Why do I only receive one email bill notification when I have two plans? | iD Mobile Community
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Question

Why do I only receive one email bill notification when I have two plans?

  • July 19, 2025
  • 4 replies
  • 26 views

I have had an ID mobile plan for my son's phone since December and was recieving email bill notifications up until I decided to join id mobile too a few months ago. I have both plans on my id mobile app but only ever receive a bill notification for my bill now not my son's. This is especially frustrating since he failed to tell me he was out of data on holiday and ran up a £112 bill! I have raised it multiple times with ID and still getting no resolution. Yes I know I can look on the app for the bill amount and date  but he email notification is there for a reason, to prompt me to look in the app and ID mobiles preferred way of billing. 

The email address and settings are correct in the app. 

4 replies

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 21, 2025

Hey there ​@kimpennington06, sorry to hear that. I see you’ve mentioned you’ve raised it with us numerous times. When did you last raise it and with what team please?

 

What was last said when you spoke to us?

 

Thanks,

Tyler


  • Author
  • New Contributor
  • July 21, 2025

Hello, it was logged as a complaint for a 2nd time on 9th July by the vulnerable customer team. 

Also I keep receiving texts to pay my bill but there is a direct debit in place. The was a payment holiday applied to my account which I didnt need and asked to be cancelled. The dd should be taken today but hasn't gone. I do not want to receive any late payments on my credit file as this is not my error. 

 

Kim


  • Author
  • New Contributor
  • July 21, 2025

Sorry, they said it would need to be referred the tech team would look into it.


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 22, 2025

Hey there ​@kimpennington06, if it’s with the vulnerable customers team, and they’ve raised it to our technical team, then our technical team will still be investigating the issue further for you, and we’d advise awaiting updates, or calling the vulnerable customers team back to chase for updates.

 

If your direct debit hasn’t gone through, or isn’t active, then we’d recommend paying manually this time around, and then re-activate the direct debit via the app/website once paid.

 

Thanks,

Tyler