worst customer services in the uk

Hi ​@Mattwarner1981 

Sorry to hear that your bill wasn’t as expected. I am going to assume your bill has been pro-rata’d depending on when in your billing cycle your upgrade was processed. This means it would be part of your previous bill, and part of your new bill. You won’t have been over charged, and this will even out over the 24 months.

Do you have the iD app? You will be able to view your bill and this will show you. 

You can find out more here - https://www.idmobile.co.uk/help-and-advice/understanding-my-bill 

It's all bs... Anyway I have posted the phone back now. As I am within my cooling off period for cancellation. I called the complaints team today. I was told I would be refunded the cost of £50 and the charge for the extra 6gigs of data..( that at the time of getting the 6gigs I was told that I would get for free due to an error.) I put in place the request to do the cancellation 04/05/25 logged by there system in the live chat and received the reference number. My cooling off period ends on the 6/05/25. As it's posted on the Sunday and this coming Monday is a bank holiday. It will get collected by royal mail 24hr tracked and signed for. The agent today claimed that everything should be sorted out in time for me to pay the final bill if there is one this Thursday evening 9/05/25. It should be around £31. I will see on Friday the 10th... But I have no confidence that it will have been sorted out by then. I'm that confident I'll take a screenshot. Once they receive the phone back at the warehouse and log it. I can request a PAC code and  only then so I am told. I am also told that the contract will end and cancel automatically and my aim will revert to pay as you go.?  Tell you the truth I can't wait to get rid of id mobile for good. Sooner the better. 

The point is there was unlimited data on both contracts new and old so there shouldn't be any data charges at all. And the other point to mention is the fact that the plan is incorrect anyway. Somehow its changed from what I signed up for at the upgrade. It should be unlimited mins texts 25gb data with a 24m unlimited loyalty add on. 

I never asked for anything to be changed or altered the plan myself.. why would I change from 25gb to 10 ... And have an unlimited loyalty add on for unlimited. 

When did you upgrade? 20/04/25??

I did the upgrade on the 30/04/25 

It all looks a bit messy, TBH! 

Your first bill that totals £30.35 shows that you were billed from 01/04/25 until 30/04/25. However, your second bill, totalling £90.87, refunded £8.28 of that 30.35 starting 21/04/25 and ending 30/04/25. So your old plan ended on 20/04/25 and the new plan started on 21/04/25. 

You don’t have an unlimited plan. You have a 10GB data plan, but ID Mobile have applied a loyalty add-on that gives you unlimited data for 24 months, at which point you drop back to 10GB. I suspect they added the 6GB data add-on to stop you incurring any charges while the upgrade went through. Like I said, messy!

I have an unlimited data plan and here is my dashboard:

Anyway, like I said above, it looks like you’ve been overcharged £50.

Thanks for taking the time to have a look Paul. But yes I have been overcharged for whatever. But all the hassle with chat app and trying to explain, it's truly a nightmare. Can you imagine for instance if someone elderly had to go through the rigmarole of doing all the above. I suspect they probably wouldn't and just pay up. And at that point it's stealing. Anyway glad I'm getting rid. And I hope you don't have anything wrong with your future phones and contacts. I will say though over the last 24months have been ok... It's just all the hassle that I'm having now. And that's something I never signed up for. 

I edited my post above to include the following:

Your first bill that totals £30.35 shows that you were billed from 01/04/25 until 30/04/25. However, your second bill, totalling £90.87, refunded £8.28 of that 30.35 starting 21/04/25 and ending 30/04/25. So your old plan ended on 20/04/25 and the new plan started on 21/04/25. 

If you upgraded on the 30/04/25, I have no idea why your bill is dated the way it is, as I’m a customer just like you and don’t have access to anyone's account. 

It’s probably best you wait for one of the iD Mobile community staff to reply to your post as they will hopefully understand the issue given the above information. Might take a few days though! :/

Hi ​@Mattwarner1981  what we can do is pop you a private message here so we can discuss this with you further to get this cleared up for you.

We look forward to your reply.