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New Contributor
April 28, 2025

took extra payment

  • April 28, 2025
  • 7 replies
  • 66 views

Took extra Payne without permission

    7 replies

    Kash M
    iD Mobile Employee
    iD Mobile Employee
    April 28, 2025

    Hi ​@Aimee grossman,

    Welcome to the Community!

    Was it 2 direct debit payments that were made?

    If it’s just the one account that you have we can look into the account and refund it if it’s in credit. Alternatively you can leave the credit on the account for future payments.

     

    Kash

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    Active Contributor
    July 11, 2025

    Hi took 2 payment I pay by my bank card and then you took DD PAYMENT as well how do I get my money back 

    iD Mobile Employee
    July 11, 2025

    Hi ​@Sonia goldsbury 

     

    Thanks for getting in touch. 

    If a manual payment is made, it will not stop an active direct debit payment from being taken.

    You can raise an indemnity claim with your bank if you wish to recall the direct debit or we can raise a request to refund the card payment. 

    Both options take around 3-5 working days so please let us know how you wish to proceed. 

     

    Thanks, 

     

    Natalie 

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    Active Contributor
    July 11, 2025

    Yes I want my money back dont see why have to pay 2 payment for service is crap when people ring me they can't heard me on the phone 

    Siân W
    iD Mobile Employee
    iD Mobile Employee
    July 15, 2025

    No worries ​@Sonia goldsbury 

    We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

    To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

    Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview 

    We’ll see you there.
     

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    New Contributor
    June 17, 2026

    This also happened to me, I paid my bill on the 12th of June. Got the bank statement to prove the money left my account. 

     

    DD then took another payment from me yesterday only for me now to wake up and see a message saying there’s two failed payments despite both payments leaving my account?

     

    They only refunded one payment instead of two and now are telling me to pay extra next month - which I will not be doing given they’ve stole money from me.

    iD Mobile Employee
    June 17, 2026

    Hi ​@Beckybex 

     

    Sorry to hear you’re having trouble with this.

    The best next step is to reach out to the support team so they can look into it further for you. If needed, they may ask for proof such as a bank statement to help verify and resolve the issue more quickly.

    You can get in touch with the iD Mobile Live Chat here: https://www.idmobile.co.uk/live-chat

     

    -Michael Z

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