Hi ​@Amberevie, 

Thank you for getting in touch, and we’re sorry to hear that your bill is higher than expected.

Having reviewed your query, please note that add-ons are purchased directly by the account holder via the iD Mobile app or account, and therefore any charges for these are valid and the responsibility of the account holder.

In line with our Terms and Conditions, add-ons are non-refundable once they have been successfully purchased and applied to the account.

We understand this may not be the outcome you were hoping for, and we’re sorry for any inconvenience or frustration caused.

If you need help reviewing your usage or managing future spend, please contact us via Live Chat or send us a direct message on social media, and our team will be happy to help.

Owethu

There are 2 add ons not purchased by me on my bill. Why would I buy the same add on twice on the same day on holiday in turkey. It's confusing anyway , you cannot use your data , you cannot get an extra data , you need to go to the relevant country listed and purchase it there , not straightforward , not easy . And not fair . I did not want the extra 10gb add on. Or the 6gb add on . I don't recall touching the relevant “ I want this add on “ button. So , once again , not fair , not wanted . And I should not be billed for it . I need another bill for the correct amount please 

Hi ​@Amberevie 

We absolutely want to make sure you’re only charged for services you’ve genuinely used or authorised. The best next step is for our live chat team to take a closer look at your account and the add-on purchase history in detail, so they can verify exactly how and when these were applied and check whether a billing adjustment is possible.

You can reach them here: https://www.idmobile.co.uk/live-chat

If you can also have your bill handy and, if possible, any bank statement showing the charges, that will help them investigate and resolve things more quickly for you.

-Michael Z

No no no . I've done all this. I've not paid yet . It's on a bill not a bank statement. This is obvious to see . The bill needs reissuing . I'm not paying for things I did not want . Why would anyone want to do that . The turkey 10gb order is duplicated . Whether it's a different minute or hour doesn't matter . Same day. Total farce . The Data add ons are complicated. On some data add ons you need to choose the country.  Others not .i need a bill of about £60 ish . Not £87 . This is taking too much time to sort out . It's obvious to see . Look at my bill . 

Hi ​@Amberevie,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview 

We'll speak to you there.

Thanks,

Gemma M

The iD Mobile Social Media Team