Wrongly Charged for not upgrading my plan despite paying for it

Forum|Forum|11 months ago
October 16, 2025
7 replies
128 views

Hi team,

Honestly, this comes out of utter frustration. In July 2025, I upgraded my mobile contract with you for an iPhone 16 (my Account number: 13095201) and I was promised in the chat by your team member that my contract would allow unlimited text, minutes and data. However, for the past at least 3 months it doesn’t seem to be the case.

On top of it, you limited my data access which I promptly brought to your attention last month for which your chat (human) agents apologised mentioning that my contract was not upgraded and that I would be given £20 off of my next bill.

Today, when I reviewed my bill to my surprise you have taken off £20 and added £13.41 for the data usage - is this fair? I have been paying for limited data since July just because you forgot to upgrade my data to be unlimited as per the contract terms that was agreed with you and promised to me for an upgrade. And then when I bring it to you, you apologise, compensate for the loss by paying me £20 and then charge me for your mistake of not allowing me access to unlimited data again? Also, till date you have not changed my data to unlimited my latest invoice is mentioning that I only have 10 GB data!

If I had to take this to your chat you keep me waiting for 20 to 30 minutes to respond, I am now forced to believe that you are not being fair to me. Or to your contract terms and sneakily overcharging me.

Happy to share the transcripts and invoice statements if you want. Please fix this.

Thank you.

JoeKing

Silver Contributor

@npuk54 Sorry to hear about your on-going problem here. I've taken the time to forward your message to the escalation team a member of IDMobile staff will contact you in due course.

Joe 😉

Android OS 16 - Nothing Phone 2, (Samsung Galaxy S 25 Ultra Here to help, I do have a life. 😉

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npuk54Author

New Contributor

Will look forward to discussing the issue with your team. Thank you.

N

Natalie W

iD Mobile Employee

Hello @npuk54

Thank you for getting in touch.

We are sorry to hear this has happened.

Can you please confirm if you only have the one plan with us or multiple?

Natalie

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npuk54Author

New Contributor

Yes to my knowledge I have only one plan with you - the unlimited text, minutes and data for £41.99 per month. But I received a text from ID on 30th September mentioning that I have used 100% pf my plan’s data allowance and ill be charged at 10.24p per MB until my next bill cycle. I believe the £13.41 is possibly for this? Correct me if I am wrong!

PS: I spoke to/chat with someone in your team right after getting the text.

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npuk54Author

New Contributor

Any update on this? Also now I’ve received a text message warning me about 100% data usage? Check attached image below. May I know if this means the unlimited data is an add on? Kindly can you help fix this issue?

Lamiya C

iD Mobile Employee

Hi @npuk54 ,

i am sorry to hear you're still having trouble, and that you've now received a data usage warning. That definitely shouldn’t happen on an unlimited plan.
Could you please DM us or email socialqueries@idmobile.co.uk with your account details and a screenshot of the message? We’ll look into this right away and help get it sorted.

Lamiya
iD Mobile Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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npuk54Author

New Contributor

Despite multiple emails im yet to find a resolution for this issue. Also I’m getting the same message from id mobile warning me about data usage. Please check attached and tell me what I should do now!