what the alleged overdue amount relates to.

If the payments are now up to date (on your image it only shows up to 22 November 2024) any account restrictions should be released within 24 hours of them receiving the payment. So your account should not be restricted any longer.

But something looks amiss with you billing dates -

• 19 August to 31 August is less than 1 month
• September and Octobers payments are missing
• 8 November to 22 November is also less than 1 month

Are you 100% sure you’ve caught up with any missed payments?

Sadly I can’t provide the clarification/information you seek as I’m just a customer like yourself. But Tom is a staff member.

You may be able to query any amounts you still need to pay by contacting iD via Live Chat

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

(note their operating times and I would suggest you start the chat (you have to type BTW) with talk to person to bypass their automated chat bot)

Yes I have looked again and it looks like I was a bit too quick to start panicking. However given that the payment due date was 29th. I think it was a little unfair to suspend an account just before a bank holiday 

The reason I stopped using DD is because they use a date. Whereas my payments use a day of the week (every other Friday in my case).

This means that sometimes a DD could fail if there's no money in my bank account.

A better system would be the way my car insurance works. The initial DD is set up as normal. Then I can alter the date that each payment is taken so it corresponds to the I receive my money closest to the due date.

Yes if it was due on or around the 29th and they restricted it that quick it would create a problem when bank holidays are factored in. As far as I’m aware the ‘unlocking’ of the account is an automated process, so holidays shouldn’t matter - hopefully a member of staff can clarify if its a human that releases the account upon late payment or not.

So you’d prefer paying on a Friday? You can if you so desire make small additional payments every Friday and if you happen to have cleared the bill by the due date then no more restrictions. Or if you’ve got an extra quid or two on one Friday pay more - if you end up paying too much in one month (lets say your normal bill is £18.99 and you paid £23.99 in total) then following months bill uses that credit first, thus the next bill would be £13.99.

Thanks for the info . That is a good idea . 👍